1. European TechSummit 08
Day Support Initiative
... introducing the Collaboration Features
for our Customers & Partners...
Gilles Metz, Support Lead Europe
European TechSummit 08 1

2. Agenda
 Day Support Initiative
 What‘s my role ?
 Introducing: the knowledge base
 Plus: the forum
 Improvements in ticket Handling
 DayCare statistics
 Help us to support you !
 Don‘t forget to ...
 Q&A Session
European TechSummit 08 2

3. Day Support Initiative
European TechSummit 08 3

4. Day Support Initiative
?
Phase 3
“Portal, R&D Integr”
g...
oin
ng
Phase 2
portal/infrastructure, metrics,
O “Analysis” R&D integration, processes
e
on
Phase 1
roles, KB, Forum, DayCare, sticky tickets,
✓D “Collaboration” how-to documentation, training, tec meetings
Phase 0
“Init” Gap analysis, benchmarking, surveys, recommendations
2007 Q1-Q2 2008 Q3 2008 after Q4 2008
European TechSummit 08 8
4

5. Day Support Initiative
Forum
How -To’s
Knowledge Ba
se
Phase 1
roles, KB, Forum, DayCare, sticky tickets,
“Collaboration” how-to documentation, training, tec meetings
2007 Q1-Q2 2008 Q3 2008 after Q4 2008
European TechSummit 08 8
5

6. Day Support Initiative
 Analysis
 DayCare reporting
 Customer surveys
 Tickets
6

7. Day Support Initiative
 Findings
 Good support once we focus
 Technically knowledgeable agents
 Decisions
 Support lead in Europe and USA
 Knowledge base, Forum, How-To documents
7

8. What‘s my role ?
 1 Support lead in Europe and USA
 Role
 Mentor EU support engineers
 Dispatch tickets
 Workload resourcing
 Close collaboration with R&D
 Escalation management of support incidents to R&D
 Manage the KB
 Moderate CQ mailing list
 Provide how-to documentation topics to R&D
8

9. Introducing : the knowledge base
 dev.day.com/kb
 Based on Day‘s wiki product
 80 articles extracted from DayCare tickets
 Authors : Gilles & Eren
 CRX articles : public
 Communiqué articles : only for Day customers & partners
 Suggestions : kb@day.com
 Demo
9

10. Plus : the forum
 Current mailing lists
 CQ on http://tech.groups.yahoo.com/group/Day-Communique
 CQ on http://groups.google.com/group/day-communique
 Jackrabbit on http://jackrabbit.apache.org/mailing-lists.html
 Sling on http://incubator.apache.org/sling/site/project-
information.html#ProjectInformation-lists
 Goals
 unify all Day products lists on dev.day.com
 replace Yahoo mailing list because of spam -> Google group
 officially support the CQ mailing list
 Soon available
10

11. Improvements in Ticket Handling
 Sticky tickets
 Mentor support engineers
 Direct contact with R&D
 Better cooperation
 Faster escalation time
 Better knowledge sharing
 Self support tools
 Knowledge base
 Mailing list
11

12. DayCare statistics
 In 1 year, 35258 visits from 54 countries
 USA : 32%
 Switzerland : 27%
 Germany : 24%
 UK : 5%
 Browsers
 Firefox : 60%
 Internet Explorer : 34%
 Safari : 4%
12

13. Help us to support you !
 What‘s a fully qualified ticket ?
 Reproducible
 Use case
 Logs
 List of hotfixes applied
13

14. Help us to support you !
We are having issues where the author is crashing : the
author system is crashing where by the CPU usage
shooting up to over 70% and the author is really slow to
load if it loads at all
14

15. Help us to support you !
Deadlock in Communiqué Author
Time to time author instance stops serving requests and
hangs. During the hang we did the following:
- Requested multiple pages
- None of the pages were loaded
- Took thread dumps with 15 seconds intervals
We use Sun JVM 1.5.0_06 on Red Hat (Kernel 2.6), and
our JVM options are -Xms512m –Xmx1024m ….
Instance and application logs are attached to the ticket. The
incident happened today around 9:30 a.m.
15

16. Don‘t forget to ...
 Use the knowledge base at dev.day.com/kb
 Submit qualified tickets: The more qualified the faster the
resolution will be
16

17. Q&A Session
17