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100,000 Incident tickets


Seedbox Paradis
09-04-2009, 21:20
Quote Originally Posted by Andy
should read it a little more thoroughly!
Indeed

Andy
09-04-2009, 18:36
Quote Originally Posted by Seedbox Paradis
...but lets see the stats on the average response time for each ticket ;>
...the response time on average
for a dedicated server is about 2 h (an average over all
tickets resolved for more than 16 months)...
should read it a little more thoroughly!

Seedbox Paradis
09-04-2009, 18:32
Well the number is a big one no doubt, but seeing as you have a total of number of 350,000 clients (source http://www.ovh.co.uk/aboutus/), that means you gave support to 29% of your clients. If this number is just pertaining to dedicated servers, then that comes down to about 2.5 tickets per server, which I guess isn't bad, but lets see the stats on the average response time for each ticket ;>

Tz-OVH
09-04-2009, 16:48
My ticket was responded to within a few hours...no complaints here. #998xx was mine

freshwire
09-04-2009, 15:48
Does it include the incidents created if your server doesn't respond to pings for 3 seconds ?

Andy
09-04-2009, 15:47
Hello,
We have to respond to the incident 100'000ème ticket. The incident
was set up there a little over 1 year in order to respond better to
your requests. Indeed, since 1an support is divided into 2:

- Support / counseling (before and after sale)
- The incident (the crash, bug, malfunction)

Support / counseling is available to take time and be at your service,
to help you choose the best solution and help you make the
hand tools that you provide. Ovh provides counseling by phone
and email.

The incident support is there to fix the problem quickly. There is no discussion
the incident. It solves the problems. For 3 months, it is possible
create and monitor the incident via telephone (local call cost).

There is still considerable confusion as 80% of incident tickets are not ...
incidents, but requests for advice. Only 20% of tickets (!) That
you create are really incidents where you have to go fast. This confusion
requires a pre-sorting the tickets and therefore lengthens the response time
precisely where it should go quickly Nevertheless, the response time on average
for a dedicated server is about 2 h (an average over all
tickets resolved for more than 16 months).

Recently technicians level 1 directly into the datacentre began
to respond to some interventions that you request. Given that there
always technicians in our datacentres, the response time is now
to improve further.

The housing benefit within a few weeks of the support level 1, 24 hours/24.
This means that customers can call and ask Ovh our technicians
interventions to make level 1 on your infrastructure as you host
In Ovh into housing. It will be offered as a package comprising 30 minutes
intervention and then billed in 30 minutes of action.

We are currently working on improving the support pages on ovh.com
to you to support your needs (and not that
you think you need). The aim is to avoid the 80% errors of orientation
in creating incident tickets. This will ensure
responses appropriate and faster still. Otherwise, your application
to walk between departments to finally arrive at the right person who will
help. It responds slowly, while wasting the precious time to respond quickly to
those in need. With the new site, we should improve that side of Ovh
because the problem is at our level, at our site.

Also, we want to provide counseling before and after sales, 24 hours 24 hours
7 / 7, in 7 languages, by email, by phone and chat. A team is
currently in training to ensure that future service. It is not clear
a team of 30-50 people who speak 40 languages all hours and days
of the year, but we think will happen in a few weeks, finally! This will
will also start the online chat on our site and therefore most of the email
and the phone you can contact via this Ovh cat.

Finally, under 3 months, we will begin a major transformation of
support among council Ovh to integrate management of important clients. " The
Tender premium. Ovh will have to give up (to some extent) something
which is part of our values and our corporate culture: equality between
all clients, small, large, those who have just one domain name and
which have clusters of dedicated servers. This transformation is very difficult.
A sacred questioned at everything we do in Ovh and at
all departments that we have not finished yet. So we take
throughout the year 2009 to make this transformation. The goal is to always
excellent service for our customers and improved service, called "premium" for "large
customers. 2 needs. 2 teams. 2 cultures. 2 approaches. ... 1 direction and that becomes
schizophrenic ... How to ensure that the customer has a contact at Ovh that can
follow him for months and years in a close relationship, while ensuring
blameless service to clients who seek primarily the "kimsufi"? We
have begun this work with some customers and clients housing HG. A team of
beta-test are already in contact with about 150 customers. The aim is to
those methods of working with tools and then generalize it in a team
more important. To do this, we began the construction of new
Roubaix Valley office that will end in 3 months. In parallel we
conduct these tests there with the teams we have in Spain and Poland
Client Spaniards and Poles.

