{"id":83002,"date":"2020-05-27T13:42:38","date_gmt":"2020-05-27T11:42:38","guid":{"rendered":"https:\/\/prohoster.info\/blog\/administrirovanie\/delaem-podderzhku-deshevle-starayas-ne-rasteryat-kachestvo"},"modified":"2020-05-27T13:42:38","modified_gmt":"2020-05-27T11:42:38","slug":"delaem-podderzhku-deshevle-starayas-ne-rasteryat-kachestvo","status":"publish","type":"post","link":"https:\/\/prohoster.info\/cs\/blog\/administrirovanie\/delaem-podderzhku-deshevle-starayas-ne-rasteryat-kachestvo","title":{"rendered":"Sna\u017e\u00edme se ud\u011blat podporu levn\u011bj\u0161\u00ed, p\u0159i\u010dem\u017e se sna\u017e\u00edme neztratit kvalitu","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"

\"Sna\u017e\u00edme<\/a><\/noindex>Re\u017eim havarijn\u00edho p\u0159\u00edstupu (tak\u00e9 naz\u00fdvan\u00fd IPKVM), kter\u00fd umo\u017e\u0148uje p\u0159ipojen\u00ed k VPS bez RDP p\u0159\u00edmo na \u00farovni hypervisoru, \u0161et\u0159\u00ed 15\u201320 minut t\u00fddn\u011b.<\/i><\/p>\n

Prvn\u00ed a nejd\u016fle\u017eit\u011bj\u0161\u00ed \u2014 nezlobit lidi.<\/b> Na cel\u00e9m sv\u011bt\u011b je technick\u00e1 podpora rozd\u011blena do \u00farovn\u00ed, a pracovn\u00edk prvn\u00ed \u00farovn\u011b by m\u011bl nejprve zkusit typick\u00e9 zp\u016fsoby \u0159e\u0161en\u00ed. Pokud \u00fakol p\u0159ekro\u010duje jejich hranice, m\u011bl by b\u00fdt p\u0159ed\u00e1n druh\u00e9 \u00farovni. Mezi spr\u00e1vci VDS se v\u0161ak \u010dasto vyskytuj\u00ed lid\u00e9, kte\u0159\u00ed um\u00ed p\u0159em\u00fd\u0161let. Na rozd\u00edl od mnoha jin\u00fdch podpor. No, alespo\u0148 podstatn\u011b \u010dast\u011bji. A dob\u0159e strukturovan\u00fd tiket u\u017e od za\u010d\u00e1tku popisuje v\u0161e pot\u0159ebn\u00e9. Pokud prvn\u00ed \u00farove\u0148 \u201ep\u0159ehl\u00e9dne\u201c a n\u00e1hodou na takov\u00fd dotaz po\u017e\u00e1d\u00e1 o zapnut\u00ed a vypnut\u00ed \u2014 to je fiasko.<\/p>\n

\u00dakol je velmi jednoduch\u00fd: ud\u011blat podporu na\u0161eho VDS hostingu adekv\u00e1tn\u00ed p\u0159i minim\u00e1ln\u00edch n\u00e1kladech. Proto\u017ee jsme fastfood sv\u011bta poskytovatel\u016f hostingu: \u017e\u00e1dn\u00e9 zvl\u00e1\u0161tn\u00ed \u201evylep\u0161ov\u00e1n\u00ed\u201c, n\u00edzk\u00e9 ceny, norm\u00e1ln\u00ed kvalita. D\u0159\u00edve<\/a><\/noindex> byl u\u017e \u0159e\u010d o tom, \u017ee s p\u0159\u00edchodem instagramov\u00fdch influencer\u016f, kte\u0159\u00ed se sna\u017e\u00ed automatizovat spr\u00e1vu \u00fa\u010dt\u016f a majitel\u00e9 mal\u00fdch podnik\u016f s extern\u00ed \u00fa\u010detn\u00ed a ostatn\u00ed m\u00e9n\u011b technologicky zdatn\u00ed lid\u00e9, komunikace \u201ejako admin s adminem\u201c p\u0159estala fungovat. Bylo nutn\u00e9 zm\u011bnit jazyk komunikace.<\/p>\n

Nyn\u00ed pov\u00edm o procesech trochu v\u00edce \u2014 a o nevyhnuteln\u00fdch chyb\u00e1ch s nimi.
\n<\/a><\/noindex><\/p>\n

