mirror of
https://github.com/gmemstr/blog.gabrielsimmer.com.git
synced 2024-09-19 19:51:10 +01:00
55 lines
2.9 KiB
Markdown
55 lines
2.9 KiB
Markdown
|
---
|
||
|
title: Let's clear up some things about GGServer
|
||
|
date: 2017-03-15
|
||
|
---
|
||
|
|
||
|
#### We get a lot of hate directed to us because we aren't as transparent. Let's fix that.
|
||
|
|
||
|
I've been a developer at GGServers for about a year
|
||
|
now. In that time I've gotten a good sense of how things work behind the
|
||
|
scenes at the budget Minecraft server host. I've (this is going to sound
|
||
|
canned but it's genuine) dedicated myself to improving the state of the
|
||
|
technology running everything. I've had to put up with hate and abuse
|
||
|
from unhappy customers, some justified others not so much. One thing
|
||
|
that some people have pointed out is how opaque commununications from us
|
||
|
can be -- hell, in the four years we've had our Twitter we've tweeted
|
||
|
less than 1,000 times (250 tweets/year on average).
|
||
|
|
||
|
Let's make something clear -- We are still a very small company. Like,
|
||
|
*really* small. We have five dedicated support staff, answering tickets
|
||
|
of various technical depth. These people unfortunately are not
|
||
|
"full-time". They don't come in to an office 9am-5pm, answer your
|
||
|
tickets and go home. They're spread out. When we say 24/7 support, we
|
||
|
don't mean your ticket will be taken care of immediately, we mean that
|
||
|
our support system doesn't go down. We -- I -- Get it, you want your
|
||
|
question answered right away, and properly. We've gotten a lot better at
|
||
|
replying to things quickly, and typically manage to get the entire
|
||
|
ticket queue handled every week or so.
|
||
|
|
||
|
Let's talk about server downtime. It sucks. You can't access your
|
||
|
servers, can't pull your files to move to another host. Currently, we
|
||
|
have on person in our limited staff who has access to our hosting
|
||
|
provider, and he is busy very often. Our previous systems administrator
|
||
|
just sort of went AWOL, leaving us a bit stuck in terms of responding to
|
||
|
server downtime. I was just recently granted the title of sysadmin, and
|
||
|
am still waiting on our provider to grant me access to our hardware. And
|
||
|
to be clear this does not mean I get a keycard to datacenters where I
|
||
|
can walk to a rack of servers, pull ours out and tinker. It means I have
|
||
|
as-close-to-hardware-as-possible remote access, where I can troubleshoot
|
||
|
servers as if I was using a monitor plugged into it, but I never
|
||
|
physically touch the bare metal. *But* it does mean I can get servers up
|
||
|
and running properly. Once our provider allows me access. Hopefully that
|
||
|
clears that up a bit.
|
||
|
|
||
|
We try to limit our interactions outside of tickets for two reasons.
|
||
|
One, we can log everything that is filed in our system. Two, and most
|
||
|
importantly, we're not quite sure what we can and cannot say. There's a
|
||
|
fine line between being transparent and divulging company secrets. I
|
||
|
feel comfortable saying what I am because I don't feel anyone could gain
|
||
|
a competitive advantage knowing these facts. I would love to get access
|
||
|
to the Twitter account and start using it to our advantage but it's
|
||
|
going to take a while.
|
||
|
|
||
|
Anyways, if you guys have any more questions or comments, keep it civil
|
||
|
and I will do my best to answer.
|