Category Archives for "Blog"

Holiday Hours 2016/2017

It’s that time of year again! Christmas and the New Year are fast approaching. This post is to let you know about our office hours and internet provisioning/fault investigation information over the festive season.

Vetta Technologies will be closing 5pm 23rd December and will re-open 9am 9th January. All staff will be returning to work by 16th January.

During this time while our offices are closed, support tickets will be answered as staff are available. Any urgent issues need to be called in via 0800 4 VETTA which will connect you to our after-hours service. Please note that this service may incur a fee.

Chorus, Enable, UFF & Northpower’s field technicians will be operating during the holiday period including stat holidays with schedules adjusted to meet forecasted demands. This includes normal fault restoration services. Provisioning Ready-For-Service (RFS) dates provided over this period will reflect this reduced technician availability. Internet faults escalated to our network partners will be treated as business-as-usual as their faults team will be maintaining their service desk during this time.

If you have any questions or concerns, please reach out to us!

Christmas/New Year 2015/2016 Holiday Dates

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Wow, it’s that time already! Along with announcing our Christmas and New Year blackout and brownout periods, we feel this is a great time to quickly reflect on some of our accomplishments this year.

2015 has been a massive year for Vetta Technologies, with us expanding from a single Timaru office, to 3 branches nationwide in Timaru, Christchurch and Auckland.
We’ve expanded our range of Online Services, now offering Mobile Broadband (3G and 4G), and our Private WAN service to compete in the MPLS marketplace. On the topic of Online Services, we’ve also expanded our Virtual Server range to give you the ability to provision Virtual Servers in the USA, as well as our expanded Auckland Datacentre space, which we now provide a range of server and router colocation services.
The IT Services side of the business continues to grow as we find more innovative ways to setup and maintain computer networks. We’ve been rolling our our Managed Services model to a number of customers, who now enjoy the ability of unlimited IT support, at a fixed monthly price.

Our Christmas and New Year break will take place in two parts, named our blackout and brownout periods.
Our blackout period (after-hours service only via 0800 4 VETTA) will be from 5pm 23rd December, through to 9am 11th January.
Our brownout period (limited staff for normal requests, available via normal contact methods) will be from 9am 11th January, through to 9am 18th January.

2015 has been a huge year, but we’re not stopping there. We have huge plans for 2016, where we’ll be bringing new internet connectivity options for rural areas, additional free WiFi in CBD’s all over the place, and plans for an improved IT Managed Services application. We look forward to taking you on the journey of IT excellence!

Finally, we hope you have a splendid Christmas and New Year break. Take some time to spend with your loved ones and enjoy the undoubtedly fantastic summer we’ll be having in the land of the long white cloud!

Customer Satisfaction Ratings

Blue-Yellow-Smilies-Customer-Satisfaction-300x225We love feedback. We know that hearing what you have to say (whether good, or bad), is the only way for us to improve our service to you.

Since late last month, alongside our switch to our new support system, we also implemented a “Customer Satisfaction Survey” on all support ticket replies. Since implementation, it’s been great to learn what we’re doing well at, and what we need to work on.

Likewise, we also think it’s valuable to keep our clients updated and be as open and transparent as we can be. As I heard at a recent conference, “There’s only one thing worse than now gathering customer feedback – not doing anything with it”. We want you to know that all feedback you give us does get looked at, and actioned upon, and I’m going to take you on a very quick tour on what happens when you click a satisfaction rating on a support ticket.

CustSatisfactionStep 1 – The Feedback

On every support ticket reply, at the bottom of the email will be something that looks like this picture. Upon clicking on one of these options, you can optionally add a message to us before submitting your rating. From there, your feedback is automatically entered into the system.

CustSatisfaction2Step 2 – The Leaderboard

At Vetta, we operate a “leaderboard” which covers various metrics such as support ticket response times, resolution times and customer satisfaction ratings. These cycle on a monthly basis and at the end of the month, one of us is crowned the “Customer Wow Champion” (as well as various other titles up for grabs) – currently I’m in the lead!

By operating the leaderboard, our team can instantly see how they’re going with customer support, and the overall feel of clients towards their support responses, immediately letting them know whether they’re doing a great job, or if they need to “up their game”. Our team on the ground can’t see who has given them ratings at this stage.

