SlideShare a Scribd company logo
Software support done
      correctly
        Andreas Zeitler
             @zettt
     macosxscreencasts.com
       zcasting3000.com
A relatively bad
   example
Hi Andreas...
Hi Andreas...



Cheers, thanks, bye, ciao, tschüss...
This message clearly says:

                  Hi Andreas...



Cheers, thanks, bye, ciao, tschüss...
This message clearly says:

 • I don’t care Hi Andreas...


Cheers, thanks, bye, ciao, tschüss...
This message clearly says:

 • I don’t care Hi Andreas...
 • I don’t have the time to deal
   with you

Cheers, thanks, bye, ciao, tschüss...
This message clearly says:

 • I don’t care Hi Andreas...
 • I don’t have the time to deal
   with you
 • I don’t care how you present
   my product bye, ciao, tschüss...
Cheers, thanks,
Hi Andreas...



Cheers, thanks, bye, ciao, tschüss...
Hi Andreas...



Cheers, thanks, bye, ciao, tschüss...
A relatively good
    example
A relatively good
    example
     DreamHost
My email to DreamHost:
My email to DreamHost:
Dear DreamHost support,
Website is down!
Why?
Help!
Now!
Cheers
Andreas,

[386390.279461] Task in /ps34711 killed as a result of limit of   /ps34711
[386390.303417] php5.cgi cpuset=ps34711 mems_allowed=0
[386390.303453] Task in /ps34711 killed as a result of limit of   /ps34711
[386390.357101] Memory cgroup out of memory: kill process
apache2-ps34711(6203:#34711) score 227694 or a child
[386391.125965] Memory cgroup out of memory: kill process
apache2-ps34711(6203:#34711) score 227694 or a child
[386394.160813] php5.cgi cpuset=ps34711 mems_allowed=0
[386394.247377] Task in /ps34711 killed as a result of limit of   /ps34711
[386394.636484] Memory cgroup out of memory: kill process
apache2-ps34711(6203:#34711) score 199764 or a child
[386497.221512] php5.cgi cpuset=ps34711 mems_allowed=0
[386497.221582] Task in /ps34711 killed as a result of limit of   /ps34711
[386497.277468] Memory cgroup out of memory: kill process
apache2-ps34711(6203:#34711) score 206293 or a child
[386497.768186] php5.cgi cpuset=ps34711 mems_allowed=0
[386497.865295] Task in /ps34711 killed as a result of limit of   /ps34711
[386498.255450] Memory cgroup out of memory: kill process
apache2-ps34711(6203:#34711) score 206293 or a child

When there isn't any available memory on the machine, the server is
unable to spawn new processes which in turn causes a 500 error. It can
also kill off existing processes such as http and ftp. I recommend
following the steps in this wiki:

http://wiki.dreamhost.com/PS_Optimization

You can also raise your memory levels from within the panel by clicking
"Private Servers" > "Manage Resources".

It's always a good idea to keep an eye on the graph on that page as it
will give you some insight into the current state of your server. Aside
from the optimization wiki, I'd also recommend removing any extraneous
plugins if you're running Wordpress installs, especially any SEO plugins.
If you haven't already, you should also download and enable either
wp-cache or wp-super-cache (again assuming you're running Wordpress
installs). As far as your server not always needing the same amount of
memory, you can adjust your usage at any time as you see fit. That can be
quite a chore! Luckily, one of our customers recently wrote a pretty
awesome program which can automatically handle memory usage for you! You
may want to check it out, but please be aware that even if it works, it
is custom software and is not provided by DreamHost:

http://memcron.com/

I'd also highly suggest enabling FastCGI for these domains if you haven't
already done so, it typically uses far less memory than the standard PHP
install! If you run into any troubles with the above information (which I
recommend checking out as it can help you to reduce usage regardless of
the number of visitors you receive), please let us know. Also, since you
are running a WP site, the following will be helpful as well:

1) Keeping your WordPress install as up-to-date as possible. You can do
that by checking whether or not you need to upgrade here:

http://yourdomain.com/wp-admin/update-core.php

2) Keeping your WordPress plugins up-to-date. You can check to see if any
plugins need to be updated here:

http://yourdomain.com/wp-admin/plugins.php
[386497.221582] Task in /ps34711 killed as a result of limit of /ps34711
[386497.277468] Memory cgroup out of memory: kill process
apache2-ps34711(6203:#34711) score 206293 or a child
[386497.768186] php5.cgi cpuset=ps34711 mems_allowed=0
[386497.865295] Task in /ps34711 killed as a result of limit of /ps34711
[386498.255450] Memory cgroup out of memory: kill process
apache2-ps34711(6203:#34711) score 206293 or a child

When there isn't any available memory on the machine, the server is
unable to spawn new processes which in turn causes a 500 error. It can
also kill off existing processes such as http and ftp. I recommend
following the steps in this wiki:

http://wiki.dreamhost.com/PS_Optimization

You can also raise your memory levels from within the panel by clicking
"Private Servers" > "Manage Resources".