Nezlobit lidi \u010d\u00edslo 1<\/h2>\n

\nJak\u00e1koli podpora je masov\u00e1 v\u00fdroba. P\u0159\u00edjde \u017e\u00e1dost, pracovn\u00edk prvn\u00ed \u00farovn\u011b se hned sna\u017e\u00ed rozpoznat typickou situaci, kter\u00e1 se ji\u017e stokr\u00e1t stala a stokr\u00e1t je\u0161t\u011b stane. \u0160ance 90 %, \u017ee \u017e\u00e1dost je typick\u00e1, a odpov\u011bd\u011bt na ni lze stisknut\u00edm doslova p\u00e1r tla\u010d\u00edtek, aby se pou\u017eila \u0161ablona. Do \u0161ablony obvykle sta\u010d\u00ed napsat p\u00e1r slov \u2014 a je hotovo. Nebo se p\u0159ihl\u00e1sit do ovl\u00e1dac\u00edho rozhran\u00ed a tam stisknout p\u00e1r tla\u010d\u00edtek. V slo\u017eit\u011bj\u0161\u00edch p\u0159\u00edpadech (p\u0159esuny z oblasti do oblasti, nap\u0159\u00edklad) je t\u0159eba prov\u00e9st akce podle algoritmu. <\/p>\n

To, co lidi nejv\u00edce na\u0161tve bez ohledu na ostatn\u00ed kvality podpory, je typick\u00e1 reakce na netypickou \u017e\u00e1dost. P\u0159\u00edjde tiket, kde je v\u0161e podrobn\u011b pops\u00e1no, je tam spousta pot\u0159ebn\u00fdch dat na t\u0159i ot\u00e1zky dop\u0159edu, klient p\u0159edpokl\u00e1d\u00e1 dialog\u2026 A na z\u00e1klad\u011b prvn\u00edch slov pracovn\u00edk podpory na autopilota vypad\u00e1 akord pro vlo\u017een\u00ed \u0161ablony \u201ezkuste restartovat, m\u011blo by to pomoci\u201c. <\/p>\n

Tohle lidi opravdu \u0161okuje a pr\u00e1v\u011b po takov\u00fdch situac\u00edch z\u016fst\u00e1v\u00e1 nejv\u00edce negativn\u00edch recenz\u00ed a rozhn\u011bvan\u00fdch koment\u00e1\u0159\u016f. Je jasn\u00e9, \u017ee jsme se v tomhle m\u00fdlili, a odtud zn\u00e1me statistiku. Ob\u010das jsme chybovali r\u016fzn\u011b, ale takov\u00e9 p\u0159\u00edpady jsou v\u017edy naprosto \u0161\u00edlen\u00e9. V\u010detn\u011b pro n\u00e1s samotn\u00e9. Samoz\u0159ejm\u011b bychom si p\u0159\u00e1li, aby se n\u011bco takov\u00e9ho nest\u00e1valo v\u016fbec. Ale v praxi to nen\u00ed moc mo\u017en\u00e9: jednou za n\u011bkolik t\u00fddn\u016f unaven\u00fd zam\u011bstnanec bez my\u0161len\u00ed stiskne ty z\u00e1bavn\u00e9 tla\u010d\u00edtka. <\/p>\n

Nehn\u011bvejte lidi \u010d. 2<\/h2>\n

\nDruh\u00e1 v\u011bc, kter\u00e1 mi stejn\u011b tak leze na nervy, je, kdy\u017e na ticket nikdo dost dlouho neodpov\u00edd\u00e1. V Evrop\u011b je takov\u00e9 chov\u00e1n\u00ed podpory b\u011b\u017en\u00e9: t\u0159i dny na p\u0159ijet\u00ed incidentu do pr\u00e1ce \u2014 to je v\u00edce ne\u017e norm\u00e1ln\u00ed. I kdy\u017e je to pro v\u00e1s velmi urgentn\u00ed a n\u011bco ho\u0159\u00ed \u2014 \u017e\u00e1dn\u00e9 soci\u00e1ln\u00ed s\u00edt\u011b, \u017e\u00e1dn\u00fd telefon, \u017e\u00e1dn\u00fd messenger, jen e-mail a \u010dekejte na svou \u0159adu. V Rusku je to mnohem m\u00e9n\u011b roz\u0161\u00ed\u0159en\u00e9, ale stejn\u011b se n\u011bkter\u00e9 tickety \u201ezapom\u00ednaj\u00ed\u201c. Je\u0161t\u011b na sam\u00e9m za\u010d\u00e1tku jsme nastavili SLA na prvn\u00ed reakci 15 minut. A to p\u0159i 24\/7 seri\u00f3zn\u00ed podpo\u0159e. Je jasn\u00e9, \u017ee kdy\u017e se VDS hosting st\u00e1v\u00e1 velk\u00fdm, to se objevuje. Ale u pochybn\u011bj\u0161\u00edch poskytovatel\u016f takov\u00e9 v\u011bci nejsou. A na za\u010d\u00e1tku jsme byli pr\u00e1v\u011b takov\u00fdm podez\u0159el\u00fdm a teprve pozd\u011bji se stali v\u00edce m\u00e9n\u011b velk\u00fdmi. No, sp\u00ed\u0161e pr\u016fm\u011brn\u00fdmi. <\/p>\n