Step 3 – The Monitoring

Throughout the month, I personally look through all responses received and evaluate anything which we didn’t do so well at, ensuring that I can determine exactly what went wrong. At this stage, I may drop an email to determine this, if it’s not obvious.

Step 4 – The Review

At the end of the month, I bring forward to the team a random selection of “Good”, “Okay” and “Poor” responses. From there, we openly discuss how we all went, how we can improve, and naturally have a good bit of banter in between.

That’s it. A quick run-through to show you what happens after you click a satisfaction rating. I’m looking forward to seeing much more of these coming in every day, and if you have any questions or comments, please pop them into the comments section below and I’ll do my best to answer them!

Until next time,
Shaun

@vetta.email addresses now available

emailSince the launch of our Internet services last year, we have been providing a @vetta.net.nz email address to our customers for free. We understand that in certain circumstances, this can cause issues when giving out your email addresses, and others misinterpreting it as @vetta.co.nz.

We’re very pleased to announce that as of today, you will now be able to use the @vetta.email suffix in addition to your normal @vetta.net.nz email suffix. Nothing will change with your current email address, and no settings need to change to take advantage of the new address.

When anyone emails a @vetta.email address, it will simply forward through to your @vetta.net.nz address. For example, if an email is sent to johndoe@vetta.email, this will be received by johndoe@vetta.net.nz.

We hope that this new email suffix is useful to all our Internet customers, and if any problems are experienced please feel free to get in touch with our support team.

Vetta Public WiFi – Caroline Bay Coverage

VTP-CaroBayPRESS RELEASE

20th December 2013, Aoraki Development Business & Tourism

Timaru targets region’s big summer events to help win Gigatown competition

Caroline Bay now has free public wifi, in time for major events in Timaru over the summer, including the Caroline Bay Carnival. Aoraki Development Business & Tourism and Vetta Technologies have extended the CBD wifi to make the most of the big crowds to boost the number of people signing up for the Gigatown competition.

Gigatown is being run by Chorus, with the ultimate prize, the chance of the winning town to become the first place in New Zealand and the Southern hemisphere to access one gigabit, per second internet connection.

In the competition Chorus is looking for the town that wants the prize the most, judged on engagement via various social media platforms.  The top 5 towns by September 2014 will go into the final round of Gigatown, Timaru is currently in 8th out of 50 towns in the competition.

Aoraki Development Business and Tourism is helping to run the competition campaign for Timaru and chief executive Wendy Smith says the new wifi sites at events big crowds gather will make a difference as people will be encouraged to sign up on the spot.

Wifi is now available from the corner of George & Stafford Sts up to the Bay Hill and the on busiest parts of Caroline Bay. The time allocation has been changed from 30 mins free to unlimited but with a data cap per day of 100MB.

“We’ve extended the time so that people can share their fantastic experience of Timaru’s summer on their social media pages and help support Timaru’s bid to be Gigatown at the same time.” says Mrs Smith.

“Vetta Technologies is thrilled to have been able to expand the CBD’s public WiFi infrastructure to reach the Caroline Bay at such an iconic time in South Canterbury with the carnival and holiday season fast approaching. We’re looking forward to seeing the system being heavily utilised during this period.” says Vetta Technologies CEO, Shaun Fisher.

At the events announcements will be made encouraging people to use the free WiFi to sign up to www.gigatown.co.nz in support of Timaru.

To get behind GigatownTimaru go to www.gigatowntimaru.co.nz

P.S. Here’s a live image of what’s happening at the Caroline Bay carnival stalls right now!

R1Soft/Idera cPanel Backups

We’ve been working behind the scenes for quite a while figuring out the best solution for our hosting clients to view and restore the automatic backups we take. I’m very pleased to say that we’ve now completed this!

We’ve recently implemented R1Soft/Idera’s renowned CDP Backup solution across our entire hosting network, in both NZ and the USA. This solution will now allow you to access the backups we take of your hosting account and restore these backups, right down to the individual files!

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From within cPanel, under the “Files” heading, you’ll now see a new “R1Soft Restore Backups” option

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Upon accessing the backup system, you’ll be able to see all the recovery points we have for your account

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You can either restore an entire recovery point in a single click, or access the backup and restore individual files

This new backup system is now live and operational, so feel free to go ahead and have a look around!

