{"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\/sk\/blog\/administrirovanie\/delaem-podderzhku-deshevle-starayas-ne-rasteryat-kachestvo","title":{"rendered":"Rob\u00edme podporu lacnej\u0161ou, sna\u017eiac sa nestrati\u0165 kvalitu.","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"

\"Rob\u00edme<\/a><\/noindex>Havarijn\u00fd re\u017eim (tie\u017e zn\u00e1my ako IPKVM) umo\u017e\u0148uje pripojenie k VPS bez RDP priamo z \u00farovne hyperv\u00edzora, \u010d\u00edm u\u0161etr\u00ed 15\u201320 min\u00fat t\u00fd\u017edenne.<\/i><\/p>\n

Prv\u00e9 a najd\u00f4le\u017eitej\u0161ie \u2014 nedr\u00e1\u017edi\u0165 \u013eud\u00ed.<\/b> Na celom svete je podpora rozdelen\u00e1 na \u00farovne, a zamestnanec prvej \u00farovne sa mus\u00ed sna\u017ei\u0165 vyrie\u0161i\u0165 typick\u00e9 probl\u00e9my. Ak \u00faloha presahuje ich mo\u017enosti, odovzd\u00e1 ju druhej \u00farovni. Medzi administr\u00e1tormi VDS sa pomerne \u010dasto n\u00e1jdu \u013eudia, ktor\u00ed vedia prem\u00fd\u0161\u013ea\u0165, na rozdiel od mnoh\u00fdch in\u00fdch podpor. Aspo\u0148 v\u00fdrazne \u010dastej\u0161ie. A t\u00edto spr\u00e1vne \u0161trukt\u00faruj\u00fa tikety, okam\u017eite opisuj\u00fac v\u0161etko potrebn\u00e9. Ak prvej \u00farovni \u201em\u00f4\u017ee zamkn\u00fa\u0165\u201c o\u010di a n\u00e1hodou v odpovedi na tak\u00e9to nie\u010do po\u017eiadali o zapnutie a vypnutie \u2014 to je fiasko.<\/p>\n

\u00daloha je ve\u013emi jednoduch\u00e1: spravi\u0165 podporu n\u00e1\u0161ho VDS hostingu adekv\u00e1tnou s minim\u00e1lnymi n\u00e1kladmi. Preto\u017ee sme fast food sveta hostingov\u00fdch poskytovate\u013eov: \u017eiadne \u0161peci\u00e1lne \u201evylep\u0161ovanie\u201c, n\u00edzke ceny, norm\u00e1lna kvalita. Predt\u00fdm<\/a><\/noindex> u\u017e bol pr\u00edbeh o tom, \u017ee s pr\u00edchodom Instagram mil\u00e1\u010dikov, ktor\u00ed sa sna\u017eia automatizova\u0165 spravovanie \u00fa\u010dtu a majite\u013eov mal\u00fdch podnikov s externou \u00fa\u010dtovnou agendou a ostatn\u00fdch, ktor\u00ed nie s\u00fa pr\u00edli\u0161 zdatn\u00ed v technol\u00f3gi\u00e1ch, prestalo plati\u0165 rozpr\u00e1vanie \u201eako admin s adminom\u201c. Museli sme zmeni\u0165 jazyk komunik\u00e1cie.<\/p>\n

Teraz v\u00e1m poviem o procesoch trochu viac \u2014 a o nevyhnutn\u00fdch chyb\u00e1ch s nimi.
\n<\/a><\/noindex><\/p>\n

Nedr\u00e1\u017edi\u0165 \u013eud\u00ed \u010d. 1<\/h2>\n

\nAk\u00e1ko\u013evek podpora je p\u00e1sov\u00e1 v\u00fdroba. Prich\u00e1dza po\u017eiadavka, zamestnanec prvej \u00farovne sa hne\u010f sna\u017e\u00ed rozpozna\u0165 typick\u00fa situ\u00e1ciu, ktor\u00e1 u\u017e tis\u00edckr\u00e1t nastala a tis\u00edckr\u00e1t e\u0161te nastane. \u0160anca je 90 %, \u017ee po\u017eiadavka je typick\u00e1 a odpoveda\u0165 na \u0148u mo\u017eno stla\u010den\u00edm doslova nieko\u013ek\u00fdch tla\u010didiel, aby sa vlo\u017eil \u0161abl\u00f3nov\u00fd text. Do \u0161abl\u00f3ny je zvy\u010dajne potrebn\u00e9 dop\u00edsa\u0165 p\u00e1r slov \u2014 a hotovo. Alebo vst\u00fapi\u0165 do administrat\u00edvneho rozhrania a stla\u010di\u0165 tam nieko\u013eko tla\u010didiel. V zlo\u017eit\u011bj\u0161\u00edch pr\u00edpadoch (napr\u00edklad pri presunoch z jednej z\u00f3ny do druhej) je potrebn\u00e9 vykona\u0165 \u00fakony pod\u013ea algoritmu. <\/p>\n