It's always a good idea to keep an eye on the graph on that page as it
will give you some insight into the current state of your server. Aside
from the optimization wiki, I'd also recommend removing any extraneous
plugins if you're running Wordpress installs, especially any SEO plugins.
If you haven't already, you should also download and enable either
wp-cache or wp-super-cache (again assuming you're running Wordpress
installs). As far as your server not always needing the same amount of
memory, you can adjust your usage at any time as you see fit. That can be
quite a chore! Luckily, one of our customers recently wrote a pretty
awesome program which can automatically handle memory usage for you! You
may want to check it out, but please be aware that even if it works, it
is custom software and is not provided by DreamHost:

http://memcron.com/

I'd also highly suggest enabling FastCGI for these domains if you haven't
already done so, it typically uses far less memory than the standard PHP
install! If you run into any troubles with the above information (which I
recommend checking out as it can help you to reduce usage regardless of
the number of visitors you receive), please let us know. Also, since you
are running a WP site, the following will be helpful as well:

1) Keeping your WordPress install as up-to-date as possible. You can do
that by checking whether or not you need to upgrade here:

http://yourdomain.com/wp-admin/update-core.php

2) Keeping your WordPress plugins up-to-date. You can check to see if any
plugins need to be updated here:

http://yourdomain.com/wp-admin/plugins.php

3) Removing any plugins that you do not use, even if they are set to
"Inactive". You can remove them from the same link as #2.

4) Installing caching and anti-spam plugins. You can find information on
good ones for both of those here:

http://wiki.dreamhost.com/Fine_Tuning_Your_WordPress_Install#Spam
http://wiki.dreamhost.com/Fine_Tuning_Your_WordPress_Install#Caching

5) Optimize and improve performance!

http://wiki.dreamhost.com/WordPress_Optimization
http://wiki.dreamhost.com/Wordpress_performance
[386497.221582] Task in /ps34711 killed as a result of limit of /ps34711
[386497.277468] Memory cgroup out of memory: kill process
apache2-ps34711(6203:#34711) score 206293 or a child
[386497.768186] php5.cgi cpuset=ps34711 mems_allowed=0
[386497.865295] Task in /ps34711 killed as a result of limit of /ps34711
[386498.255450] Memory cgroup out of memory: kill process
apache2-ps34711(6203:#34711) score 206293 or a child

When there isn't any available memory on the machine, the server is
unable to spawn new processes which in turn causes a 500 error. It can
also kill off existing processes such as http and ftp. I recommend
following the steps in this wiki:

http://wiki.dreamhost.com/PS_Optimization

You can also raise your memory levels from within the panel by clicking
"Private Servers" > "Manage Resources".

It's always a good idea to keep an eye on the graph on that page as it
will give you some insight into the current state of your server. Aside
from the optimization wiki, I'd also recommend removing any extraneous
plugins if you're running Wordpress installs, especially any SEO plugins.
If you haven't already, you should also download and enable either
wp-cache or wp-super-cache (again assuming you're running Wordpress
installs). As far as your server not always needing the same amount of
memory, you can adjust your usage at any time as you see fit. That can be
quite a chore! Luckily, one of our customers recently wrote a pretty
awesome program which can automatically handle memory usage for you! You
may want to check it out, but please be aware that even if it works, it
is custom software and is not provided by DreamHost:

http://memcron.com/

I'd also highly suggest enabling FastCGI for these domains if you haven't
already done so, it typically uses far less memory than the standard PHP
install! If you run into any troubles with the above information (which I
recommend checking out as it can help you to reduce usage regardless of
the number of visitors you receive), please let us know. Also, since you
are running a WP site, the following will be helpful as well:

1) Keeping your WordPress install as up-to-date as possible. You can do
that by checking whether or not you need to upgrade here:

http://yourdomain.com/wp-admin/update-core.php

2) Keeping your WordPress plugins up-to-date. You can check to see if any
plugins need to be updated here:

http://yourdomain.com/wp-admin/plugins.php

3) Removing any plugins that you do not use, even if they are set to
"Inactive". You can remove them from the same link as #2.

