It’s 2016 and at NetDepot, we’re making a resolution to provide EPIC Support to all of our customers hosting with us. By implementing bullet-proof procedures, building new tools and hiring new faces, we’re making sure that our EPIC Support just gets more EPICer.
Bullet Proof Procedures
We know one of the biggest hangups in getting anything done is making sure it runs smoothly. You can’t run and engine without oil and you can’t provide support without procedures. We’ve put plans in place to make sure you’re up and running as quickly as possible on:
If you have any questions along the way, we’re always a ticket away. With our entire staff getting notifications on new tickets and our “Ticket Escalator” in place, we receive, and respond to your ticket faster than ever.
Building New Tools
Lets talk escalators.
While there is a right way and a wrong way to use an escalator, there’s one thing they all have in common. They escalate.
Our Ticket Escalator is one of the many tools we’ve built to ensure your support needs get the utmost attention. At the top of every support ticket is an “Escalate Ticket” button that will instantly send out a message to our entire staff, including the President of the company. We’re that dedicated to making sure you get the support you need.
Hiring New Faces
The latest team member to join our company is Account Representative, Mitch McMullen. He is here to help with any account needs to make sure you have the best support possible and can be found answering tickets, taking calls and chatting on our website.
On March 15 during a planned and notified maintenance window we initiated a network move to new switching gear, which is the final step in separating our networks from the sale of our prior company AtlantaNap to Zayo.
We had already completed the rest of the move over the prior 90 days during maintenance windows successfully.
There was a problem with the piece of equipment and subsequent configurations that caused a spike in CPU loads on that network segment due to problematic configurations between the old network and the new network.
The issue was isolated to one network segment in one of our three data centers. Most customers were resolved immediately however a subset of customers required new VLAN configurations be updated to their profiles which turned out to be a time-consuming process leading to extended downtime for a small number of customers.
This was a one-time move due to a prior sale, which we do not have in the future since the networks are now fully separated.
Our Cloud Servers are live in our Atlanta facility and will shortly be rolled out in our New York City area and Dallas facility in the next 30 days.
Some great features of our cloud include:
- Fully redundant hardware design
- Fully redundant network design
- 20Gbit connectivity between all servers
- Full automation – from account creation to termination
- Vast array of OS templates
We have many new features coming soon and will be releasing various updates in the near future.
Rodney Giles, President
We are very excited for our forthcoming release of our new Portal 2.0.
Among a complete overhaul of our existing portal, we have many additional features, which have been added such as:
- Cloud Servers
- Improved Support Channels
- VPN Auto Activation Utility
- DNS Management
- Redundant Automated Remote Reboot (IPMI & PDU Reboot)
Other features, which will be added shortly include:
- Free Server Monitoring
- Automated Licensing Portal
All existing customers who our in our original Portal will be migrated in phases to our new Portal over the next 2 months. We will notify each client before any changes do occur to ensure a completely seamless migration.
Please e-mail me at the address below with any suggestions or feedback.
Rodney Giles, President