Prvn\u00ed linie \u2014 oper\u00e1to\u0159i, kter\u00fdm dali skripty a nau\u010dili je reagovat na typick\u00e9 situace. Rychle a efektivn\u011b t\u0159\u00edd\u00ed probl\u00e9my a sna\u017e\u00ed se do 15 minut bu\u010f odpov\u011bd\u011bt typick\u00fdm zp\u016fsobem, nebo informovat, \u017ee ticket je v pr\u00e1ci, a p\u0159edat ho druh\u00e9 linii.<\/p>\n

Druh\u00e1 linie \u2014 to jsou u\u017e administr\u00e1to\u0159i hostingu, kte\u0159\u00ed um\u00ed t\u00e9m\u011b\u0159 v\u0161echno d\u011blat ru\u010dn\u011b. Zde je tak\u00e9 vedouc\u00ed podpory, kter\u00fd um\u00ed v\u0161echno a je\u0161t\u011b trochu nav\u00edc. T\u0159et\u00ed linie \u2014 to u\u017e jsou v\u00fdvoj\u00e1\u0159i, ke kter\u00fdm p\u0159ich\u00e1zej\u00ed tickety jako \u201eopravit tohle v rozhran\u00ed\u201c nebo \u201etakov\u00fd parametr se tam po\u010d\u00edt\u00e1 \u0161patn\u011b\u201c. <\/p>\n

Sn\u00ed\u017eit po\u010det \u017e\u00e1dost\u00ed<\/h2>\n

\nZ pochopiteln\u00fdch d\u016fvod\u016f, pokud chcete poskytovat levnou podporu, mus\u00edte zv\u00fd\u0161it automatizaci, nikoli prvn\u00ed linii, aby lid\u00e9 se sc\u00e9n\u00e1\u0159i mohli rychleji reagovat. M\u00edsto lid\u00ed se sc\u00e9n\u00e1\u0159i by m\u011bly b\u00fdt skute\u010dn\u00e9 skripty. Proto jednou z prvn\u00edch v\u011bc\u00ed, kter\u00e9 jsme ud\u011blali, je automatizace proces\u016f spu\u0161t\u011bn\u00ed virtu\u00e1ln\u00edho stroje, \u0161k\u00e1lov\u00e1n\u00ed zdroj\u016f (v\u010detn\u011b disku nahoru a dol\u016f, ale ne frekvence procesoru) a podobn\u00e9 \u00fakoly. \u010c\u00edm v\u00edce m\u016f\u017ee u\u017eivatel ud\u011blat z rozhran\u00ed, t\u00edm jednodu\u0161\u0161\u00ed to je pro prvn\u00ed linii, a t\u00edm m\u00e9n\u011b m\u016f\u017ee b\u00fdt. Kdy\u017e se u\u017eivatel obr\u00e1t\u00ed s n\u011b\u010d\u00edm, co je dostupn\u00e9 v jeho u\u017eivatelsk\u00e9m rozhran\u00ed, je t\u0159eba ud\u011blat a vysv\u011btlit, jak to lze prov\u00e9st samostatn\u011b. <\/p>\n

Pokud nepot\u0159ebuje\u0161 podporu, znamen\u00e1 to, \u017ee si dob\u0159e porad\u00ed. <\/p>\n

Druh\u00e1 vlastnost, kter\u00e1 \u0161et\u0159\u00ed \u010das, je dlouh\u00e9 vypl\u0148ov\u00e1n\u00ed znalostn\u00ed b\u00e1ze. Pokud m\u00e1 u\u017eivatel probl\u00e9m, kter\u00fd nen\u00ed na seznamu podporovan\u00fdch akc\u00ed (nej\u010dast\u011bji jde o dotazy na \u00farovni \u201ejak nastavit server Minecraftu\u201c nebo \u201ekde v syst\u00e9mu Windows Server nastavit VPS\u201c), je naps\u00e1n \u010dl\u00e1nek do znalostn\u00ed b\u00e1ze. Stejn\u011b podrobn\u00fd \u010dl\u00e1nek je naps\u00e1n na v\u0161echny podivn\u00e9 dotazy. Nap\u0159\u00edklad pokud u\u017eivatel po\u017e\u00e1d\u00e1 podporu o odstran\u011bn\u00ed vestav\u011bn\u00e9ho firewallu Windows Server, po\u0161leme mu odkazy na to, co se stane, pokud ho skute\u010dn\u011b deaktivuje, a jak povolit p\u0159\u00edstup pouze pro vybran\u00fd software. Proto\u017ee probl\u00e9m b\u00fdv\u00e1 obvykle s t\u00edm, \u017ee se n\u011bco nem\u016f\u017ee p\u0159ipojit kv\u016fli nastaven\u00edm, a ne s vlastn\u00edm firewallem. Ale vysv\u011btlit to poka\u017ed\u00e9 v dialogu je velmi slo\u017eit\u00e9. A deaktivovat firewall se nechce, proto\u017ee pom\u011brn\u011b brzy m\u016f\u017eeme ztratit bu\u010f virtu\u00e1ln\u00ed stroj, nebo klienta. <\/p>\n