4) Installing caching and anti-spam plugins. You can find information on
good ones for both of those here:

http://wiki.dreamhost.com/Fine_Tuning_Your_WordPress_Install#Spam
http://wiki.dreamhost.com/Fine_Tuning_Your_WordPress_Install#Caching

5) Optimize and improve performance!

http://wiki.dreamhost.com/WordPress_Optimization
http://wiki.dreamhost.com/Wordpress_performance
[386497.221582] Task in /ps34711 killed as a result of limit of /ps34711
[386497.277468] Memory cgroup out of memory: kill process
apache2-ps34711(6203:#34711) score 206293 or a child
[386497.768186] php5.cgi cpuset=ps34711 mems_allowed=0
[386497.865295] Task in /ps34711 killed as a result of limit of /ps34711
[386498.255450] Memory cgroup out of memory: kill process
apache2-ps34711(6203:#34711) score 206293 or a child

When there isn't any available memory on the machine, the server is
unable to spawn new processes which in turn causes a 500 error. It can
also kill off existing processes such as http and ftp. I recommend
following the steps in this wiki:

http://wiki.dreamhost.com/PS_Optimization

You can also raise your memory levels from within the panel by clicking
"Private Servers" > "Manage Resources".

It's always a good idea to keep an eye on the graph on that page as it
will give you some insight into the current state of your server. Aside
from the optimization wiki, I'd also recommend removing any extraneous
plugins if you're running Wordpress installs, especially any SEO plugins.
If you haven't already, you should also download and enable either
wp-cache or wp-super-cache (again assuming you're running Wordpress
installs). As far as your server not always needing the same amount of
memory, you can adjust your usage at any time as you see fit. That can be
quite a chore! Luckily, one of our customers recently wrote a pretty
awesome program which can automatically handle memory usage for you! You
may want to check it out, but please be aware that even if it works, it
is custom software and is not provided by DreamHost:

http://memcron.com/

I'd also highly suggest enabling FastCGI for these domains if you haven't
already done so, it typically uses far less memory than the standard PHP
install! If you run into any troubles with the above information (which I
recommend checking out as it can help you to reduce usage regardless of
the number of visitors you receive), please let us know. Also, since you
are running a WP site, the following will be helpful as well:

1) Keeping your WordPress install as up-to-date as possible. You can do
that by checking whether or not you need to upgrade here:

http://yourdomain.com/wp-admin/update-core.php

2) Keeping your WordPress plugins up-to-date. You can check to see if any
plugins need to be updated here:

http://yourdomain.com/wp-admin/plugins.php

3) Removing any plugins that you do not use, even if they are set to
"Inactive". You can remove them from the same link as #2.

4) Installing caching and anti-spam plugins. You can find information on
good ones for both of those here:

http://wiki.dreamhost.com/Fine_Tuning_Your_WordPress_Install#Spam
http://wiki.dreamhost.com/Fine_Tuning_Your_WordPress_Install#Caching

5) Optimize and improve performance!

http://wiki.dreamhost.com/WordPress_Optimization
http://wiki.dreamhost.com/Wordpress_performance
[386497.221582] Task in /ps34711 killed as a result of limit of /ps34711
[386497.277468] Memory cgroup out of memory: kill process
apache2-ps34711(6203:#34711) score 206293 or a child
[386497.768186] php5.cgi cpuset=ps34711 mems_allowed=0
[386497.865295] Task in /ps34711 killed as a result of limit of /ps34711
[386498.255450] Memory cgroup out of memory: kill process
apache2-ps34711(6203:#34711) score 206293 or a child

When there isn't any available memory on the machine, the server is
unable to spawn new processes which in turn causes a 500 error. It can
also kill off existing processes such as http and ftp. I recommend
following the steps in this wiki:

http://wiki.dreamhost.com/PS_Optimization

You can also raise your memory levels from within the panel by clicking
"Private Servers" > "Manage Resources".

It's always a good idea to keep an eye on the graph on that page as it
will give you some insight into the current state of your server. Aside
from the optimization wiki, I'd also recommend removing any extraneous
plugins if you're running Wordpress installs, especially any SEO plugins.
If you haven't already, you should also download and enable either
wp-cache or wp-super-cache (again assuming you're running Wordpress
installs). As far as your server not always needing the same amount of
memory, you can adjust your usage at any time as you see fit. That can be
quite a chore! Luckily, one of our customers recently wrote a pretty
awesome program which can automatically handle memory usage for you! You
may want to check it out, but please be aware that even if it works, it
is custom software and is not provided by DreamHost:

http://memcron.com/

I'd also highly suggest enabling FastCGI for these domains if you haven't
already done so, it typically uses far less memory than the standard PHP
install! If you run into any troubles with the above information (which I
recommend checking out as it can help you to reduce usage regardless of
the number of visitors you receive), please let us know. Also, since you
are running a WP site, the following will be helpful as well:

1) Keeping your WordPress install as up-to-date as possible. You can do
that by checking whether or not you need to upgrade here:

http://yourdomain.com/wp-admin/update-core.php

2) Keeping your WordPress plugins up-to-date. You can check to see if any
plugins need to be updated here:

http://yourdomain.com/wp-admin/plugins.php

3) Removing any plugins that you do not use, even if they are set to
"Inactive". You can remove them from the same link as #2.