Nevertheless, we may have a very long answer. In 80% cases it is
bugs more or less important but which require intervention teams
system administrators, network, domain, mutu, voice and backoffice in Ovh.
Together, they will find the bug and the solution to the bug, because often in this case
is a chain of bugs which generates a problem and not just a bug. Therefore
have access to all doors and Ovh an overall vision of how
the infrastructure for what is happening and how to solve the problem.
This is where we are not still good, but fortunately this kind of bugs
are relatively rare. For if it happens against, it's party needs to be improved
this side too.

That is where Ovh level support. Your feedbacks are always welcome. Especially in
level of support. Here we have more to listen to you.

Amicalement
Octave

oles@ovh.net
09-04-2009, 15:44
Hello,

We have responded to 100'000 incident tickets. The incident system
was set up there a little over 1 year in order to respond better to
your requests. Since support is divided into 2:

- Support/Advice (before and after sale)
- The Incidents (the crash, bug, malfunction)

Support is available to take time and be at your service,
to help you choose the best solution.
OVH provides support by phone
and email.

The incident support is there to fix the problem quickly. There is no discussion on
the incident. It solves the problems. For 3 months, it is possible
create and monitor the incident via telephone (local call cost).

There is still considerable confusion as 80% of incident tickets are not ...
incidents, but requests for advice. Only 20% of tickets (!) That
you create are really incidents. This confusion
requires a pre-sorting the tickets and therefore lengthens the response time
precisely where it should go quickly Nevertheless, the response time on average
for a dedicated server is about 2 h (an average for all
tickets resolved for more than 16 months).

Recently level 1 technicians directly in the datacentre began
to respond to some interventions that you request. Given that there
always technicians in our datacentres, the response time is now
to improve further.

The housing will benefit in a few weeks of the support level 1, 24 hours/7 days.
This means that customers can call and ask OVH technicians
to make level 1 interventions on your infrastructure as you host with
OVH. It will be offered as a package comprising 30 minute
intervention and then fixed in 30 minutes of action.

We are currently working on improving the support pages on ovh.co.uk
to support your needs. The aim is to avoid the 80% errors of creating incident tickets.
This will ensure responses are more appropriate and faster still. Otherwise, your issue will
walk between departments to finally arrive at the right person who will
help. It is to slow, while wasting the precious time to respond quickly to
those in need. With the new site, we should improve that side of Ovh
because the problem is at our level, at our site.

Also, we want to provide support and advice before and after sales, 24 hours a day / 7 days a week,
in 7 languages, by email, by phone and chat. A team is
currently in training to ensure that future service.
But we think will happen in a few weeks, finally! This will
will also have online chat on our site.

Finally, under 3 months, we will begin a major transformation of
support in Ovh to integrate management of important clients. " The
premium. Ovh will have to give up (to some extent) something
which is part of our values and our corporate culture: equality between
all clients, small, large, those who have just one domain name and
which have clusters of dedicated servers. This transformation is very difficult,
and we have not finished yet. So it will take
throughout the year 2009 to make this transformation. The goal is to always
excellent service for our customers and improved service, called "premium" for "large
customers. 2 needs. 2 teams. 2 cultures. 2 approaches. ... 1 direction
... How to ensure that the customer has a contact at Ovh that can
follow him for months and years in a close relationship, while ensuring
blameless service to clients who seek primarily the "kimsufi"? We
have begun this work with some customers and clients housing HG. A team are in
beta-test are already in contact with about 150 customers. The aim is to use
those methods of working with tools and then generalize it in a team
more important. To do this, we began the construction of new
Roubaix Valley office that will end in 3 months. In parallel we
conduct these tests in Spain and Poland.

Nevertheless, we may have a very long answer. In 80% cases it is
bugs more or less important but which require intervention teams
system administrators, network, domain, mutu, voice and backoffice in Ovh.
Together, they will find the bug and the solution to the bug, because often in this case
is a chain of bugs which generates a problem and not just a bug. Therefore to
have access to all doors and Ovh an overall vision of how
the infrastructure for what is happening and how to solve the problem.
This is where we are not still good, but fortunately this kind of bugs
are relatively rare. But, it's party needs to be improved
this side too.

Your feedbacks are always welcome. Especially in
level of support. Here we have more to listen to you.

Regards
Octave