Pokud n\u011bco v aplikac\u00edch v znalostn\u00ed b\u00e1zi z\u00edsk\u00e1v\u00e1 velkou n\u00e1v\u0161t\u011bvnost, je mo\u017en\u00e9 vytvo\u0159it distribuci na trhu, aby se objevila slu\u017eba \u201espustit server s ji\u017e nainstalovan\u00fdm t\u00edmto\u201c. Tak to za\u010dalo s Dockerem a tak to za\u010dalo se serverem Minecraftu. Op\u011bt jedna tla\u010d\u00edtko \u201eud\u011blejte mi to dob\u0159e\u201c v rozhran\u00ed \u0161et\u0159\u00ed a\u017e sto tiket\u016f za rok. <\/p>\n

Nouzov\u00fd re\u017eim<\/h2>\n

\nPo t\u011bchto kroc\u00edch z\u016fst\u00e1v\u00e1 nejv\u00edce v\u00e1\u017en\u00fdch poruch vy\u017eaduj\u00edc\u00edch manu\u00e1ln\u00ed z\u00e1sah v tom, \u017ee u\u017eivatel z n\u011bjak\u00e9ho d\u016fvodu ztratil prost\u0159edek vzd\u00e1len\u00e9ho p\u0159\u00edstupu k hostitelsk\u00e9mu OS v hypervizoru. Nej\u010dast\u011bj\u0161\u00ed situace \u2014 ban\u00e1ln\u011b nespr\u00e1vn\u011b nastaven\u00e1 firewall, druh\u00e1 nej\u010dast\u011bj\u0161\u00ed \u2014 n\u011bjak\u00e9 chyby, kter\u00e9 br\u00e1n\u00ed Windows v norm\u00e1ln\u00edm spu\u0161t\u011bn\u00ed a nut\u00ed jej restartovat v nouzov\u00e9m re\u017eimu. A v nouzov\u00e9m re\u017eimu je RDP ve v\u00fdchoz\u00edm nastaven\u00ed nedostupn\u00e9. <\/p>\n

Pro tento p\u0159\u00edpad jsme vytvo\u0159ili havarijn\u00ed re\u017eim. Obecn\u011b je obvykle pro p\u0159\u00edstup k VDS stroji pot\u0159eba m\u00edt n\u011bjak\u00e9ho klienta pro vzd\u00e1lenou pr\u00e1ci. Nej\u010dast\u011bji se jedn\u00e1 o p\u0159\u00edstup prost\u0159ednictv\u00edm konzole, RDP, VNC nebo n\u011bco podobn\u00e9ho. Nev\u00fdhodou t\u011bchto metod je, \u017ee nefunguj\u00ed bez opera\u010dn\u00edho syst\u00e9mu. Ale my na \u00farovni hypervizoru m\u016f\u017eeme z\u00edskat obraz na obrazovce a p\u0159en\u00e1\u0161et tam stisky kl\u00e1ves! Pravda, to dost zat\u011b\u017euje procesor (kv\u016fli faktick\u00e9mu streamov\u00e1n\u00ed videa), ale umo\u017e\u0148uje z\u00edskat po\u017eadovan\u00fd v\u00fdsledek. <\/p>\n

Proto jsme poskytli p\u0159\u00edstup k havarijn\u00edmu re\u017eimu v\u0161em u\u017eivatel\u016fm, ale je omezen\u00fd co do doby nep\u0159etr\u017eit\u00e9ho pou\u017e\u00edv\u00e1n\u00ed. Na\u0161t\u011bst\u00ed, jak ukazuje praxe, tohoto \u010dasu je dost na restartov\u00e1n\u00ed a opravu n\u011b\u010deho.<\/p>\n