4) Installing caching and anti-spam plugins. You can find information on
good ones for both of those here:

http://wiki.dreamhost.com/Fine_Tuning_Your_WordPress_Install#Spam
http://wiki.dreamhost.com/Fine_Tuning_Your_WordPress_Install#Caching

5) Optimize and improve performance!

http://wiki.dreamhost.com/WordPress_Optimization
http://wiki.dreamhost.com/Wordpress_performance
From:     DreamHost Customer Support Team <support@dreamhost.com>
Subject:    Re: [andzei 39277830] Internal Server Error
  Date:     19. Oktober 2010 17:14:26 GMT+01:00
     To:    azeitler@zettt.de

------------------------------------------------------------------------
- After reading this response, please consider visiting
- the URL below to comment on its quality. Thanks!
-
- http://www.dreamhost.com/survey.cgi?n=39277830&m=566296
------------------------------------------------------------------------

Andreas,

Odds are the process that updates the graph is getting killed. I think
that we're looking into a solution that corrects this.

Thanks!
Scott

--
     DreamHost Support Team + support@dreamhost.com
Earn over $97 for each referral: http://www.dreamhost.com/rewards.html
   To continue this support case, just reply to this email.
  Open a new case at: https://panel.dreamhost.com/?tab=support
Improving support
 (communication)
It’s ok to...
It’s ok to...

• ... not answer an email right away.
It’s ok to...

• ... not answer an email right away.
• ... be brief.
It’s ok to...

• ... not answer an email right away.
• ... be brief.
• ... use snippets.
It’s ok to...

• ... not answer an email right away.
• ... be brief.
• ... use snippets.
• ... use a support system like tender.
It’s ok to...

• ... not answer an email right away.
• ... be brief.
• ... use snippets.
• ... use a support system like tender.
 • (Eat your own dog food!)
Improving support
 (communication)
Improving support
      (communication)
•   "Sorry for the late reply."
Improving support
         (communication)
•   "Sorry for the late reply."

    •   I have read your email, but didn't care enough.
Improving support
         (communication)
•   "Sorry for the late reply."

    •   I have read your email, but didn't care enough.

•   "Best regards from Stuttgart"
Improving support
         (communication)
•   "Sorry for the late reply."

    •   I have read your email, but didn't care enough.

•   "Best regards from Stuttgart"

    •   I don't know where you are, but the sun shines
        here.
Improving support
 (communication)
Improving support
      (communication)
•   Screencasting
Improving support
         (communication)
•   Screencasting

    •   Tell me and I'll forget,
        Show me and I may remember,
        Involve me and I'll understand.
Improving support
         (communication)
•   Screencasting

    •   Tell me and I'll forget,
        Show me and I may remember,
        Involve me and I'll understand.

    •   Scrivener (literatureandlatte.com)
Improving support
         (communication)
•   Screencasting

    •   Tell me and I'll forget,
        Show me and I may remember,
        Involve me and I'll understand.

    •   Scrivener (literatureandlatte.com)

    •   Billings (marketcircle.com)
Improving support
         (communication)
•   Screencasting

    •   Tell me and I'll forget,
        Show me and I may remember,
        Involve me and I'll understand.

    •   Scrivener (literatureandlatte.com)

    •   Billings (marketcircle.com)

•   Blogging
Improving support
 (communication)
Improving support
      (communication)

•   Forum
Improving support
      (communication)

•   Forum

•   Social Media (Twitter, Facebook)
Improving support
      (communication)

•   Forum

•   Social Media (Twitter, Facebook)

    • BUT
Improving support
 (communication)
Improving support
      (communication)
•   If you decide to use a channel be prepared to use
    it the way the users use it.
Improving support
         (communication)
•   If you decide to use a channel be prepared to use
    it the way the users use it.

    •   Deliver content!
Improving support
         (communication)
•   If you decide to use a channel be prepared to use
    it the way the users use it.

    •   Deliver content!

    •   Post updates!
Improving support
         (communication)
•   If you decide to use a channel be prepared to use
    it the way the users use it.

    •   Deliver content!