Najviac \u013eud\u00ed roz\u010du\u013euje typick\u00e1 reakcia na netradi\u010dn\u00fa po\u017eiadavku, bez oh\u013eadu na in\u00e9 kvality podpory. Pr\u00edde tiket, kde je v\u0161etko podrobne pop\u00edsan\u00e9, s\u00fa tam v\u0161etky potrebn\u00e9 \u00fadaje na tri ot\u00e1zky dopredu, klient predpoklad\u00e1 dialog\u2026 A na prv\u00fdch slov\u00e1ch zamestnanec podpory automaticky zad\u00e1va obvykl\u00fa fr\u00e1zu \u201esk\u00faste re\u0161tartova\u0165, malo by to pom\u00f4c\u0165\u201c. <\/p>\n

Toto priamo rozb\u00edja hlavy \u013eu\u010fom a pr\u00e1ve po tak\u00fdchto situ\u00e1ci\u00e1ch zost\u00e1va najviac negat\u00edvnych recenzi\u00ed a rozhor\u010den\u00fdch koment\u00e1rov. Je jasn\u00e9, \u017ee sme sa takto m\u00fdlili, odtia\u013e pozn\u00e1me \u0161tatistiky. Chyby sme robili r\u00f4zne, ale tak\u00e9to pr\u00edpady s\u00fa v\u017edy jednoducho \u0161ialen\u00e9. To plat\u00ed aj pre n\u00e1s sam\u00fdch. Samozrejme, chceli by sme, aby sa to v\u00f4bec nest\u00e1valo. Ale to nie je praxou ve\u013emi mo\u017en\u00e9: ka\u017ed\u00fdch p\u00e1r t\u00fd\u017ed\u0148ov unaven\u00fd zamestnanec ob\u010das stla\u010d\u00ed vesel\u00e9 tla\u010didl\u00e1. <\/p>\n

Nerobi\u0165 \u013eu\u010fom zle \u2116 2<\/h2>\n

\nDruh\u00e1 vec, ktor\u00e1 rovnak\u00fdm sp\u00f4sobom nar\u00fa\u0161a myse\u013e, je, ke\u010f na tiket nikto dostato\u010dne dlho neodpoved\u00e1. V Eur\u00f3pe je tak\u00e9 spr\u00e1vanie podpory norm\u00e1lne: tri dni na spracovanie incidentu je \u00faplne v pohode. Aj ke\u010f je to ve\u013emi urgentn\u00e9 a nie\u010do hor\u00ed \u2014 \u017eiadne soci\u00e1lne siete, \u017eiadny telef\u00f3n, \u017eiadny messenger, len e-mail a \u010dakajte vo svojej rade. V Rusku je to ove\u013ea menej roz\u0161\u00edren\u00e9, ale aj tak niektor\u00e9 tikety s\u00fa \u201ezabudnut\u00e9\u201c. E\u0161te na za\u010diatku sme nastavili SLA na prv\u00fa reakciu 15 min\u00fat. A to pri 24\/7 rozumnom pr\u00edstupe. Je jasn\u00e9, \u017ee ke\u010f sa VDS hosting stane ve\u013ek\u00fdm, to sa objav\u00ed. Ale u pochybn\u00fdch poskytovate\u013eov slu\u017eieb tak\u00e9 nie je. A na za\u010diatku sme boli pr\u00e1ve pochybn\u00fdmi a iba potom sme sa stali viac-menej v\u00e4\u010d\u0161\u00edmi. No dobre, viac-menej priemern\u00fdmi. <\/p>\n

Prv\u00e1 l\u00ednia \u2014 oper\u00e1tori, ktor\u00ed dostali skripty a nau\u010dili sa reagova\u0165 na typick\u00e9 situ\u00e1cie. R\u00fdchlo r\u00fdchlo triedia probl\u00e9my a sna\u017eia sa za 15 min\u00fat odpoveda\u0165 obvyklou \u010dinnos\u0165ou, alebo ozn\u00e1mi\u0165, \u017ee tiket je v pr\u00e1ci a odovzda\u0165 ho druhej l\u00ednii.<\/p>\n

