Tech Summit 08 Support Initiative

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Tech Summit 08 Support Initiative

  1. 1. European TechSummit 08 Day Support Initiative ... introducing the Collaboration Features for our Customers & Partners... Gilles Metz, Support Lead Europe European TechSummit 08 1
  2. 2. Agenda  Day Support Initiative  What‘s my role ?  Introducing: the knowledge base  Plus: the forum  Improvements in ticket Handling  DayCare statistics  Help us to support you !  Don‘t forget to ...  Q&A Session European TechSummit 08 2
  3. 3. Day Support Initiative European TechSummit 08 3
  4. 4. Day Support Initiative ? Phase 3 “Portal, R&D Integr” g... oin ng Phase 2 portal/infrastructure, metrics, O “Analysis” R&D integration, processes e on Phase 1 roles, KB, Forum, DayCare, sticky tickets, ✓D “Collaboration” how-to documentation, training, tec meetings Phase 0 “Init” Gap analysis, benchmarking, surveys, recommendations 2007 Q1-Q2 2008 Q3 2008 after Q4 2008 European TechSummit 08 8 4
  5. 5. Day Support Initiative Forum How -To’s Knowledge Ba se Phase 1 roles, KB, Forum, DayCare, sticky tickets, “Collaboration” how-to documentation, training, tec meetings 2007 Q1-Q2 2008 Q3 2008 after Q4 2008 European TechSummit 08 8 5
  6. 6. Day Support Initiative  Analysis  DayCare reporting  Customer surveys  Tickets 6
  7. 7. Day Support Initiative  Findings  Good support once we focus  Technically knowledgeable agents  Decisions  Support lead in Europe and USA  Knowledge base, Forum, How-To documents 7
  8. 8. What‘s my role ?  1 Support lead in Europe and USA  Role  Mentor EU support engineers  Dispatch tickets  Workload resourcing  Close collaboration with R&D  Escalation management of support incidents to R&D  Manage the KB  Moderate CQ mailing list  Provide how-to documentation topics to R&D 8
  9. 9. Introducing : the knowledge base  dev.day.com/kb  Based on Day‘s wiki product  80 articles extracted from DayCare tickets  Authors : Gilles & Eren  CRX articles : public  Communiqué articles : only for Day customers & partners  Suggestions : kb@day.com  Demo 9
  10. 10. Plus : the forum  Current mailing lists  CQ on http://tech.groups.yahoo.com/group/Day-Communique  CQ on http://groups.google.com/group/day-communique  Jackrabbit on http://jackrabbit.apache.org/mailing-lists.html  Sling on http://incubator.apache.org/sling/site/project- information.html#ProjectInformation-lists  Goals  unify all Day products lists on dev.day.com  replace Yahoo mailing list because of spam -> Google group  officially support the CQ mailing list  Soon available 10
  11. 11. Improvements in Ticket Handling  Sticky tickets  Mentor support engineers  Direct contact with R&D  Better cooperation  Faster escalation time  Better knowledge sharing  Self support tools  Knowledge base  Mailing list 11
  12. 12. DayCare statistics  In 1 year, 35258 visits from 54 countries  USA : 32%  Switzerland : 27%  Germany : 24%  UK : 5%  Browsers  Firefox : 60%  Internet Explorer : 34%  Safari : 4% 12
  13. 13. Help us to support you !  What‘s a fully qualified ticket ?  Reproducible  Use case  Logs  List of hotfixes applied 13
  14. 14. Help us to support you ! We are having issues where the author is crashing : the author system is crashing where by the CPU usage shooting up to over 70% and the author is really slow to load if it loads at all 14
  15. 15. Help us to support you ! Deadlock in Communiqué Author Time to time author instance stops serving requests and hangs. During the hang we did the following: - Requested multiple pages - None of the pages were loaded - Took thread dumps with 15 seconds intervals We use Sun JVM 1.5.0_06 on Red Hat (Kernel 2.6), and our JVM options are -Xms512m –Xmx1024m …. Instance and application logs are attached to the ticket. The incident happened today around 9:30 a.m. 15
  16. 16. Don‘t forget to ...  Use the knowledge base at dev.day.com/kb  Submit qualified tickets: The more qualified the faster the resolution will be 16
  17. 17. Q&A Session 17

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