Gradwell dot com Limited has doubled in size every year for the last 3-4 years, and this growth, in terms of finance, staff and customer base has been driven through a well defined strategy of sales & marketing, good quality customer support and service delivery, but also a strong focus on product development and technical innovation.
With many projects on the go, and approximately seven of the 20 staff devoted to technical functions – software development, systems administration and 2nd line support, the need now arises for a strong project manager to oversee the definition, management and scheduling of software projects and advance our product delivery programme.
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We would like to take the opportunity to update our customers on service delivery for the week commencing 12th November 2007.
In general, the level of service we provided was high and this is reflected in customer satisfaction. There are a few ongoing developments to update on.
Call Drops
Our second link between Telehouse and SoV has removed call drop problems due to OSPF flaps between sites. Combined with the work on our NAT proxy, we believe this resolves the majority of call drop issues, so customers who still experience dropped calls are requested to report them at http://esupport.gradwell.net/report/.
NAT Proxy
On Monday morning, we experienced some problems with our nat.gradwell.net proxy. We resolved these with vendor support within 6 hours, and have also been able to release a beta test of our new nat proxy replacement, currently running on nattest.gradwell.net:5082.
Mail Delivery
Our mail system continued to operate normally and we did extra work to tune bounce and quarantine handling. We have additionally altered the way mailman completes it’s mail deliveries, and are continuing to work on moving mailman to a new server.
VPS Servers
An airconditioning failure at IP House, the Thus facility that houses our VPS servers, causing the main disk array for our VPS platform to melt. We rebuilt all customer VPSes on new hardware within 24 hours, but we have temporarily removed this product from sale whilst we review it’s suitability and infrastructure. Affected customers have been contacted individually.
Customer Support
Response times from customer support has been good this week and we have begun our new support rota, with our office now manned 8am to 8pm and 9-1 on Saturdays and increased oversight on Sunday. This has improved our ticket handing and response rate.
Conclusion
Despite a couple of key incidents which were quickly rectified overall service has been of a good quality, and we believe we have resolved the majority of call drop issues.
November 19th, 2007 by Peter Gradwell News
Client description:
Foreign exchange (or FX) companies based in Britain require faultless, reliable telecoms – none more so than London-based Parasol FX plc, which speeds clients’ money between locations around the world with the rapidity that globalised money markets demand.
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Client description:
The minutiae of managing a plethora of websites - from hosting, to applications - is the delight and focus of The Positive Internet Company Ltd. All aspects receive the firm’s full attention - from routing security patches and hardware upgrades through to installation of customised software packages. “We even go deep into customers’ codes when there is a glitch, or when optimisation is required,” said Steven Thurgood, Network Manager.
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