Increasing Efficiency in Technical Support

Increasing Efficiency in Technical Support

Here, at Hostinger, we value our customers’ time and always try to be as efficient as possible.

Recently, I have noticed a pattern of specific inquiries from our Customer Success department:

“A client is getting an HTTP 503 response, maybe you can provide more information?”

Hostinger is using CloudLinux OS for its vast web hosting infrastructure, which provides user isolation and resource management per account basis. Sometimes, when clients reach the set thresholds on their accounts (for example, if the account is under a DDoS attack), their other visitors may receive an HTTP 503 response.

The plain HTTP 503 response may not be very informative to the end-user, as it can be caused by some other reasons as well, such as a custom backend script. So, I started thinking about how we can reduce the confusion and provide more clarity. We do have a lot of data from the CloudLinux LVE module, thus, it’s just a matter of means to show it to the Customer Success team, and communicate it to the customer.

I found this little plugin for our Slack bot which nicely integrates with our Grafana metrics platform. Installation is pretty straightforward, you just need to follow the instructions from their Github page. It took a few extra steps on our side since I deployed the plugin via Chef and set up an Amazon S3 bucket for storing the screenshots from Grafana.

Our CS team can access all the metrics just by writing one command to the Slack bot:

*yourbotname* graf db hostinger-lve-metrics

To sum up,

  • Our clients are getting the information faster.
  • The Technical Support team has a nice graph that they can provide to the end-user, which is a lot more intuitive and easier to understand.

The author


Edgaras G. / @edgaras

Edgaras is a veteran server administrator at Hostinger. He makes sure that every server runs at full throttle and has all the latest technological advancements. When he's not working, Edgaras enjoys skiing and exploring the world.

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