If you have any questions or queries about this new feature, or our web hosting, please contact us.

4 24/7 Support for Hosting customers

thumbVetta Technologies is pleased to announce that from today, we will be providing around-the-clock, 24/7 support for all web hosting customers. This support will be provided on all ticket priorities (Low, Medium and High) rather than previously only on “Rapid Response” issues. Level 1 and 2 support will be avaliable 24/7, however Level 3 support will still be within business hours.

Alongside this announcement, we’ve been working hard to improve your supportexperience with us and have not only upgraded our helpdesk, but added some improvements in the client portal.

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You can now see all support enquiries directly from your portal home page.

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Entering the support tickets page will now show you all tickets, and the ability to show resolved tickets.

ticket

Entering the ticket details, you can now post replies with attachments and modify the ticket status and priority.

We’re dedicated to helping you and your business succeed, and by providing our web hosting customers with 24/7 support for all ticket priorities we feel that this is a valuable improvement to our support system. We will be continuing to monitor the performance and utilisation of our 24/7 support and if proven successful, plan to release it to other sectors of the business later in the year.

New web hosting network development

web-hosting-server-roomVetta Technologies are pleased to announce that development of our new web hosting network has commenced.

During the past few months, Vetta Technologies has experienced exponential growth of its web hosting network, bringing challenges and stretching limits of our current infrastructure.

Over the next 2 months, Vetta Technologies is bringing online servers with 10,000rpm drives and higher amounts of processing power and memory. Our new servers will be loaded with KVM virtualisation technology and cPanel web hosting servers with the CloudLinux operating system. This means that not only will each shared hosting account be more separated from each user, but any attacks against a single user should have no affect on the rest of the server. This new technology will also enable each user to define their own php.ini file specifications and even choose the PHP version they’d like to run their web hosting under. On the network level, we’ll be adding more bandwidth capacity and implementing our new IP block acquired through our recent APNIC membership.

We look forward to bringing you the best in technology solutions, and think you’ll love the improvements we’re working so hard to accomplish!

Why it’s important to keep WordPress updated

wordpress_logo1Almost every day, we see hacked WordPress sites. WordPress is much like Microsoft Windows; very popular and really quite secure, but a hot target for hackers to go after. With nearly 20% of the web running on WordPress, hackers are always looking for a way to get into your installation. Fortunately, with thousands of developers backing it, any security holes that are discovered in WordPress are fixed almost instantly.

The problem is that you need to update your software to be able to take advantage of each fix, and many sites don’t bother with them. In fact, when a WordPress site gets hacked, it’s almost always due to outdated software.

Keeping WordPress updated has never been easier, but proceed with a bit of caution. It only takes a single click to update your site, but if something goes wrong you may end up in a bit of trouble. It’s becoming rare for an upgrade to cause issues nowadays, but when it happens it can be quite a pain. A quick backup using a free plugin such as UpdraftPlus which automatically keeps your site backed up could be a lifesaver.

Outdated plugins and themes are another, perhaps bigger issue when it comes to security. WordPress updates are widely publicised and easy to upgrade, whereas finding an update for a plugin or theme can be slightly more challenging and just like the WordPress core, can open your site to a hack. Make sure to keep subscribed to any developers updates for your plugins and themes.

One way or another, it’s very important that you stay on top of your updates. We also highly recommend Wordfence as a further safeguard against attacks.

If you’re a Vetta Technologies web hosting customer, Softaculous can keep your WordPress sites updated automatically. Simply login to cPanel, click “Softaculous” and click the “All Installations” button at the top. Here you can click “Edit” on any installation (whether installed through Softaculous or not) and select the “Auto Upgrade” functionality.

1 Vetta now an APNIC member!

As of the 15th July 2013, Vetta Technologies are proud to announce our new membership with the Asia Pacific Network Information Centre (APNIC). Not only does this enable our team to be involved with events hosted by APNIC and it’s members related to the internet, but this also means that we will soon be operating our network from within our own ASN and IP ranges.

This means that in the coming few weeks, we will be contacting each customer to advise of an IP address change and migration to our new network once formed.

We’re very excited to be part of the APNIC group of members as part of our continual development into growing and enhancing our network infrastructure.

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