Reliable, scalable DNS – How DNS clustering and Centralized name servers resulted in fast, scalable and fault tolerant DNS service
The mood was upbeat. It was our weekly business review with a web host we support. Server improvements had resulted in zero service downtimes, and zero customer complaints on service reliability. It was time to figure out how to improve the infrastructure even further, and for that, we looked at the support requests.
Support requests give a gold mine of information on how customers are perceiving the service. Happy customers do not open trouble tickets. So, all support requests are a potential pointer to a system or process improvement. So, we started by looking at the top reasons for support tickets.