V\u00fdsledek \u2014 je\u0161t\u011b m\u00e9n\u011b ticket\u016f na podporu. A tam, kde m\u016f\u017ee administr\u00e1tor opravit ticket s\u00e1m, nen\u00ed t\u0159eba, aby podpora zasahovala a zkoumala. <\/p>\n

Zbyl\u00e9 probl\u00e9my<\/h2>\n

\nVelmi \u010dasto u\u017eivatel\u00e9 mysl\u00ed, \u017ee jim podpora n\u011bco vnucuje. <\/b>S t\u00edm, bohu\u017eel, nelze nic d\u011blat (no nebo jsme na to nep\u0159i\u0161li). Dva nej\u010dast\u011bj\u0161\u00ed p\u0159\u00edklady \u2014 to jsou limity na zdroje a DDoS ochrana. <\/p>\n

Na ka\u017ed\u00e9m virtu\u00e1ln\u00edm stroji jsou limity zat\u00ed\u017een\u00ed na disk, pam\u011b\u0165 a povolen\u00fd provoz. Mo\u017enost nastaven\u00ed limit\u016f je pops\u00e1na v nab\u00eddce, samotn\u00e9 limity jsou nastaveny tak, aby v\u011bt\u0161ina u\u017eivatel\u016f mohla bez probl\u00e9m\u016f pracovat, ani\u017e by o nich v\u011bd\u011bla. Ale pokud n\u00e1hle za\u010dnete hodn\u011b vy\u010derp\u00e1vat kan\u00e1l a disk, algoritmy automaticky varuj\u00ed u\u017eivatele. Od dubna minul\u00e9ho roku jsme zru\u0161ili automatick\u00e9 blokace. M\u00edsto toho - nastaven\u00ed m\u011bkk\u00fdch limit\u016f na prom\u011bnlivou dobu. <\/p>\n

D\u0159\u00edve to bylo takhle: varov\u00e1n\u00ed, a pokud u\u017eivatel nereagoval, n\u00e1sledovala automatick\u00e1 blokace. A v tu chv\u00edli byli lid\u00e9 roz\u010d\u00edl\u011bn\u00ed: \"Co si to dovolujete, va\u0161e syst\u00e9my nefunguj\u00ed, nic se nestalo!\" A pak se dalo bu\u010f pokusit vy\u0159e\u0161it probl\u00e9m se softwarov\u00fdm n\u00e1strojem, nebo navrhnout zv\u00fd\u0161en\u00ed tarifu. Nem\u00e1me mo\u017enost zab\u00fdvat se provozem aplikac\u00ed, proto\u017ee to p\u0159ekra\u010duje r\u00e1mec na\u0161\u00ed podpory. Prvn\u00edch n\u011bkolik p\u0159\u00edpad\u016f jsme v\u0161ak vy\u0159e\u0161ili spole\u010dn\u011b s u\u017eivateli. Nejv\u00edce mi utkv\u011bl v pam\u011bti ten, kdy m\u011bl manipula\u010dn\u00ed program na YouTube zabudovan\u00fd trojan, a ten trojan m\u011bl \u00fanik pam\u011bti. Nakonec jsme dosp\u011bli k z\u00e1v\u011bru, \u017ee to nejsou \u017e\u00e1dn\u00e9 \u201eheisenbugy\u201c, ale probl\u00e9my u\u017eivatel\u016f, jinak bychom byli zahlceni podobn\u00fdmi \u017e\u00e1dostmi. Ale je\u0161t\u011b se nikdy nikdo nep\u0159iznal, \u017ee by s\u00e1m p\u0159ekro\u010dil limit tarifu. <\/p>\n

Podobn\u00fd p\u0159\u00edb\u011bh se d\u011bje s DDoS: p\u00ed\u0161eme, \u017ee jste, v\u00e1\u017een\u00fd u\u017eivateli, pod \u00fatokem. P\u0159ipojte pros\u00edm ochranu. A u\u017eivatel: \u201eTo vy m\u011b sami napad\u00e1te!\u201c Samoz\u0159ejm\u011b, \u017ee jednoho u\u017eivatele pokl\u00e1d\u00e1me DDoS-em, abychom ho obelstili na 300 korun. To je p\u0159ece v\u00fdhodn\u00fd obchod. Ano, v\u00edm, \u017ee mnoho velk\u00fdch hosting\u016f, kter\u00e9 pat\u0159\u00ed do dra\u017e\u0161\u00ed kategorie, zahrnuje tuto ochranu v tarifu, ale my to d\u011blat nem\u016f\u017eeme: ekonomika fast foodu diktuje jin\u00e9 minim\u00e1ln\u00ed ceny. <\/p>\n