    •   Post updates!

•   People don't follow a brand, they follow a person.
Improving support
         (communication)
•   If you decide to use a channel be prepared to use
    it the way the users use it.

    •   Deliver content!

    •   Post updates!

•   People don't follow a brand, they follow a person.

•   People opt in to be disturbed by you. They
    deliberately give you the permission to be
    interrupted by you.
Don't make it hard for
people to communicate
       with you
Make your life easier
Make your life easier
       Never do free!
Mind your target audience!
Discussion
 Your experiences

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Software Support Done Right

  • 1. Software support done correctly Andreas Zeitler @zettt macosxscreencasts.com zcasting3000.com
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  • 6. Hi Andreas... Cheers, thanks, bye, ciao, tschüss...
  • 7. This message clearly says: Hi Andreas... Cheers, thanks, bye, ciao, tschüss...
  • 8. This message clearly says: • I don’t care Hi Andreas... Cheers, thanks, bye, ciao, tschüss...
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  • 10. This message clearly says: • I don’t care Hi Andreas... • I don’t have the time to deal with you • I don’t care how you present my product bye, ciao, tschüss... Cheers, thanks,
  • 11. Hi Andreas... Cheers, thanks, bye, ciao, tschüss...
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  • 19. A relatively good example DreamHost
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  • 22. My email to DreamHost: Dear DreamHost support, Website is down! Why? Help! Now! Cheers
  • 23. Andreas, [386390.279461] Task in /ps34711 killed as a result of limit of /ps34711 [386390.303417] php5.cgi cpuset=ps34711 mems_allowed=0 [386390.303453] Task in /ps34711 killed as a result of limit of /ps34711 [386390.357101] Memory cgroup out of memory: kill process apache2-ps34711(6203:#34711) score 227694 or a child [386391.125965] Memory cgroup out of memory: kill process apache2-ps34711(6203:#34711) score 227694 or a child [386394.160813] php5.cgi cpuset=ps34711 mems_allowed=0 [386394.247377] Task in /ps34711 killed as a result of limit of /ps34711 [386394.636484] Memory cgroup out of memory: kill process apache2-ps34711(6203:#34711) score 199764 or a child [386497.221512] php5.cgi cpuset=ps34711 mems_allowed=0 [386497.221582] Task in /ps34711 killed as a result of limit of /ps34711 [386497.277468] Memory cgroup out of memory: kill process apache2-ps34711(6203:#34711) score 206293 or a child [386497.768186] php5.cgi cpuset=ps34711 mems_allowed=0 [386497.865295] Task in /ps34711 killed as a result of limit of /ps34711 [386498.255450] Memory cgroup out of memory: kill process apache2-ps34711(6203:#34711) score 206293 or a child When there isn't any available memory on the machine, the server is unable to spawn new processes which in turn causes a 500 error. It can also kill off existing processes such as http and ftp. I recommend following the steps in this wiki: http://wiki.dreamhost.com/PS_Optimization You can also raise your memory levels from within the panel by clicking "Private Servers" > "Manage Resources". It's always a good idea to keep an eye on the graph on that page as it will give you some insight into the current state of your server. Aside from the optimization wiki, I'd also recommend removing any extraneous plugins if you're running Wordpress installs, especially any SEO plugins. If you haven't already, you should also download and enable either wp-cache or wp-super-cache (again assuming you're running Wordpress installs). As far as your server not always needing the same amount of memory, you can adjust your usage at any time as you see fit. That can be quite a chore! Luckily, one of our customers recently wrote a pretty awesome program which can automatically handle memory usage for you! You may want to check it out, but please be aware that even if it works, it is custom software and is not provided by DreamHost: http://memcron.com/ I'd also highly suggest enabling FastCGI for these domains if you haven't already done so, it typically uses far less memory than the standard PHP install! If you run into any troubles with the above information (which I recommend checking out as it can help you to reduce usage regardless of the number of visitors you receive), please let us know. Also, since you are running a WP site, the following will be helpful as well: 1) Keeping your WordPress install as up-to-date as possible. You can do that by checking whether or not you need to upgrade here: http://yourdomain.com/wp-admin/update-core.php 2) Keeping your WordPress plugins up-to-date. You can check to see if any plugins need to be updated here: http://yourdomain.com/wp-admin/plugins.php