Druh\u00e1 l\u00ednia \u2014 u\u017e administr\u00e1tori hostingu, ktor\u00ed vedia skoro v\u0161etko robi\u0165 rukami. Tam je aj ved\u00faci podpory, ktor\u00fd dok\u00e1\u017ee v\u0161etko a e\u0161te nie\u010do navy\u0161e. Tretia l\u00ednia \u2014 u\u017e v\u00fdvoj\u00e1ri, kam sa dostan\u00fa tikety ako \u201eopravi\u0165 toto v rozhran\u00ed\u201c alebo \u201enespr\u00e1vne sa berie tak\u00fdto parameter tamto\u201c. <\/p>\n

Zn\u00ed\u017ei\u0165 po\u010det po\u017eiadaviek<\/h2>\n

\nZ logick\u00e9ho h\u013eadiska, ak chcete poskytova\u0165 podporu za n\u00edzku cenu, nemali by ste zvy\u0161ova\u0165 prv\u00fa l\u00edniu, aby sa \u013eudia so skriptami vyrovnali r\u00fdchlej\u0161ie, ale mali by ste zvy\u0161ova\u0165 automatiz\u00e1ciu. Namiesto \u013eud\u00ed so skriptami by mali by\u0165 skuto\u010dn\u00e9 skripty. Preto jednou z prv\u00fdch vec\u00ed, ktor\u00e9 sme urobili, je automatiz\u00e1cia procesov sp\u00fa\u0161\u0165ania virtu\u00e1lnej ma\u0161iny, \u0161k\u00e1lovania zdrojov (vr\u00e1tane diskov\u00fdch priestorov nahor a nadol, ale nie frekvencie procesora) a \u010fal\u0161\u00edch podobn\u00fdch \u00faloh. \u010c\u00edm viac m\u00f4\u017ee pou\u017e\u00edvate\u013e urobi\u0165 z rozhrania, t\u00fdm jednoduch\u0161ie m\u00f4\u017ee by\u0165 pre prv\u00fa l\u00edniu a t\u00fdm menej m\u00f4\u017ee existova\u0165. Ke\u010f sa pou\u017e\u00edvate\u013e obr\u00e1ti s nie\u010d\u00edm, \u010do je v jeho osobnom \u00fa\u010dte, je potrebn\u00e9 uk\u00e1za\u0165 a poveda\u0165, ako to m\u00f4\u017ee vykona\u0165 samostatne. <\/p>\n

Ak nepotrebuje\u0161 podporu, znamen\u00e1 to, \u017ee si porad\u00ed\u0161 dobre. <\/p>\n

Druh\u00e1 vlastnos\u0165, ktor\u00e1 ve\u013emi \u0161etr\u00ed \u010das, je dlh\u00e9 vyp\u013a\u0148anie datab\u00e1zy znalost\u00ed. Ak m\u00e1 pou\u017e\u00edvate\u013e probl\u00e9m, ktor\u00fd nie je zahrnut\u00fd v zozname podporovan\u00fdch akci\u00ed (\u010dasto ide o ot\u00e1zky typu \u201eako nain\u0161talova\u0165 server Minecraft\u201c alebo \u201ekde v syst\u00e9me Windows Server nastavi\u0165 VPS\u201c), p\u00ed\u0161e sa \u010dl\u00e1nok do datab\u00e1zy znalost\u00ed. Rovnako podrobn\u00fd \u010dl\u00e1nok sa p\u00ed\u0161e na v\u0161etky nezvy\u010dajn\u00e9 po\u017eiadavky. Napr\u00edklad, ak pou\u017e\u00edvate\u013e \u017eiada podporu o odstr\u00e1nenie vstavan\u00e9ho firewallu Windows Server, posielame ho \u010d\u00edta\u0165 o tom, \u010do sa stane, ak ho naozaj vypne, a ako nastavova\u0165 povolenia iba pre vybran\u00fd softv\u00e9r. Preto\u017ee probl\u00e9m je zvy\u010dajne s t\u00fdm, \u017ee nie\u010do sa nedok\u00e1\u017ee pripoji\u0165 kv\u00f4li nastaveniam, a nie s firewallom samotn\u00fdm. Ale vysvetli\u0165 to ka\u017ed\u00fd raz v dial\u00f3gu je ve\u013emi zlo\u017eit\u00e9. A vyp\u00edna\u0165 firewall sa akosi nechce, preto\u017ee \u010doskoro strat\u00edme bu\u010f virtu\u00e1lnu ma\u0161inu, alebo klienta. <\/p>\n