Nej\u010dast\u011bji si na podporu st\u011b\u017euj\u00ed ti, jejich\u017e data jsme odstranili.<\/b> V tom smyslu, \u017ee jsme je legitimn\u011b odstranili po uplynut\u00ed placen\u00e9ho obdob\u00ed. Pokud n\u011bkdo neobnov\u00ed pron\u00e1jem VDS, dostane n\u011bkolik upozorn\u011bn\u00ed s vysv\u011btlen\u00edm, co se bude d\u00edt d\u00e1l. V okam\u017eiku konce platby se virtu\u00e1ln\u00ed stroj zastav\u00ed, ale jeho obraz se zachov\u00e1v\u00e1. P\u0159ijde je\u0161t\u011b jedno upozorn\u011bn\u00ed, a pak \u2013 je\u0161t\u011b n\u011bkolik. Obraz se uchov\u00e1v\u00e1 dal\u0161\u00edch sedm dn\u00ed a teprve pot\u00e9 je trvale odstran\u011bn. Tak\u017ee je tady skupina lid\u00ed, kte\u0159\u00ed jsou s t\u00edm velmi nespokojeni. Za\u010d\u00ednaj\u00edc\u00ed od \u201eadmin byl propu\u0161t\u011bn, na jeho e-mail chodila upozorn\u011bn\u00ed, obnovte to\u201c a kon\u010de obvin\u011bn\u00edmi z podvodu a hrozbami fyzick\u00e9 pomsty. D\u016fvod \u2013 st\u00e1le stejn\u00e9 ceny pro v\u0161echny ostatn\u00ed u\u017eivatele. Pokud bychom uchov\u00e1vali data m\u011bs\u00edc, pot\u0159ebovali bychom v\u00edce \u00falo\u017ei\u0161\u0165. To by znamenalo vy\u0161\u0161\u00ed ceny pro ka\u017ed\u00e9ho jednotliv\u00e9ho klienta. A ekonomika fast foodu... No, to u\u017e ch\u00e1pete. A nakonec dost\u00e1v\u00e1me na f\u00f3rech recenze ve stylu \u201evzali pen\u00edze, odstranili data, podvodn\u00edci\u201c.<\/p>\n

R\u00e1d bych poznamenal, \u017ee m\u00e1me \u0159adu pr\u00e9miov\u00fdch tarif\u016f. Situace je tam samoz\u0159ejm\u011b jin\u00e1, proto\u017ee zohled\u0148ujeme p\u0159\u00e1n\u00ed z\u00e1kazn\u00edka a flexibiln\u011b nastavujeme jak limity, tak odstran\u011bn\u00ed p\u0159i neplatnosti (p\u0159ivedeme jej do m\u00ednusu, jen abychom nezablokovali). Tam je to ji\u017e ekonomicky rozumn\u00e9, proto\u017ee se opravdu m\u016f\u017ee st\u00e1t cokoliv a udr\u017een\u00ed st\u00e1l\u00e9ho velk\u00e9ho klienta je cenn\u00e9. <\/p>\n

N\u011bkdy jsou u\u017eivatel\u00e9 \u00famysln\u011b zl\u00ed. <\/b>N\u011bkolikr\u00e1t jsme v syst\u00e9mu m\u011bli probl\u00e9my s blokov\u00e1n\u00edm stovek virtu\u00e1ln\u00edch stroj\u016f kv\u016fli n\u011bjak\u00fdm zjevn\u011b nelegitimn\u00edm akc\u00edm z\u00e1kazn\u00edk\u016f. Ve skute\u010dnosti jsme pr\u00e1v\u011b kv\u016fli takov\u00fdm situac\u00edm pot\u0159ebovali vlastn\u00ed s\u00ed\u0165ov\u00e9 ovlada\u010de, abychom sledovali s\u00ed\u0165ovou aktivitu a vid\u011bli, \u017ee u\u017eivatel neprov\u00e1d\u00ed \u00fatok ze sv\u00e9ho serveru. Monitorov\u00e1n\u00ed takov\u00e9ho pl\u00e1nu je d\u016fle\u017eit\u00e9, aby se hranice sousedn\u00edch virtu\u00e1lek nenaru\u0161ovaly v\u00fdtr\u017en\u00edky. <\/p>\n