  • 24. [386497.221582] Task in /ps34711 killed as a result of limit of /ps34711 [386497.277468] Memory cgroup out of memory: kill process apache2-ps34711(6203:#34711) score 206293 or a child [386497.768186] php5.cgi cpuset=ps34711 mems_allowed=0 [386497.865295] Task in /ps34711 killed as a result of limit of /ps34711 [386498.255450] Memory cgroup out of memory: kill process apache2-ps34711(6203:#34711) score 206293 or a child When there isn't any available memory on the machine, the server is unable to spawn new processes which in turn causes a 500 error. It can also kill off existing processes such as http and ftp. I recommend following the steps in this wiki: http://wiki.dreamhost.com/PS_Optimization You can also raise your memory levels from within the panel by clicking "Private Servers" > "Manage Resources". It's always a good idea to keep an eye on the graph on that page as it will give you some insight into the current state of your server. Aside from the optimization wiki, I'd also recommend removing any extraneous plugins if you're running Wordpress installs, especially any SEO plugins. If you haven't already, you should also download and enable either wp-cache or wp-super-cache (again assuming you're running Wordpress installs). As far as your server not always needing the same amount of memory, you can adjust your usage at any time as you see fit. That can be quite a chore! Luckily, one of our customers recently wrote a pretty awesome program which can automatically handle memory usage for you! You may want to check it out, but please be aware that even if it works, it is custom software and is not provided by DreamHost: http://memcron.com/ I'd also highly suggest enabling FastCGI for these domains if you haven't already done so, it typically uses far less memory than the standard PHP install! If you run into any troubles with the above information (which I recommend checking out as it can help you to reduce usage regardless of the number of visitors you receive), please let us know. Also, since you are running a WP site, the following will be helpful as well: 1) Keeping your WordPress install as up-to-date as possible. You can do that by checking whether or not you need to upgrade here: http://yourdomain.com/wp-admin/update-core.php 2) Keeping your WordPress plugins up-to-date. You can check to see if any plugins need to be updated here: http://yourdomain.com/wp-admin/plugins.php 3) Removing any plugins that you do not use, even if they are set to "Inactive". You can remove them from the same link as #2. 4) Installing caching and anti-spam plugins. You can find information on good ones for both of those here: http://wiki.dreamhost.com/Fine_Tuning_Your_WordPress_Install#Spam http://wiki.dreamhost.com/Fine_Tuning_Your_WordPress_Install#Caching 5) Optimize and improve performance! http://wiki.dreamhost.com/WordPress_Optimization http://wiki.dreamhost.com/Wordpress_performance
  • 25. [386497.221582] Task in /ps34711 killed as a result of limit of /ps34711 [386497.277468] Memory cgroup out of memory: kill process apache2-ps34711(6203:#34711) score 206293 or a child [386497.768186] php5.cgi cpuset=ps34711 mems_allowed=0 [386497.865295] Task in /ps34711 killed as a result of limit of /ps34711 [386498.255450] Memory cgroup out of memory: kill process apache2-ps34711(6203:#34711) score 206293 or a child When there isn't any available memory on the machine, the server is unable to spawn new processes which in turn causes a 500 error. It can also kill off existing processes such as http and ftp. I recommend following the steps in this wiki: http://wiki.dreamhost.com/PS_Optimization You can also raise your memory levels from within the panel by clicking "Private Servers" > "Manage Resources". It's always a good idea to keep an eye on the graph on that page as it will give you some insight into the current state of your server. Aside from the optimization wiki, I'd also recommend removing any extraneous plugins if you're running Wordpress installs, especially any SEO plugins. If you haven't already, you should also download and enable either wp-cache or wp-super-cache (again assuming you're running Wordpress installs). As far as your server not always needing the same amount of memory, you can adjust your usage at any time as you see fit. That can be quite a chore! Luckily, one of our customers recently wrote a pretty awesome program which can automatically handle memory usage for you! You may want to check it out, but please be aware that even if it works, it is custom software and is not provided by DreamHost: http://memcron.com/ I'd also highly suggest enabling FastCGI for these domains if you haven't already done so, it typically uses far less memory than the standard PHP install! If you run into any troubles with the above information (which I recommend checking out as it can help you to reduce usage regardless of the number of visitors you receive), please let us know. Also, since you are running a WP site, the following will be helpful as well: 1) Keeping your WordPress install as up-to-date as possible. You can do that by checking whether or not you need to upgrade here: http://yourdomain.com/wp-admin/update-core.php 2) Keeping your WordPress plugins up-to-date. You can check to see if any plugins need to be updated here: http://yourdomain.com/wp-admin/plugins.php 3) Removing any plugins that you do not use, even if they are set to "Inactive". You can remove them from the same link as #2. 4) Installing caching and anti-spam plugins. You can find information on good ones for both of those here: http://wiki.dreamhost.com/Fine_Tuning_Your_WordPress_Install#Spam http://wiki.dreamhost.com/Fine_Tuning_Your_WordPress_Install#Caching 5) Optimize and improve performance! http://wiki.dreamhost.com/WordPress_Optimization http://wiki.dreamhost.com/Wordpress_performance
