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State of Midphase - October 2007
By Marc Bollinger | October 30, 2007
STATE OF MIDPHASE - OCTOBER 2007
We’re proud to announce our second issue of the “State of Midphase” report. Again, the purpose of this report is to provide you with a behind-the-scenes look at what we’ve been working on to improve our services.
Billing Department
Last month, we reported that we were working to improve our service in this area. We’ve made some great progress in this department over the past month. We’ve been able to significantly reduce the response time on tickets to this department. We’ve also been training our support staff to handle billing questions in order to have around the close support in this area. We have also setup additional sub-queues within this department to help route issues to the appropriate representative. Previously, it was all going into one large box which made it difficult to isolate and prioritize time critical tickets. Thanks to our billing manager (Jasmin Messenger) and her incredible staff for all of their hard work, dedication, and willingness to get your tickets answered!
Ticket / Phone Support Department
The support department is still doing a remarkable job with answering your tickets in a timely and professional manner. We’ve initiated new quality assurance procedures to ensure that we’re providing you with the best possible service. You might occasionally receive a follow-up to your ticket asking how your support experience went. All of these follow-up inquires will be read and digested by a member of management.
For phone support, we’re beefing up the quality assurance monitoring to ensure that your phone experience is handled professionally, with courtesy, and care. We’re also working on a plan to allow you to leave a message for support to receive a call back. We like to keep hold times to a minimum, but sometimes this can get skewed, so we’d like to provide a way for you to leave a message and request a call-back.
We’re also pleased to announce that we’ll be releasing an improved support area. This new area will contain a knowledgebase, video tutorials, quick support request form, live chat, status blog, and much more! It’ll basically be your “one stop shop” for all your support needs. This will be launched on November 1st.
Server Reliability
As we mentioned several weeks ago, we’ll be initiating upgrades too all of our shared servers. Beginning November 1st, we’ll be upgrading our shared servers from PHP4 to PHP5 since PHP4 will reach “end-of-life” on December 31st. We’re also setting up PHPSuExec which will dramatically increase the security of scripts running on your account. I’ll spare you the nerdy techno-babble about what this all means, but it’s all part of our plan to increase server reliability and security. We’re also continually ordering new equipment to replace old servers with newer, faster, and greener machines.
ANHosting Halloween Extraviganza!
Don’t forget, we have an incredible deal on ANHosting plans until October 31st. We rarely have such an outstanding deal like this, so if you have any friends that are interested in signing up.. now is the time! A quick reminder: ANHosting receives all of the great service and support you’ve come to expect from Midphase!
The Final Word (By Dan Ushman - Co-Founder of Midphase)
As I am sure many of you noticed, we’ve made huge improvements to the quality of both tech support, and billing support — and improved on the quality of the service we provide as a whole. Servers are up more, down less. Hardware is replaced before it fails. The data center is looking great.
We’ve made a lot of progress and we’re going to continue working on it - improving and growing and becoming a better company overall.
I decided to keep this nice and short and wish everyone a happy halloween and thank everyone for your business! Thanks for helping make midPhase great.
Dan
Topics: State of Midphase |
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