Ak sa nie\u010do o aplika\u010dnom softv\u00e9ri v datab\u00e1ze znalost\u00ed stane ve\u013emi nav\u0161tevovan\u00fdm, je mo\u017en\u00e9 zaradi\u0165 distrib\u00faciu na trh, aby sa objavila slu\u017eba \u201espusti\u0165 server s u\u017e nain\u0161talovan\u00fdm t\u00fdmto\u201c. Vlastne, takto sa to stalo s Dockerom a takto sa to stalo so serverom Minecraft. Op\u00e4\u0165 jedna tla\u010didlo \u201eurobte mi to dobre\u201c v rozhran\u00ed \u0161etr\u00ed a\u017e stovky tiketov za rok. <\/p>\n

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

\nPo t\u00fdchto \u00fakonoch ost\u00e1va v\u00e4\u010d\u0161ina v\u00e1\u017enych por\u00fach, ktor\u00e9 vy\u017eaduj\u00fa manu\u00e1lnu pr\u00e1cu, s t\u00fdm, \u017ee pou\u017e\u00edvate\u013e z nejak\u00e9ho d\u00f4vodu stratil prostriedok na vzdialen\u00fd pr\u00edstup k hos\u0165ovskej OS v hyperv\u00edzore. Naj\u010dastej\u0161\u00edm pr\u00edpadom je jednoducho nespr\u00e1vne nastavenie firewallu, druh\u00fdm naj\u010dastej\u0161\u00edm s\u00fa nejak\u00e9 chyby, ktor\u00e9 neumo\u017e\u0148uj\u00fa norm\u00e1lne spustenie Windows a n\u00fatia re\u0161tartova\u0165 do Zabezpe\u010den\u00e9ho re\u017eimu. A v zabezpe\u010denom re\u017eime nie je RDP \u0161tandardne dostupn\u00e9. <\/p>\n

Na tento pr\u00edpad sme vytvorili havarijn\u00fd re\u017eim. V\u0161eobecne je na pr\u00edstup k VDS-ma\u0161ine potrebn\u00e9 ma\u0165 nejak\u00e9ho klienta na vzdialen\u00fa pr\u00e1cu. Naj\u010dastej\u0161ie ide o konzolov\u00fd pr\u00edstup, RDP, VNC alebo nie\u010do podobn\u00e9. Nev\u00fdhodou t\u00fdchto met\u00f3d je, \u017ee nefunguj\u00fa bez OS. Av\u0161ak my na \u00farovni hyperv\u00edzora m\u00f4\u017eeme z\u00edska\u0165 a pren\u00e1\u0161a\u0165 obraz na obrazovke a z\u00e1rove\u0148 pren\u00e1\u0161a\u0165 stla\u010denia kl\u00e1vesnice! Pravda, to dos\u0165 za\u0165a\u017euje procesor (kv\u00f4li skuto\u010dnej streamingovej video prev\u00e1dzke), ale umo\u017e\u0148uje dosiahnu\u0165 po\u017eadovan\u00fd v\u00fdsledok. <\/p>\n

Preto sme poskytli pr\u00edstup k havarijn\u00e9mu re\u017eimu v\u0161etk\u00fdm pou\u017e\u00edvate\u013eom, ale je obmedzen\u00fd z h\u013eadiska trvania nepretr\u017eit\u00e9ho pou\u017e\u00edvania. Na\u0161\u0165astie, ako ukazuje prax, tejto doby je \u00faplne dos\u0165 na to, aby sa re\u0161tartovali a nie\u010do opravili.<\/p>\n

V\u00fdsledkom je e\u0161te menej tiketov na podporu. A tam, kde m\u00f4\u017ee admin opravi\u0165 tiket s\u00e1m, podpora nemus\u00ed zasahova\u0165 rukami a zis\u0165ova\u0165. <\/p>\n