  • 26. [386497.221582] Task in /ps34711 killed as a result of limit of /ps34711 [386497.277468] Memory cgroup out of memory: kill process apache2-ps34711(6203:#34711) score 206293 or a child [386497.768186] php5.cgi cpuset=ps34711 mems_allowed=0 [386497.865295] Task in /ps34711 killed as a result of limit of /ps34711 [386498.255450] Memory cgroup out of memory: kill process apache2-ps34711(6203:#34711) score 206293 or a child When there isn't any available memory on the machine, the server is unable to spawn new processes which in turn causes a 500 error. It can also kill off existing processes such as http and ftp. I recommend following the steps in this wiki: http://wiki.dreamhost.com/PS_Optimization You can also raise your memory levels from within the panel by clicking "Private Servers" > "Manage Resources". It's always a good idea to keep an eye on the graph on that page as it will give you some insight into the current state of your server. Aside from the optimization wiki, I'd also recommend removing any extraneous plugins if you're running Wordpress installs, especially any SEO plugins. If you haven't already, you should also download and enable either wp-cache or wp-super-cache (again assuming you're running Wordpress installs). As far as your server not always needing the same amount of memory, you can adjust your usage at any time as you see fit. That can be quite a chore! Luckily, one of our customers recently wrote a pretty awesome program which can automatically handle memory usage for you! You may want to check it out, but please be aware that even if it works, it is custom software and is not provided by DreamHost: http://memcron.com/ I'd also highly suggest enabling FastCGI for these domains if you haven't already done so, it typically uses far less memory than the standard PHP install! If you run into any troubles with the above information (which I recommend checking out as it can help you to reduce usage regardless of the number of visitors you receive), please let us know. Also, since you are running a WP site, the following will be helpful as well: 1) Keeping your WordPress install as up-to-date as possible. You can do that by checking whether or not you need to upgrade here: http://yourdomain.com/wp-admin/update-core.php 2) Keeping your WordPress plugins up-to-date. You can check to see if any plugins need to be updated here: http://yourdomain.com/wp-admin/plugins.php 3) Removing any plugins that you do not use, even if they are set to "Inactive". You can remove them from the same link as #2. 4) Installing caching and anti-spam plugins. You can find information on good ones for both of those here: http://wiki.dreamhost.com/Fine_Tuning_Your_WordPress_Install#Spam http://wiki.dreamhost.com/Fine_Tuning_Your_WordPress_Install#Caching 5) Optimize and improve performance! http://wiki.dreamhost.com/WordPress_Optimization http://wiki.dreamhost.com/Wordpress_performance
  • 27. [386497.221582] Task in /ps34711 killed as a result of limit of /ps34711 [386497.277468] Memory cgroup out of memory: kill process apache2-ps34711(6203:#34711) score 206293 or a child [386497.768186] php5.cgi cpuset=ps34711 mems_allowed=0 [386497.865295] Task in /ps34711 killed as a result of limit of /ps34711 [386498.255450] Memory cgroup out of memory: kill process apache2-ps34711(6203:#34711) score 206293 or a child When there isn't any available memory on the machine, the server is unable to spawn new processes which in turn causes a 500 error. It can also kill off existing processes such as http and ftp. I recommend following the steps in this wiki: http://wiki.dreamhost.com/PS_Optimization You can also raise your memory levels from within the panel by clicking "Private Servers" > "Manage Resources". It's always a good idea to keep an eye on the graph on that page as it will give you some insight into the current state of your server. Aside from the optimization wiki, I'd also recommend removing any extraneous plugins if you're running Wordpress installs, especially any SEO plugins. If you haven't already, you should also download and enable either wp-cache or wp-super-cache (again assuming you're running Wordpress installs). As far as your server not always needing the same amount of memory, you can adjust your usage at any time as you see fit. That can be quite a chore! Luckily, one of our customers recently wrote a pretty awesome program which can automatically handle memory usage for you! You may want to check it out, but please be aware that even if it works, it is custom software and is not provided by DreamHost: http://memcron.com/ I'd also highly suggest enabling FastCGI for these domains if you haven't already done so, it typically uses far less memory than the standard PHP install! If you run into any troubles with the above information (which I recommend checking out as it can help you to reduce usage regardless of the number of visitors you receive), please let us know. Also, since you are running a WP site, the following will be helpful as well: 1) Keeping your WordPress install as up-to-date as possible. You can do that by checking whether or not you need to upgrade here: http://yourdomain.com/wp-admin/update-core.php 2) Keeping your WordPress plugins up-to-date. You can check to see if any plugins need to be updated here: http://yourdomain.com/wp-admin/plugins.php 3) Removing any plugins that you do not use, even if they are set to "Inactive". You can remove them from the same link as #2. 