The document summarizes the agenda for the European TechSummit 08 conference. It discusses the Day Support Initiative which includes introducing new collaboration features for customers and partners. It outlines phases to improve support through a knowledge base, forum, and improved ticket handling. It describes the roles and goals of the Support Lead and encourages attendees to help improve support by submitting fully qualified support tickets.

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. 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. Day Support Initiative
European TechSummit 08 3

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. 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. Day Support Initiative
 Analysis
 DayCare reporting
 Customer surveys
 Tickets
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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
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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
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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
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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
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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
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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%
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13. Help us to support you !
 What‘s a fully qualified ticket ?
 Reproducible
 Use case
 Logs
 List of hotfixes applied
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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. 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.
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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
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17. Q&A Session
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