Zost\u00e1vaj\u00face probl\u00e9my<\/h2>\n

\nVe\u013emi \u010dasto si pou\u017e\u00edvatelia myslia, \u017ee podpora im nie\u010do vnucuje. <\/b>S t\u00fdm, \u017eia\u013e, ni\u010d nenarob\u00edme (alebo sme to nevymysleli). Dva naj\u010dastej\u0161ie pr\u00edklady s\u00fa limity na zdroje a DDoS ochrana. <\/p>\n

Na ka\u017edej virtu\u00e1lnej ma\u0161ine s\u00fa limity na za\u0165a\u017eenie disku, pam\u00e4te a povolen\u00fd prenos. Mo\u017enos\u0165 nastavenia limitov je uveden\u00e1 v ponuke, samy limity s\u00fa nastaven\u00e9 tak, aby v\u00e4\u010d\u0161ina pou\u017e\u00edvate\u013eov mohla bez probl\u00e9mov pracova\u0165, ani nevediac o nich. Ak sa v\u0161ak n\u00e1hle za\u010dnete ve\u013emi za\u0165a\u017eova\u0165 prenosom a diskom, algoritmy automaticky varuj\u00fa pou\u017e\u00edvate\u013ea. Od apr\u00edla minul\u00e9ho roku sme odstr\u00e1nili automatick\u00e9 blok\u00e1cie. Namiesto toho s\u00fa nastaven\u00e9 m\u00e4kk\u00e9 limity na premenliv\u00e9 obdobie. <\/p>\n

Predt\u00fdm to fungovalo takto: varovanie, a ak sa pou\u017e\u00edvate\u013e neozval, automatick\u00e1 blok\u00e1cia. A v tom momente sa \u013eudia ur\u00e1\u017eali: \u201e\u010co to m\u00e1 by\u0165, va\u0161a syst\u00e9m je rozbit\u00fd, ni\u010d nebolo!\u201c \u2013 a \u010falej sa dalo bu\u010f pok\u00fasi\u0165 sa rozpozna\u0165 probl\u00e9m v aplik\u00e1cii, alebo navrhn\u00fa\u0165 zv\u00fd\u0161enie tarify. Nem\u00e1me mo\u017enos\u0165 sk\u00fama\u0165 fungovanie aplik\u00e1ci\u00ed, preto\u017ee to je za hranicami podpory. Hoci sme prv\u00e9 pr\u00edpady rie\u0161ili spolo\u010dne s pou\u017e\u00edvate\u013emi. Zvl\u00e1\u0161\u0165 si pam\u00e4t\u00e1m ten, kde mal manipul\u00e1tor sledovan\u00ed na YouTube vlo\u017een\u00fd tr\u00f3jsky k\u00f4\u0148 a ten tr\u00f3jsky k\u00f4\u0148 mal \u00fanik pam\u00e4te. Nakoniec sme dospeli k z\u00e1veru, \u017ee to nie s\u00fa hiccup bugy, ale probl\u00e9my t\u00fdch pou\u017e\u00edvate\u013eov, inak by sme dostali podobn\u00e9 \u017eiadosti v preplnen\u00fdch mno\u017estv\u00e1ch. Ale e\u0161te nikto nepriznal, \u017ee by s\u00e1m mohol prekro\u010di\u0165 limity. <\/p>\n

Podobn\u00fd pr\u00edbeh \u2013 s DDoS: p\u00ed\u0161eme, \u017ee ste pod \u00fatokom, v\u00e1\u017een\u00fd pou\u017e\u00edvate\u013e. Pros\u00edm, aktivujte ochranu. A pou\u017e\u00edvate\u013e: \"Ve\u010f vy ma sami napad\u00e1te!\" Samozrejme, \u017ee sa sna\u017e\u00edme z\u00edska\u0165 300 kor\u00fan cez DDoS \u00fatok na jedin\u00e9ho pou\u017e\u00edvate\u013ea. Ponuka naozaj l\u00e1kav\u00e1. \u00c1no, viem, \u017ee mnoh\u00e9 ve\u013ek\u00e9 hostingov\u00e9 spolo\u010dnosti z drah\u0161ej kateg\u00f3rie zaradzuj\u00fa t\u00fato ochranu do svojich tarifov, ale my to nem\u00f4\u017eeme urobi\u0165: ekonomika r\u00fdchleho ob\u010derstvenia diktuje in\u00e9 minim\u00e1lne ceny. <\/p>\n

