The TeleInterActive Lifestyle

I've made other posts about the downward spiral in Customer Support, whether through outsourcing, downsizing or other cost cutting measures.

Here, I would like to talk about responsive Customer Support. We use ServerBeach to host our machines. They are an "unmanaged" hosting facility. That is, they take care of the network and hardware, we take care of the software, system administration and database administration tasks. Much as in any IT shop, separating data center operations from SA, DBA, Application Engineering & SME work. There is a grey area though, with the OS. We subscribe to RedHat Linux ES3 through ServerBeach. Some things they handle, some things we handle, and it often isn't clear which is which.

We recently needed another module added to the kernel. Through some miscommunication, it wasn't apparent if this module was simply an update (SB would do) or required a custom kernel build (SB would do for cash or we could do it). This wasn't an emergency nor did it bring down the server. It will allow us to add services to our planned TeleInterActive Networks service.

The back and forth trough the ticketing system got to Chris. Chris has handled our tickets in the past as well. Whenever the ticket gets to Chris, he sticks with it, and the issue gets resolved to our satisfaction.

We want to publicly thank Chris for his good work on our behalf.