Jsou takov\u00ed, kte\u0159\u00ed prost\u011b spamuj\u00ed, t\u011b\u017e\u00ed nebo jinak poru\u0161uj\u00ed podm\u00ednky. Pak p\u00ed\u0161\u00ed na podporu a ptaj\u00ed se, co se pokazilo a pro\u010d je stroj zablokov\u00e1n. Pokud je proces v tiketu na sn\u00edmku obrazovky nazv\u00e1n \u201espamer.exe\u201c, pravd\u011bpodobn\u011b se n\u011bco d\u011bje \u0161patn\u011b. Je\u0161t\u011b jednou za dva t\u00fddny k n\u00e1m p\u0159ich\u00e1zej\u00ed st\u00ed\u017enosti od spole\u010dnost\u00ed Sony nebo Lucasfilm (nyn\u00ed \u2014 Disney), \u017ee n\u011bkdo z na\u0161\u00ed virtu\u00e1lky z na\u0161eho rozsahu IP adres\u016f distribuuje pir\u00e1tsk\u00fd film. Za to okam\u017eit\u011b zablokujeme a vr\u00e1t\u00edme zb\u00fdvaj\u00edc\u00ed pen\u00edze na \u00fa\u010dtu podle nab\u00eddky (p\u0159ipom\u00edn\u00e1m: kvantov\u00e1n\u00ed m\u00e1me po vte\u0159in\u00e1ch, tedy zbytek bude v\u017edy p\u0159esn\u011b). A abychom vr\u00e1tili pen\u00edze, je podle z\u00e1kona pot\u0159eba uk\u00e1zat doklad: je to opat\u0159en\u00ed proti pran\u00ed pen\u011bz. Pir\u00e1ti n\u00e1m n\u011bjak zapom\u00ednaj\u00ed \u0159\u00edct, \u017ee jsme jim vzali pen\u00edze, kdy\u017e m\u00edsto uk\u00e1z\u00e1n\u00ed dokladu p\u00ed\u0161\u00ed, \u017ee jsme je oloupili. <\/p>\n

A ano. Nejlep\u0161\u00ed dotaz roku m\u00e1me takov\u00fd: \u201eLze na n\u011bkolik dn\u00ed otestovat virtu\u00e1ln\u00ed stroj za tarif 30 korun za m\u011bs\u00edc p\u0159ed n\u00e1kupem?\u201c<\/p>\n

V\u00fdsledek<\/h2>\n

\nPrvn\u00ed \u00farove\u0148 t\u0159\u00edd\u00ed tikety a odpov\u00edd\u00e1 pomoc\u00ed standardn\u00edch akc\u00ed. Nejv\u00edce nespokojenosti je pr\u00e1v\u011b zde. Opravit to stejn\u011b nebude mo\u017en\u00e9, proto\u017ee z\u00e1klad opravy spo\u010d\u00edv\u00e1 v automatizaci hostingu, tedy v obrovsk\u00e9m backlogu. Ano, m\u00e1me v\u00edce ne\u017e mnoz\u00ed na trhu, ale st\u00e1le to nen\u00ed dost. Proto nejlep\u0161\u00ed, co m\u016f\u017eeme ud\u011blat, je zlep\u0161it monitoring prvn\u00ed \u00farovn\u011b. Monitoring z\u00e1kaznick\u00e9 podpory - pln\u011bn\u00ed KPI prvn\u00ed \u00farovn\u011b. V re\u00e1ln\u00e9m \u010dase jsou viditeln\u00e9 prodlen\u00ed podle SLA: kdo chyboval a \u010dasto - pro\u010d. \u017d\u00e1dosti d\u00edky takov\u00fdm alert\u016fm nikdy neztr\u00e1cej\u00ed. Ano, na tiket m\u016f\u017ee odpov\u011bd\u011bt \u0161ablonou, kter\u00e1 nesouvis\u00ed s t\u00e9matem, ale to se dozv\u00edme a\u017e z zp\u011btn\u00e9 vazby. <\/p>\n

Pokud klient velmi \u017e\u00e1d\u00e1, m\u016f\u017ee specialista druh\u00e9 \u00farovn\u011b vstoupit na server a ud\u011blat to, co klient pot\u0159ebuje (podm\u00ednkou je potvrzen\u00ed e-mailem, ve kter\u00e9m sd\u011bl\u00ed \u00fadaje pro p\u0159\u00edstup na server).<\/p>\n

D\u011bl\u00e1me to velmi z\u0159\u00eddka a tuto pr\u00e1ci sv\u011b\u0159ujeme pouze nejlep\u0161\u00edm, proto\u017ee chceme m\u00edt z\u00e1ruky, \u017ee u\u017eivatelsk\u00e1 data nebudou po\u0161kozena. Nejlep\u0161\u00ed jsou specialist\u00e9 druh\u00e9 \u00farovn\u011b podpory.<\/p>\n

Prvn\u00ed \u00farove\u0148 m\u00e1 znalostn\u00ed b\u00e1zi, kam lze pos\u00edlat pro slo\u017eit\u00e9 p\u0159\u00edpady. <\/p>\n