Rovnako \u010dasto s\u00fa nespokojn\u00ed s podporou t\u00ed, ktor\u00fdch \u00fadaje sme odstr\u00e1nili.<\/b> V tom zmysle, \u017ee sme ich legitimne odstr\u00e1nili po uplynut\u00ed zaplaten\u00e9ho obdobia. Ak niekto neobnov\u00ed n\u00e1jom VDS, prich\u00e1dzaj\u00fa nieko\u013eko upozornen\u00ed s vysvetlen\u00edm, \u010do bude \u010falej. V momente uplynutia platnosti sa virtu\u00e1lny stroj zastav\u00ed, ale jeho obraz sa uchov\u00e1. Prich\u00e1dza \u010fal\u0161ie upozornenie, a potom - e\u0161te p\u00e1r. Obraz je ulo\u017een\u00fd e\u0161te sedem dn\u00ed a a\u017e potom sa vyma\u017ee nav\u017edy. Tak\u017ee existuje kateg\u00f3ria \u013eud\u00ed, ktor\u00ed s\u00fa s t\u00fdm ve\u013emi nespokojn\u00ed. Za\u010d\u00ednaj\u00fac od \u201eadmin bol prepusten\u00fd, na jeho e-mail chodili upozornenia, obnovte to\u201c a kon\u010diac obvineniami z podvodu a hrozbami fyzick\u00fdch \u00fatokov. D\u00f4vod - st\u00e1le tie ist\u00e9 ceny pre v\u0161etk\u00fdch ostatn\u00fdch pou\u017e\u00edvate\u013eov. Ak by sme to uchov\u00e1vali mesiac, bolo by potrebn\u00e9 viac \u00falo\u017en\u00e9ho priestoru. To by znamenalo vy\u0161\u0161ie ceny pre ka\u017ed\u00e9ho konkr\u00e9tneho z\u00e1kazn\u00edka. A ekonomika r\u00fdchleho ob\u010derstvenia\u2026 No, ch\u00e1pete. A v d\u00f4sledku toho dost\u00e1vame na f\u00f3rach n\u00e1zory v duchu \u201evzali peniaze, odstr\u00e1nili \u00fadaje, podvodn\u00edci\u201c.<\/p>\n

Chcem zd\u00f4razni\u0165, \u017ee m\u00e1me radu pr\u00e9miov\u00fdch tarifov. Situ\u00e1cia je tam samozrejme odli\u0161n\u00e1, preto\u017ee berieme do \u00favahy po\u017eiadavky z\u00e1kazn\u00edka a flexibilne nastavujeme ako limity, tak aj odstr\u00e1nenie pri neplatbe (uv\u00e1dzame ho do m\u00ednusu, aby sme neblokovali). Tam je to u\u017e ekonomicky v\u00fdhodn\u00e9, preto\u017ee sa naozaj m\u00f4\u017ee sta\u0165 \u010doko\u013evek a udr\u017eanie st\u00e1lych ve\u013ek\u00fdch z\u00e1kazn\u00edkov je ve\u013emi drah\u00e9. <\/p>\n

Niekedy s\u00fa pou\u017e\u00edvatelia zlomyseln\u00ed. <\/b>Nieko\u013ekokr\u00e1t sme v na\u0161om syst\u00e9me zaznamenali poruchy s blokovan\u00edm stoviek virtu\u00e1lnych strojov kv\u00f4li nejak\u00fdm jasne ileg\u00e1lnym \u010dinnostiam z\u00e1kazn\u00edkov. Pr\u00e1ve kv\u00f4li tak\u00fdmto situ\u00e1ci\u00e1m sme potrebovali vlastn\u00e9 sie\u0165ov\u00e9 ovl\u00e1da\u010de na monitorovanie sie\u0165ovej aktivity, aby sme videli, \u017ee pou\u017e\u00edvate\u013e nevykon\u00e1va \u00fatok zo svojho servera. Monitorovanie tak\u00e9hoto druhu je d\u00f4le\u017eit\u00e9, aby sa dodr\u017eiavali hranice susedn\u00fdch virtu\u00e1lnych strojov a aby ich nezachv\u00e1tili b\u00farliv\u00ed chlapci. <\/p>\n

