• Shared hosting support - Top five best practices to reduce customer complaints

    In a previous post we covered top 10 tips to make shared hosting a success. In this post, we will look into the top 5 queries commonly posted by shared hosting customers, and the best practices to resolve them.

     

    Top 5 Best Practices in Helpdesk support

     

    1. This is all new to me. Help me!

     

    Issue : Based on our experience, the majority of tickets are posted by web masters who are new to your systems. It could be from those who have started hosting just now, or from someone who transferred in from another web host. Your systems, however user friendly they might be, would still be alien to a new web master. Continue reading

  • Blocking spoofed mails going out of your cPanel/WHM web hosting server

    As a company that proactively manages web hosting servers, we do regular security audits on them. One of the recurring issues we have seen with un-managed servers is loss of server reputation, and service up-time through outbound spam mails.

    To combat spam, the first step is finding a common pattern that is common to the majority of those spams. A quick accounting showed that up to 76% of outgoing spam mails are spoofed. Spoofing is where the mail headers are manipulated to appear as if the mail comes from some other domain. So, blocking spoofed mails will instantly prevent 3/4th of the outbound spam mails.

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  • World Environment Day 2014 at Bobcares

    World Environment Day was observed with much fanfare today at Bobcares Cochin campus. This is the 4th consecutive year WED is observed at Bobcares. To mark the occassion, tree saplings were planted in the campus by our latest batch of tech support engineers.

    One of the engineers, Twinkle Shaji, who planted a sapling said, "We usually read about Environment Day and forget about it as new priorities comes up. I'm really happy to have taken an active role in the events today, and for sure I'll carry the message of energy conservation to all my friends and family."

    World Environment Day Bobcares 2014

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  • Bobcares presents the Power Pack Support bundle at HostingCon 2014

    For the second year in a row, Bobcares is bringing you the Power Pack Support bundle to give a boost to your hosting business. This support bundle, worth $40,000, is a part of the Premium Service Provider Package, which is an innovative give away package created in partnership with SpamExperts.

     

    Bobcares Power Pack Support bundle HostingCon 2014

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  • Bobcares at HostingCon 2014, June 16-18 | Miami Beach, Florida

    Do you feel the heat yet? :)

    Yes, the most popular conference in web hosting industry is just around the corner.

    Bobcares at HostingCon 2104 Continue reading

  • Cloud like capabilities in Managed Services - How support was rapidly scaled up in response to heart bleed bug

    Its a fine week end, and internal training sessions are on in full swing, here at Bobcares head quarters. Today's hot topic is cloud server administration.

    The trainer today drew an interesting parallel between a cloud server and Bobcares managed services. He explained how both cloud and Bobcares have the ability to effortlessly scale up their capabilities in response to a sudden spike in requirements. While a cloud server can bank on the excess resources available at its disposal, Bobcares can dip into the excess talent pool we always have at our disposal.
    Continue reading

  • Bobcares Hosting Tip : Maintain a news area in your hosting support desk

    It might seem simple, but not many web hosts realize the good sense in maintaining a news area.

    Along with giving you a great way to show case your updates to the servers, and innovations in the business, you can reduce the number of trouble tickets during a downtime by pro-actively advising the clients on ETA to service restoration, and efforts being taken for the same.

    bobcares hosting tip 4 - news area

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  • 24/7 hosting support : Does your web hosting business need it?

    As a company specializing in outsourced support, we keep track of ticket flow trends. A metric that often attracts special attention of web hosts is the volume of tickets generated in non-business-hours. A concern sometimes posted by new web hosts is the necessity of a full 24/7 hosting support. Is it really required? Can't the tickets wait till morning when the staff gets back to office?

    The answer in short is, you DO need a 24/7 hosting support desk, and here is why.

    24x7 web hosting support from Bobcares

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  • The day my Postfix/SASL server refused to deliver mail

    I encountered this issue one Saturday afternoon, on which I happened to be working. Being a Saturday, I expected a relatively quiet day at the office. This was why, I was initially surprised when our monitoring software reported that there were more than 3500 mails present in one of our servers (say, vm.domain.com) mail queue. Within half an hour, the count had increased to approximately 5000 mails. There goes my quiet Saturday. Sigh.

    Before proceeding, I would like to point out that all our servers run on CentOS and use Postfix.

    Postfix/SASL troubleshooting Postfix/SASL troubleshooting

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  • Extend WHMCS : Create Your own WHMCS API Functions

    WHMCS is an awesome piece of software, and already a hot favorite of web hosting companies. The features it provides are more than sufficient for an average host to run his business. However, the environment of each host is unique in terms of market, vendors, and operation methods. This diversity often calls for customization of the WHMCS installation. For a web host which employs an experienced developer/company, this would be an simple task.

    However, for a company completely new to WHMCS, this can be a conundrum. A common gripe among novice developers is the lack of detailed documentation on create API entensions to WHMCS. With this article I hope to reach out to those hosts who are stuck with a WHMCS API customization issue.
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