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April 18, 2014, 10:45:42 AM

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Author Topic: Best Practises  (Read 4544 times)
bryantrv
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« on: January 13, 2007, 03:47:38 PM »

From a lot of problems I see on the forums here, it appears that there are a few things people need to do regularly (my self included) that they do not do-
I'll get the ball rolling with a couple of suggestions-
  • Make sure your contact info is up to date- and that it is not an address associated with your account- i.e., if nothing else, get a gMail account in case your site goes down.
  • Backup, backup, backup. make and keep regular backups of your site- it doesn't take that long, and it can save your hair (pulling out of)
Anyone else with tips for worst case scenario suggestions?

(These suggestions would be for anyone using any host- not just LP).
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TranzNDance
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« Reply #1 on: January 13, 2007, 04:16:23 PM »

Keep scripts up-to-date to ensure that they have the latest security fixes.
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Dark Side
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« Reply #2 on: January 14, 2007, 05:12:27 AM »

When contacting Support concerning an issue you may be experiencing whether by email or the Trouble Ticket System, remember to include all account information in your corrospondance such as:

* your primary domain name
* alternate email address (especially good if your account email is down)
* your username (for the account)
* a working phone number in case we should need to contact you
* the server your account is on
* the last 4 digits of the credit card you have on file for the account (or the account's password)
* the type plan you have (Basic/Business/VPS/Dedicated/Windows)
* as much information as you can provide pertaining to the issue you are experiencing

This goes a long way in aiding us to a speedy resolution of the issue you have reported. And remember that all support requests are handled in the order in which they are received.

Reason I added this is because a lot of support tickets/emails are submitted with little to no account information included. This increases the time for a resolution by a Tech having to request it for testing purposes.

A little bit of information on the original ticket/email goes a long way in a speedy resolution to an issue.  Thumbs Up
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Adi D
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« Reply #3 on: January 14, 2007, 07:36:09 AM »

I can never get myself to backup my site on a regular basis. It has already come back and haunted me... I need to start doing that.
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Lupine1647
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« Reply #4 on: January 14, 2007, 08:07:00 AM »

Backing up is always good and should be done all the time.

What I did was made any page changes on my local system and then uploaded it so i always had a local copy. I then had a cron job backup the sql file and I would download it so I could keep my records. However, I never backed up my e-mail. Since I got my dedicated server, the server backs up everything everyday and uploads to to the backup server which is really nice.

Also, to add to what Merlin said, be sure that you explain everything about your issue, give examples, error messages, including what you have tried to fix the issue. The more information our support department receives, the better we can narrow the situation down to a specific issue and fix it faster.
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Ed
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« Reply #5 on: February 27, 2007, 02:09:44 PM »

If you have a number of sites, take a few moments every week to check that everything still works. Something could break, and you might not notice it until the one in a thousand visitor actually takes the time to contact you.

- Ed
(Been burned by that one before)
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Lupine1647
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« Reply #6 on: February 27, 2007, 02:19:06 PM »

Yea, unfortunately in my case Cpanel broke all of my sites and I'm still trying to recover from all of that mess.

At least it did one thing right (which is it made a backup every day and saved it to another server). Last night for example, I forgot to transfer my main database from my old server to my new one and my old one was already formatted. I went to the backup server and it had a copy of the most recent database there so I was able to recover easily Smile
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Ed
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« Reply #7 on: February 27, 2007, 02:22:22 PM »

What did CPanel do to your sites Ryan? Was that on a dedicated or shared setup?
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Lupine1647
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« Reply #8 on: February 27, 2007, 02:25:30 PM »

It was on a dedicated setup. For some odd reason it decided that it no longer needed Apache and PHP on my server so it just got rid of everything (It doesn't make any sense but it took me forever for it (Cpanel that is) to get it to reinstall Apache and PHP cause it would just die or say that it could not complete).

Either way, I'm free of Cpanel now and am no longer bothered with it's limits Smile
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bryantrv
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« Reply #9 on: February 27, 2007, 03:50:24 PM »

I'm a huge fan of Webmin- it isn't quite as easy as cPanel, but once you dig around in it, it's very powerful.... and it's free Wink.
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Lupine1647
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« Reply #10 on: February 27, 2007, 04:02:32 PM »

yea, I love webmin as well. It is also helpful when some command takes a long time to process and times out my connection with the SSH terminal.
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Ed
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« Reply #11 on: February 27, 2007, 04:13:23 PM »

I've got Plesk on the dedicated server I'm responsible for. I have mixed feelings about it - but its not all the bad either. Webmin.. I dunno. I installed it on a friends server, but it seemed a little flakey when it came to updating everything. Although, if it was me - I'd probably use it to at least monitor.
- Ed
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Drilldown
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« Reply #12 on: February 27, 2007, 08:20:14 PM »

Quote
When contacting Support...

If Support needs all that specific information from users, why not just put required fields on the submission form so that the needed info must be filled in before the support ticket can be submitted?
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Ed
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« Reply #13 on: February 27, 2007, 08:24:07 PM »

There are alot of tickets that come in that don't require that kind of thing. On the web interface - there is the option to add all those things, and when filled out it often saves a whole step in the support process.

ie. A user forgets their username. So they cant' fill that in - so instead they provide what they can and support does their best to help them with what they do provide. Making it mandatory just causes frustration.
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Drilldown
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« Reply #14 on: February 27, 2007, 08:27:30 PM »

Would it be useful to have optional fields then, serving as prompts for pertinent details?
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