Existuj\u00fa t\u00ed, ktor\u00ed jednoducho spamuju, \u0165a\u017eia alebo inak poru\u0161uj\u00fa zmluvu. Potom sa obracaj\u00fa na podporu a p\u00fdtaj\u00fa sa, \u010do sa pokazilo a pre\u010do bola ich ma\u0161inka zablokovan\u00e1. Ak sa proces v tikete na sn\u00edmke obrazovky naz\u00fdva \u201eposielate\u013e spamu.exe\u201c, tak to zrejme nie\u010do nehr\u00e1. Taktie\u017e raz za dva t\u00fd\u017edne dost\u00e1vame s\u0165a\u017enosti od spolo\u010dnost\u00ed Sony alebo Lucasfilm (teraz \u2014 Disney), \u017ee niekto z na\u0161ej virtu\u00e1lky v na\u0161om rozmedz\u00ed IP-adresov distribuuje pir\u00e1tsky film. Za to okam\u017eite blokujeme a vraciame zvy\u0161ok pe\u0148az\u00ed na \u00fa\u010dte pod\u013ea zmluvy (pripom\u00ednam: na\u0161e kvantovanie je po sek\u00fandach, teda zostatok bude v\u017edy presne). A aby sme vr\u00e1tili peniaze, pod\u013ea z\u00e1kona mus\u00edme uk\u00e1za\u0165 ob\u010diansky preukaz: je to protiopatrenie vo\u010di praniu \u0161pinav\u00fdch pe\u0148az\u00ed. Pir\u00e1ti toti\u017eto namiesto uk\u00e1zania preukazu p\u00ed\u0161u, \u017ee sme im ukradli peniaze, zab\u00fadaj\u00fac objasni\u0165 niektor\u00e9 okolnosti. <\/p>\n

\u00c1no, najlep\u0161\u00ed dotaz roka u n\u00e1s je: \u201eM\u00f4\u017eem nieko\u013eko dn\u00ed otestova\u0165 virtu\u00e1lny stroj pod\u013ea tarify 30 kor\u00fan mesa\u010dne pred k\u00fapou?\u201c<\/p>\n

Z\u00e1ver<\/h2>\n

\nPrv\u00e1 l\u00ednia triedi tikety a odpoved\u00e1 be\u017en\u00fdmi akciami. Najviac nespokojnosti je pr\u00e1ve tu. Opravi\u0165 to nijako nep\u00f4jde, preto\u017ee z\u00e1klad opravy spo\u010d\u00edva v automatiz\u00e1cii hostingu, teda v obrovskom backlogu. \u00c1no, m\u00e1me viac ako mnoh\u00ed na trhu, ale st\u00e1le to nesta\u010d\u00ed. Preto najlep\u0161ie, \u010do m\u00f4\u017eeme urobi\u0165, je nastavi\u0165 monitorovanie prvej l\u00ednie. Monitorovanie z\u00e1kazn\u00edckej podpory \u2014 plnenie KPI prvej l\u00ednie. V re\u00e1lnom \u010dase s\u00fa vidite\u013en\u00e9 oneskorenia pod\u013ea SLA: kto zlyh\u00e1va, \u010dasto \u2013 pre\u010do. \u017diadosti v\u010faka tak\u00fdmto upozorneniam nikdy nezanikn\u00fa. \u00c1no, na tiket m\u00f4\u017ee odpoveda\u0165 \u0161abl\u00f3nou, ktor\u00e1 nie je relevantn\u00e1, ale to zist\u00edme u\u017e z sp\u00e4tnej v\u00e4zby. <\/p>\n

Ak klient ve\u013emi \u017eiada, \u0161pecialista druhej l\u00ednie m\u00f4\u017ee vst\u00fapi\u0165 na server a urobi\u0165 tam to, \u010do klientovi je potrebn\u00e9 (podmienkou je potvrdenie v liste, v ktorom ozn\u00e1mi \u00fadaje na prihl\u00e1senie na server).<\/p>\n

Toto rob\u00edme ve\u013emi zriedka a tak\u00fato pr\u00e1cu zverujeme len najlep\u0161\u00edm, preto\u017ee chceme ma\u0165 z\u00e1ruky, \u017ee \u00fadaje pou\u017e\u00edvate\u013eov nebud\u00fa po\u0161koden\u00e9. Najlep\u0161\u00ed s\u00fa \u0161pecialisti druhej l\u00ednie podpory.<\/p>\n

Prv\u00e1 l\u00ednia m\u00e1 datab\u00e1zu znalost\u00ed, kde je mo\u017en\u00e9 posiela\u0165 na prezeranie zlo\u017eit\u00e9 probl\u00e9my. <\/p>\n