4) Installing caching and anti-spam plugins. You can find information on good ones for both of those here: http://wiki.dreamhost.com/Fine_Tuning_Your_WordPress_Install#Spam http://wiki.dreamhost.com/Fine_Tuning_Your_WordPress_Install#Caching 5) Optimize and improve performance! http://wiki.dreamhost.com/WordPress_Optimization http://wiki.dreamhost.com/Wordpress_performance
  • 28. From: DreamHost Customer Support Team <support@dreamhost.com> Subject: Re: [andzei 39277830] Internal Server Error Date: 19. Oktober 2010 17:14:26 GMT+01:00 To: azeitler@zettt.de ------------------------------------------------------------------------ - After reading this response, please consider visiting - the URL below to comment on its quality. Thanks! - - http://www.dreamhost.com/survey.cgi?n=39277830&m=566296 ------------------------------------------------------------------------ Andreas, Odds are the process that updates the graph is getting killed. I think that we're looking into a solution that corrects this. Thanks! Scott -- DreamHost Support Team + support@dreamhost.com Earn over $97 for each referral: http://www.dreamhost.com/rewards.html To continue this support case, just reply to this email. Open a new case at: https://panel.dreamhost.com/?tab=support
  • 31. It’s ok to... • ... not answer an email right away.
  • 32. It’s ok to... • ... not answer an email right away. • ... be brief.
  • 33. It’s ok to... • ... not answer an email right away. • ... be brief. • ... use snippets.
  • 34. It’s ok to... • ... not answer an email right away. • ... be brief. • ... use snippets. • ... use a support system like tender.
  • 35. It’s ok to... • ... not answer an email right away. • ... be brief. • ... use snippets. • ... use a support system like tender. • (Eat your own dog food!)
  • 37. Improving support (communication) • "Sorry for the late reply."
  • 38. Improving support (communication) • "Sorry for the late reply." • I have read your email, but didn't care enough.
  • 39. Improving support (communication) • "Sorry for the late reply." • I have read your email, but didn't care enough. • "Best regards from Stuttgart"
  • 40. Improving support (communication) • "Sorry for the late reply." • I have read your email, but didn't care enough. • "Best regards from Stuttgart" • I don't know where you are, but the sun shines here.
  • 42. Improving support (communication) • Screencasting
  • 43. Improving support (communication) • Screencasting • Tell me and I'll forget, Show me and I may remember, Involve me and I'll understand.
  • 44. Improving support (communication) • Screencasting • Tell me and I'll forget, Show me and I may remember, Involve me and I'll understand. • Scrivener (literatureandlatte.com)
  • 45. Improving support (communication) • Screencasting • Tell me and I'll forget, Show me and I may remember, Involve me and I'll understand. • Scrivener (literatureandlatte.com) • Billings (marketcircle.com)
  • 46. Improving support (communication) • Screencasting • Tell me and I'll forget, Show me and I may remember, Involve me and I'll understand. • Scrivener (literatureandlatte.com) • Billings (marketcircle.com) • Blogging
  • 48. Improving support (communication) • Forum
  • 49. Improving support (communication) • Forum • Social Media (Twitter, Facebook)
  • 50. Improving support (communication) • Forum • Social Media (Twitter, Facebook) • BUT
  • 52. Improving support (communication) • If you decide to use a channel be prepared to use it the way the users use it.
  • 53. Improving support (communication) • If you decide to use a channel be prepared to use it the way the users use it. • Deliver content!
  • 54. Improving support (communication) • If you decide to use a channel be prepared to use it the way the users use it. • Deliver content! • Post updates!
  • 55. Improving support (communication) • If you decide to use a channel be prepared to use it the way the users use it. • Deliver content! • Post updates! • People don't follow a brand, they follow a person.
  • 56. Improving support (communication) • If you decide to use a channel be prepared to use it the way the users use it. • Deliver content! • Post updates! • People don't follow a brand, they follow a person. • People opt in to be disturbed by you. They deliberately give you the permission to be interrupted by you.
  • 57. Don't make it hard for people to communicate with you
  • 58.
  • 59.
  • 60.
  • 61.
  • 62. Make your life easier
  • 63. Make your life easier Never do free!
  • 64.
  • 65.
  • 66.
  • 67.
  • 68.
  • 69. Mind your target audience!