News

From GNHosting

[edit] 17/12/2007 - Ticketing system issue resolved

It has come to our attention some tickets have not been responded to. This has been happening over the last 2 weeks or so.
This has now been resolved and our staff are working through some 300 tickets as quickly as possible

This was caused by an in house update some time ago, a number of clients had been opening a fresh ticket for each response to us rather than adding to the original ticket.
When this happened quite often the new ticket would go to a different staff member than had the original ticket and it was causing lots of confusion and delays in resolving issues.
We created a custom extension to the ticketing system which assigned any additional tickets to the same member of staff as the pre-existing one.

This worked fine for a few months until a member of staff was taken seriously ill. His tickets were re-assigned but due to a bug in the extension we wrote these tickets were re-assigned back to the staff member and the staff members account was re-enabled due to this. Any tickets during this period would not have been seen by any staff member due to this.

We deeply apologise to those affected by this and will work as quickly as possible to clear the backlog.

[edit] 28/11/2007 - Power Systems updates Completed

We have been updating the power systems and servers to reduce our power requirements.
We have done this for a number of reasons.

• To reduce the heat generated by the servers which improves the efficiency of the aircon which in turn improves reliability
• Reduces our Carbon Footprint
• Reduces our electricity costs which have increased by 300% in the last 2 years, this means we don't have to increase our prices to provide the same service.
• To improve the length of time our UPS can support the network in case of power failure.

The way we have achieved this is by investing in new servers that use the Core Duo processor which have a lower power requirement and moving across to server virtualisation techology for all our ancillary servers. By doing this we have reduced our server count by 50% and our power requirements by 60%.