I am looking at setting up a second site on a different server to the one I use for hosting. The idea being that server status could be shown there. I was also thinking that if my hosting server went down, customers need to be able to contact the help desk, but I don't want to set up a seperate helpdesk if it can be avoided.
If I send out an "emergency" e-mail contact address in the welcome message I can see loads of customers deciding it is easier to just use that instead of opening tickets.
However, as part of my risk management plan I have identified that there has to be a backup system in place for requests for support in the unlikely event my main server goes out.
Even if an outage is only short, I don't want customers left without access to us.
What's the best way to handle this kind of scenario?
What I would do is to go out the and get a cheap plan so that you can use it just incase that ever happends. I have some what the same thing going on in my network in case anything was to ever go wriong I have a second support ticket system and network news in a different server and network.
Originally posted by Kamate What's the best way to handle this kind of scenario?
If your are serious of taking your hosting beyond a reseller you will need to eventually not host your site on the same server as your clients. The best case scenerio is to have it in a seperate data center even. I would put your whole site on another server not just your support. You have already identified why so just do it.
We found ourselves to a similar situation as you a few months back. So this is what we did:
PREVIOUS SOLUTION: Used PerlDesk hosted on our server
NEW SOLUTION: Moved to Kayako eSupport. Support desk hosted on Kayako servers. This way, they upgrade the support system themselves and the desk is available regardless of whether or not our servers are online. Our support desk has a seperate domain: http://FastDesk.Net
PREVIOUS SOLUTION: Local mailing list
NEW SOLUTION: Small site located offsite. Contains contact telephone numbers, email addresses with outage announcements. Located at http://InnoHosting.Net
We have used .net for our network site and .com for our main site (located on our servers).
Hope this helps...
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Great summary stealthdevil, it will certainly will be helpful for others reviewing the thread in the future.
@ALL: As your business grows larger, it may be cost effective to host billing, support, and other miscellaneous business related applications on one remote server. This would allow for immediate updates to one critical server as soon as they are available.
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