Bohat\u00e9 funkce osobn\u00edho \u00fa\u010dtu plus znalostn\u00ed b\u00e1ze - a tak se n\u00e1m poda\u0159ilo sn\u00ed\u017eit po\u010det \u017e\u00e1dost\u00ed na pr\u016fm\u011br 1\u20131,5 ro\u010dn\u011b na klienta. <\/p>\n

Druh\u00e1 \u00farove\u0148 obvykle zpracov\u00e1v\u00e1 slo\u017eit\u00e9 \u017e\u00e1dosti, kter\u00e9 vy\u017eaduj\u00ed ru\u010dn\u00ed pr\u00e1ci. Co je charakteristick\u00e9: \u010d\u00edm dra\u017e\u0161\u00ed tarifn\u00ed pl\u00e1n, t\u00edm m\u00e9n\u011b takov\u00fdch \u017e\u00e1dost\u00ed na virtu\u00e1ln\u00ed stroj. Obvykle proto, \u017ee ti, kdo si mohou dovolit drah\u00fd tarif, maj\u00ed bu\u010f specialisty ve stavu, nebo prost\u011b polovina probl\u00e9m\u016f nevznik\u00e1, proto\u017ee konfigurace na v\u0161echno sta\u010d\u00ed. St\u00e1le si pamatuji tu hrdinu, kter\u00fd instaloval nikoliv nejstar\u0161\u00ed Windows Server na konfiguraci s 256 MB pracovn\u00edho pam\u011bti. <\/p>\n

Druh\u00e1 \u00farove\u0148 m\u00e1 sadu distribu\u010dn\u00edch soubor\u016f a sadu automatiza\u010dn\u00edch skript\u016f. Oba dva je mo\u017en\u00e9 aktualizovat podle pot\u0159eby. <\/p>\n

Druh\u00e1 \u00farove\u0148 a osobn\u00ed mana\u017ee\u0159i VIP tarif\u016f um\u011bj\u00ed p\u0159id\u00e1vat pozn\u00e1mky do profilu klienta. Pokud je to Linux-administr\u00e1tor \u2014 tak to zap\u00ed\u0161eme. To bude vod\u00edtkem pro prvn\u00ed \u00farove\u0148: u\u017eivatel p\u0159esn\u011b v\u00ed, \u017ee to nebude z\u00e1sah do nohy, ale kontrolovan\u00e9 zni\u010den\u00ed. <\/p>\n

T\u0159et\u00ed linie vl\u00e1dne tomu nejpodivn\u011bj\u0161\u00edmu. Nap\u0159\u00edklad jsme m\u011bli chybu, kdy nebylo mo\u017en\u00e9 se dostat k jedn\u00e9 z funkc\u00ed osobn\u00edho \u00fa\u010dtu ve Firefoxu. U\u017eivatel p\u0159\u00edmo hrozil: \u201ePokud to do 12 hodin neoprav\u00edte, nap\u00ed\u0161u o tom na v\u0161echny hostitelsk\u00e9 recenze.\u201c Jak se uk\u00e1zalo, probl\u00e9m byl v jeho vlastn\u00edm adblockeru. Na stran\u011b u\u017eivatele, jak podivn\u00e9 se to m\u016f\u017ee zd\u00e1t. \u010casto p\u0159ich\u00e1zej\u00ed slo\u017eit\u00e9 chyby bez detail\u016f a nelze je znovu zopakovat. Jsou detektivov\u00e9 se screenshotem: \u201ePro\u010d to opravujete u\u017e m\u011bs\u00edc?\u201c \u2014 \u201eAno, hled\u00e1me va\u0161i chybu cel\u00fd ten \u010das, prost\u011b,\u201c \u201eAha, dnes se mi to zase stalo, ale znovu jsem to nemohl zopakovat\u2026<\/p>\n

V\u016fbec nikdy nev\u00edte, kde se objev\u00ed screenshot rozhovoru s podporou, a pokud n\u011bkdo kontaktuje podporu, m\u00e1 probl\u00e9m. M\u016f\u017eeme zlep\u0161it vztahy. Minim\u00e1ln\u011b se o to pokusit. <\/p>\n

Ano, v\u00edme, \u017ee na\u0161e podpora nen\u00ed dokonal\u00e1, ale jak douf\u00e1m, spojuje dostate\u010dnou rychlost se dostate\u010dnou kvalitou. A nezvy\u0161uje ceny tarif\u016f t\u011bm, kte\u0159\u00ed by se bez n\u00ed obe\u0161li.<\/p>\n

\"Sna\u017e\u00edme<\/a><\/noindex><\/p>\n

Zdroj: habr.com<\/a> <\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"

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