Out of stock in Taiwan D3 packages • D3 packages are out of stock in largest 3 convenient stores in Taiwan and all game shops. • Some people shared they finally got packages in Jibei island. • Many people shared they pursued after trucks of convenient stores to get the packages. Confidential | Copyright 2012 Trend 712/24/2012 Micro Inc.
Out of Stock of Taiwan Game Card Confidential | Copyright 2012 Trend 812/24/2012 Micro Inc.
Blizzard Korean lower priority ofTaiwan IP Korean IP Taiwan IP
Elasticity – Others• Elastic Application Architecture.• Several flexible hardware providers.• Flexible ISPs and pricing.• ……
Customer Service and Social Communication • Bz is doing pretty bad. • FB Event: Closed-beta account in Taiwan. • Build the image to help their users. Like, • No explanation about incidents. Confidential | Copyright 2012 Trend VS. 212/24/2012 Micro Inc. 1
Incident happens - Especially your service goes production.
Fast and Responsive Organization Teams Effective Awareness Communication
Fast and Responsive Process• Incident management• Problem management
Some other practices• Interlock with related teams at beginning/middle. • Customer service prepares resources for burst incoming calls/tickets. • Customer service prepares training for the new service/product/ • Data Center team gives out advices and plan for your project.• Recruit a Service Manager • Fail case: something that not belong to any team. • Have someone responsible for whole service.• Update/patch/change SOP • Fail case: Service changed, but your CS don’t know about it. Your customers are confused when they call your CS. • Fail case: Service changed and caused some trouble, but your service manager said he didn’t decide/say it.
Not related to these Diablo 3 failures, but important to any system • Availability • Security • Easy to administrate • System Health/Statistics Monitoring • Easy Deployment • Easy Configure • Risk Management Confidential | Copyright 2012 Trend 212/24/2012 Micro Inc. 7
工商服務時間 • Web Reputation Service • Parental Control and Productivity Control • 像是Hinet色情守門員，防毒軟體的孩童防護鎖 • 或者公司不希望員工上班看色情、賭博等網站 • Web Threat Protection • 防止惡意網頁如病毒/木馬下載、釣魚網站等等。 • Advanced Persistent Threat • 鎖定特定目標 • 假冒信件或者其他 • 低調且緩慢 • 客製化惡意元件 • 安裝遠端控制工具 • 傳送情資 Confidential | Copyright 2012 Trend 212/24/2012 Micro Inc. 8
Risk Management • Identify Critical Failure • Develop a feasible plan to stabilize customer’s satisfaction. • Workaround. • Rollback. Confidential | Copyright 2012 Trend 312/24/2012 Micro Inc. 3
Quantity Estimation • Goal: Cost Effective Quantity Estimation • For estimating • For wrong estimation • What if the estimation is not correct? • Too few • Too many Confidential | Copyright 2012 Trend 312/24/2012 Micro Inc. 4
Scalability & Elasticity • Scalability • Is your application horizontal scalable? • Elasticity • Speed of commissioning / decommissioning • Max amount of resource can be brought in • Granularity of usage accounting • Develop the plan for high traffic. Confidential | Copyright 2012 Trend 312/24/2012 Micro Inc. 5
Dare to fail• Fail is inevitable for fast changing application. (Web, service)• Fast changing• Create dare-to-fail process and environment • Facebook • Backup plan • Rollback plan