mlw 2014 lightning talk - top 10 from marklogic support
DESCRIPTION
MarkLogic provides world class support. Understanding how to work effectively with MarkLogic Support can be a critical component of a successful deployment of MarkLogic Server. We will introduce you to MarkLogic support and show you what you can do to not only make your MarkLogic Support experience a positive one, but also what you can do to minimize the need for MarkLogic Support.TRANSCRIPT
© COPYRIGHT 2013 MARKLOGIC CORPORATION. ALL RIGHTS RESERVED.
MarkLogic Support's Top 10 List Presented by: Rick Pelton, Director Global Support Services of things we want you to know
© COPYRIGHT 2013 MARKLOGIC CORPORATION. ALL RIGHTS RESERVED. SLIDE: 2
10
MARKLOGIC SUPPORT IS
ENGINEERING
All Experienced Engineers
SW Development Consulting
Organizationally
Report to VP of Engineering Fully Integrated
Work Closely with
Developers QA PM
© COPYRIGHT 2013 MARKLOGIC CORPORATION. ALL RIGHTS RESERVED. SLIDE: 3
9
MARKLOGIC SUPPORT IS
SINGLE TIER
First Engineer you talk to can drive the incident to resolution.
You do NOT need to explain your
incident more than once NO pressure to “Close” a support ticket
Directive is to do what is best for the
Customer
© COPYRIGHT 2013 MARKLOGIC CORPORATION. ALL RIGHTS RESERVED. SLIDE: 4
8 MARKLOGIC SUPPORT
WORKS ALL THE TIME
International Business Hours Urgent
24/7 Follow the Sun
© COPYRIGHT 2013 MARKLOGIC CORPORATION. ALL RIGHTS RESERVED. SLIDE: 5
7
YOU CAN INTERACT WITH US
COMPLETELY THROUGH E-MAIL
[email protected] [email protected] Internal Support Mailing List All comments included Followed by
All Engineers; Consultants Others Inside MarkLogic
© COPYRIGHT 2013 MARKLOGIC CORPORATION. ALL RIGHTS RESERVED. SLIDE: 6
6
WE HAVE A SUPPORT PORTAL
© COPYRIGHT 2013 MARKLOGIC CORPORATION. ALL RIGHTS RESERVED. SLIDE: 7
5
WE NEED TO KNOW YOU
For Entitled Customers Only Active Maintenance Contracts Register Your Support Contacts Before you need us To Avoid Delays when you do [email protected] Collaborative Effort
MarkLogic is a Platform Your Application Your Infrastructure
© COPYRIGHT 2013 MARKLOGIC CORPORATION. ALL RIGHTS RESERVED. SLIDE: 8
4
YOU NEED TO KNOW US
Support Contacts should
Know MarkLogic Server Be Trained
FREE Resources for EVERYONE
Training Developer.MarkLogic.com
Documentation Tutorials
Mailing Lists Developer General StackOverflow
© COPYRIGHT 2013 MARKLOGIC CORPORATION. ALL RIGHTS RESERVED. SLIDE: 9
3 EVERYONE
KNOWS YOU FILED THAT URGENT
INCIDENT
All Hands on Deck Text Message Sent to Everyone on the Support Team Engineering Managers Executive Management Consulting Managers Internal Support Mailing List
© COPYRIGHT 2013 MARKLOGIC CORPORATION. ALL RIGHTS RESERVED. SLIDE: 10
2 THERE ARE WAYS TO
AVOID TALKING TO
MARKLOGIC SUPPORT
Keep a Run Book Practice before it counts Periodically revisit sizing assumptions Monitor Trends Test your application
At Scale At Peak Load
Understand How Systems Perform
In General In MarkLogic
© COPYRIGHT 2013 MARKLOGIC CORPORATION. ALL RIGHTS RESERVED. SLIDE: 11
Have an incident impacting your MarkLogic Server Discover a Bug Yes, bugs do happen We want to know ! Have a question Have a suggestion
1
BUT DO TALK TO US
IF YOU
© COPYRIGHT 2013 MARKLOGIC CORPORATION. ALL RIGHTS RESERVED. SLIDE: 12
THANK YOU
Register Your Support Contacts
BEFORE
You Need Us
