technoforum.de: SO muss eine Service-Mail aussehen!

This is topic SO muss eine Service-Mail aussehen! in forum Die Netzwelt, Homepages, Nachrichten, myTube, Gossip & Co at technoforum.de.

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Geschrieben von: minimalniemand (Usernummer # 3401) an :

Ich hab grad von meinem webspace-Provider diese Mail erhalten. Warum werden in Deutschland nicht solche Schreiben versandt? Ich bin bei einem deutschen und einem amerikanischem Provider und die Informationspolitik bei dem deutschen ist zum Kotzen. Man erfährt Dinge nur spärlich, ungenau oder gar nicht. Auf Support Mails wird teilweise nicht mal geantwortet...

Zitat:

Dear Valued Customer,

As you may or may not have noticed....over the last few months there have been intermittent outages with several of our servers that have impacted our service levels, we feel, in ways unacceptable to us.

We have evaluated various areas of technology, and invested a great deal of time in planning and orchestrating a series of solutions that will have the greatest positive impact on what we care about the most...keeping our customers web sites up and running.

I wanted to take this opportunity to personally thank you for your patience. As we go through our growing pains, we have very exciting news in terms of our plans for solidifying our quality of service and continuing to earn your business. The following is an outline of our plan, with an explanation of how it will affect you.

======================================

#1 Bandwidth Availability

----Solution----

We have decided to partner with Iserve Technologies in Pittsburgh to provide a more redundant and solid connection for all of our machines. You can read more about Iserve at http://www.iservetech.com

----How it Affects you----

For some customers, unnoticed IP address changes may occur. If you are a dedicated server customer this will not affect you. If you are a reseller, and/or you have Virtual DNS Servers with us, or if your DNS is offsite, you will have to make changes to the registrar or zone file.

======================================

#2 Faster Servers

----Solution----

Enterprise Wide Migration to Dual Xeon Servers

----How it Affects you----

Faster servers means more processor availability and better response for your web site and email. We will begin moving customers on 8/23/04, the first server that we w illmoveisNemesis.Interservers.
zl6andthemovewillbeginat9pmESTon823.
Aswemovecustomerswewillsendoutemailsnotifyingyoubeforehand.
Weaskthatduringscheduledmovesthatyourefrainfrommakingch angestoyourwebsiteuntilthewindowof time specified, (normally 7 hours or so) has expired.

======================================

#3 Customer Service and Support

----Solution----

More Dedicated Technology Support Personnel

----How it affects you----

More support personnel means faster response to your support tickets, and more a comprehensive resolution process when issues arise.

======================================

#4 Load Balancing and Redundancy

----Solution----

Once we have all of our machines converted to Dual Xeon Processors enterprise wide, we will begin implementing a load balancing firewall, layered on a Storage Area Network.

----How it affects you----

Transition to this technology is seamless, and only short amounts of scheduled downtime will be required.

======================================

#5 Backups

----Solution----

A Storage area network will be implemented to mirror all drives in case of data loss, on top of our nightly backup schema.

----How it affects you----

Data Restoration will be much quicker and easier to perform now.

======================================

As always, if you have any questions or concerns about any of the above items, please do not hesitate to contact our support staff. Also, please visit http://monitor.interservers.com to view the status of any of our machines. We will be keeping this URL updated during the changes in able to communicate what is happening to you..

We appreciate your patience as we implement what we are sure are to be positive changes to our network and infrastructure. We anticipate minimal downtime while we implement the above solutions. If, however, you do experience any downtime or issues, please always voice them by emailing support@interservers.com as soon as they arise, so we can address and resolve them quickly.

Sincerely,

DuaneWells
xxx@xxxxxxxx.com

Generated by Interservers.com .:. Client Billing System
https://billing.interservers.com

Geschrieben von: bugsy (Usernummer # 11698) an :

Zitat:
...over the last few months there have been intermittent outages with several of our servers that have impacted our service levels, we feel, in ways unacceptable to us.

Für deutsche Verhältnisse mag so eine Mail sicherlich klasse sein, weil man hier grundsätzlich fast keinen Service bekommt.

Aber eigentlich bin ich es von ISPs aus den USA gewohnt, daß sie auf so einen Zustand nicht erst nach mehreren Monaten reagieren.

Ist dies die erste Mail, die Du zu dem Thema erhalten hast?

Geschrieben von: minimalniemand (Usernummer # 3401) an :

nene, wenn es kurze Ausfälle gab (von denen ich persönlich nichst gemerkt habe) dann gab es kurz darauf immer eine Erklärung mit entsprechendem "sorry for inconvenience"

Geschrieben von: chris (Usernummer # 6) an :

spamcop wirkt und wird immer ernster genommen, gerade trudelte folgende email ein, die sehr gut in diesen thread passt und zeigt, dass man spam bzw. reklamationen wirklich ernst zu nehmen scheint:

Hello,

Thank you for bringing this matter to our attention.
The message you have reported as spam is in fact an auto-generated message
by the EZMLM program that is managing a mailing list of antisound.net. The
mailing list belongs to one of our customers . It appears that someone is
has subscribed your e-mail for our customer's mailing list. The mailing list
of antisound.net does not require subscription confirmation.
This is not appropriate and makes the mailing list non legitimate. We will
warn our customer that his service is liable to suspension, if he does not
start running legitimate mailing lists. All lists must be opt-in and must
require at least one subscription confirmation.
We will take also the necessary measures to remove your address from the
mailing lists of antisound.net.
Please, let us know if we can anything else for you.

Best Regards,
Krassimir Vassilev
Abuse Team
ICDSoft.com

Geschrieben von: minimalniemand (Usernummer # 3401) an :

yup, auch sehr anständig. So sollte es sein, aber in Dtl. - Fehlanzeige !

Geschrieben von: bugsy (Usernummer # 11698) an :

Dazu auch passend das Editoral der diesmonatigen iX Ausgabe:

iX 09-2004 Editoral

Wir "feiern" 10 Jahre Spam und haben es immernoch nicht geschafft uns auf einen E-Mail Standard zu einigen, der einen Großteil des Spams überflüssig machen würde.

Zumindest erwacht langsam die Hoffnung in mir, daß die ISPs weltweit anfangen, Spam auch als Problem zu erkennen, wie die von Chris gepostete Mail zeigt.