Bohat\u00fd na funkcie osobn\u00fd \u00fa\u010det plus datab\u00e1za znalost\u00ed \u2014 a tak sa n\u00e1m podarilo zn\u00ed\u017ei\u0165 po\u010det \u017eiadost\u00ed na 1\u20131,5 ro\u010dne na klienta v priemere. <\/p>\n

Druh\u00e1 l\u00ednia zvy\u010dajne spracov\u00e1va zlo\u017eit\u00e9 \u017eiadosti, ktor\u00e9 si vy\u017eaduj\u00fa ru\u010dn\u00fa pr\u00e1cu. Zauj\u00edmav\u00e9 je, \u017ee \u010d\u00edm drah\u0161\u00ed je tar\u00edf, t\u00fdm menej tak\u00fdchto \u017eiadost\u00ed na virtu\u00e1lnu ma\u0161inu. Zvy\u010dajne preto, \u017ee t\u00ed, ktor\u00ed si m\u00f4\u017eu dovoli\u0165 drah\u00fd tarif, bu\u010f maj\u00fa \u0161pecialistov v t\u00edme, alebo jednoducho polovica probl\u00e9mov nevznik\u00e1, preto\u017ee konfigur\u00e1cie s\u00fa dostato\u010dn\u00e9. St\u00e1le si pam\u00e4t\u00e1m toho hrdinu, ktor\u00fd in\u0161taloval dos\u0165 star\u00fd Windows Server na konfigur\u00e1ciu s 256 MB opera\u010dnej pam\u00e4te. <\/p>\n

Druh\u00e1 l\u00ednia m\u00e1 s\u00fabor distrib\u00faci\u00ed a s\u00fabor skriptov na automatiz\u00e1ciu. Oboje sa d\u00e1 aktualizova\u0165 pod\u013ea potreby. <\/p>\n

Druh\u00e1 l\u00ednia a osobn\u00ed mana\u017e\u00e9ri VIP tarifov vedia prid\u00e1va\u0165 pozn\u00e1mky do profilu klienta. Ak je to Linux-admin \u2013 tak to aj zap\u00ed\u0161eme. To bude n\u00e1povedou pre prv\u00fa l\u00edniu: pou\u017e\u00edvate\u013e presne vie, \u017ee to nebude z\u00e1sah do nohy, ale kontrolovan\u00e9 zni\u010denie. <\/p>\n

Tretia l\u00ednia riadi najpodivnej\u0161ie. Napr\u00edklad sme mali chybu, \u017ee nebolo mo\u017en\u00e9 dosta\u0165 sa k jednej z funkci\u00ed osobn\u00e9ho \u00fa\u010dtu vo Firefoxe. Pou\u017e\u00edvate\u013e priamo vydieral: \"Ak to neoprav\u00edte do 12 hod\u00edn, nap\u00ed\u0161em o tom na v\u0161etky hostingov\u00e9 recenzie.\" Ako sa uk\u00e1zalo, probl\u00e9m bol v prisp\u00f4sobenom adblocku. Na strane pou\u017e\u00edvate\u013ea, ako to ani nie je zvl\u00e1\u0161tne. \u010casto prich\u00e1dzaj\u00fa zlo\u017eit\u00e9 chyby bez podrobnost\u00ed a opakova\u0165 ich u\u017e nem\u00f4\u017eu. Niekedy prich\u00e1dza detekt\u00edv so sn\u00edmkou obrazovky: \"Pre\u010do to opravujete u\u017e mesiac?\" \u2014 \"My len h\u013ead\u00e1me va\u0161u chybu po cel\u00fa dobu,\" \"A, no ja som to dnes znova mal, ale opakova\u0165 som to znovu nemohol\u2026\"<\/p>\n

V skuto\u010dnosti nikdy neviete, kde sa objav\u00ed sn\u00edmka obrazovky rozhovoru so supportom, a ak u\u017e \u010dlovek nab\u00facha do podpory, tak m\u00e1 probl\u00e9m. M\u00f4\u017eete zlep\u0161i\u0165 vz\u0165ah. Aspo\u0148 sa o to pok\u00fasi\u0165. <\/p>\n

\u00c1no, vieme, \u017ee na\u0161a podpora nie je dokonal\u00e1, ale ako d\u00fafam, kombinujeme dostato\u010dn\u00fa r\u00fdchlos\u0165 so dostato\u010dnou kvalitou. A nezvy\u0161ujeme ceny za tarify t\u00fdm, ktor\u00ed sa bez nej m\u00f4\u017eu zaob\u00eds\u0165.<\/p>\n

\"Rob\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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