Flexible Content Management System


Live Support: The stealth resource

Contributed by on Mar 29, 2002 - 08:22 PM

PostNuke Live Support is a network of 4 servers spread around the globe that is staffed by a dozen volunteers to provide real time support. Here are some interesting facts:

  • 25 support incidents are handled every day.

  • Thousands of users have used Live Support.

  • 80% of incidents are actually not related to PostNuke (i.e. 3rd party module support and webserver configurations)

  • The number of issues has gone down markedly between 0.7 and 0.71

The Live Support is one of the biggest accomplishments of the PostNuke project, and its time the guys that run it get their place in the spotlight! Heres to Isaac, Stratagem, Carl, Johnny, Dracos, Sweede, Shadoe, Florinel, Bone, LadyOfDragons, Paradoxic, The_Creator, Brumie, Chrisy, Spliffster, SeeS, MagPie, and all the others I forgot to mention.

Were that support a commercial venture, it would gross some $20,000 a month, not bad at all.

Here is the number one request straight from the Support group:

Probably the biggest thing for IRC Support is getting people to just ask their questions. Too many people come in and say "can someone help me" - and if they dont get immediate response they leave. Everyone is a volunteer and as such are usually there helping while at the same time working on our own projects or other peoples problems already.

The volunteers that run Live Support have changed quite a bit since this was started. Attrition remains high. Many newcomers to our community use Live Support as a means to get into learning PostNuke inside out, and move on when they do. All in all, we have probably seen over 50 volunteers come and go over the months.

Its therefore crucial that we attract new staff regularly to offer this great service to the community. If you want to join this great team, just contact or stratagem on IRC. Note you really don't have to become an official suppport person.

Becoming an official member will allow you Channel Operator Status and be listed on the IRC Support Organization Chart, as well as a plethora of information regarding upcoming changes to the system.

Gregor J. Rothfuss

PostNuke Operations