{"id":38082,"date":"2011-03-21T15:14:19","date_gmt":"2011-03-21T14:14:19","guid":{"rendered":"https:\/\/blog.wedos.cz\/?p=38082"},"modified":"2020-08-27T10:43:40","modified_gmt":"2020-08-27T08:43:40","slug":"nonstop-zakaznicka-podpora","status":"publish","type":"post","link":"https:\/\/blog.wedos.com\/cs\/nonstop-zakaznicka-podpora","title":{"rendered":"Nonstop z\u00e1kaznick\u00e1 podpora"},"content":{"rendered":"\n

Ji\u017e 2 t\u00fddny je ve zku\u0161ebn\u00edm provozu nep\u0159etr\u017eit\u00e1 z\u00e1kaznick\u00e1 podpora v\u010detn\u011b noc\u00ed, v\u00edkend\u016f a sv\u00e1tk\u016f. Jsme st\u00e1le k dispozici na chatu a e-mailu. A jak to bude s telefonickou podporou?<\/p>\n\n\n\n\n\n\n\n

Ji\u017e 2 t\u00fddny funguje na\u0161e z\u00e1kaznick\u00e1 podpora v nep\u0159etr\u017eit\u00e9m re\u017eimu. Jsme tedy k dispozici na chatu a e-mailu 24 hodin denn\u011b – ve dne i v noci, v pracovn\u00ed dny, o v\u00edkendech i sv\u00e1tc\u00edch<\/strong>.<\/p>\n\n\n\n

Dote\u010f to bylo neofici\u00e1ln\u011b, proto\u017ee jsme si to pot\u0159ebovali po\u0159\u00e1dn\u011b vyzkou\u0161et, odladit st\u0159\u00edd\u00e1n\u00ed sm\u011bn, z\u00edskat p\u0159ehled o vyt\u00ed\u017een\u00ed podpory b\u011bhem dn\u016f, noc\u00ed a v\u00edkend\u016f atd.<\/p>\n\n\n\n

Nep\u0159etr\u017eit\u011b je tedy k dispozici na na\u0161em pracovi\u0161ti nejm\u00e9n\u011b jeden pracovn\u00edk podpory, kter\u00fd komunikuje p\u0159es chat a po e-mailu a vy\u0159izuje obvykl\u00e9 dotazy a probl\u00e9my. K tomu je na pracovni\u0161ti minim\u00e1ln\u011b jeden technik, zaji\u0161\u0165uj\u00edc\u00ed b\u011bh server\u016f a \u0159e\u0161\u00edci techni\u010dt\u011bj\u0161\u00ed dotazy a probl\u00e9my, p\u0159\u00edpadn\u011b dr\u017e\u00ed tento technik pohotovost (noci a v\u00edkendy) a je p\u0159ipraven b\u011bhem p\u00e1r minut zas\u00e1hnout \u010di pomoci z\u00e1kaznick\u00e9 podpo\u0159e.<\/p>\n\n\n\n

Pracovn\u00edci na\u0161\u00ed podpory ani chvilku v noci nesp\u00ed – st\u00e1le jsou k dispozici.<\/p>\n\n\n\n

Na na\u0161ich str\u00e1nk\u00e1ch budeme prozat\u00edm st\u00e1le uv\u00e1d\u011bt podporu Po-P\u00e1 7:00 a\u017e 23:00 a So-Ne 12:00-20:00<\/strong>, proto\u017ee to je doba, b\u011bhem kter\u00e9 budeme podporu garantovat. S garanc\u00ed nonstop podpory je\u0161t\u011b rad\u011bji vy\u010dk\u00e1me. Nechceme n\u011bco naslibovat a pak to kv\u016fli n\u011bjak\u00e9mu organiza\u010dn\u00edmu probl\u00e9mu, kter\u00fd jsme je\u0161t\u011b nevychytali, nesplnit. Tak\u017ee tomu chceme d\u00e1t je\u0161t\u011b \u010das, nicm\u00e9n\u011b nep\u0159edpokl\u00e1d\u00e1me komplikace.<\/p>\n\n\n\n

V sou\u010dasn\u00e9 dob\u011b m\u00e1me 4 pracovn\u00edky podpory, kte\u0159\u00ed se st\u0159\u00eddaj\u00ed ve 12-hodinov\u00fdch sm\u011bn\u00e1ch, a 4 techniky, kte\u0159\u00ed maj\u00ed slu\u017eby na pracovi\u0161ti, pop\u0159. dr\u017e\u00ed no\u010dn\u00ed a v\u00edkendov\u00e9 pohotovosti a v p\u0159\u00edpad\u011b pot\u0159eby pracuj\u00ed z domova.<\/p>\n\n\n\n

Co lze a nelze o\u010dek\u00e1vat od z\u00e1kaznick\u00e9 podpory<\/h2>\n\n\n\n

Je pot\u0159eba tak\u00e9 \u0159\u00edci, co nab\u00edz\u00ed a co naopak nenab\u00edz\u00ed tato z\u00e1kaznick\u00e1 podpora. Nelze o\u010dek\u00e1vat to, \u017ee u chatu bude nep\u0159etr\u017eit\u011b sed\u011bt \u010dlov\u011bk, kter\u00fd by dokonale ovl\u00e1dal naprosto v\u0161echno – dom\u00e9ny, DNS, webhostingy, datab\u00e1ze, nastaven\u00ed CMS, programov\u00e1n\u00ed v PHP a MySQL, VPS, z\u0159izov\u00e1n\u00ed VPS, instalace VPS, v\u011bd\u011bl v\u0161e o Linuxu a v\u011bd\u011bl v\u0161e o Windows a k tomu je\u0161t\u011b um\u011bl fakturaci a m\u011bl p\u0159\u00edstup ke v\u0161emu a ke v\u0161em server\u016fm.<\/p>\n\n\n\n

Pracovn\u00edci z\u00e1kaznick\u00e9 podpory (neboli admini) poskytuj\u00ed pouze z\u00e1kladn\u00ed rady a \u0159e\u0161\u00ed z\u00e1kladn\u00ed probl\u00e9my. Nemaj\u00ed p\u0159\u00edstup na servery, nemohou d\u011blat komplikovan\u011bj\u0161\u00ed technick\u00e9 z\u00e1sahy, \u0159e\u0161it slo\u017eit\u011bj\u0161\u00ed probl\u00e9my, p\u0159einstalov\u00e1vat VPS atd. Od toho jsou technici, kter\u00fdm jsou takov\u00e9 po\u017eadavky p\u0159ed\u00e1v\u00e1ny, av\u0161ak ty nelze obvykle vy\u0159e\u0161it \u010di zodpov\u011bd\u011bt na po\u010dk\u00e1n\u00ed. Proto v\u00e1s \u010dasto pracovn\u00edci podpory budou informovat o tom, \u017ee probl\u00e9m p\u0159ed\u00e1vaj\u00ed technik\u016fm a \u017ee ti se n\u00e1sledn\u011b ozvou.<\/p>\n\n\n\n

Jinou v\u011bc\u00ed jsou poruchy a v\u00fdpadky slu\u017eeb. V takov\u00e9m p\u0159\u00edpad\u011b samoz\u0159ejm\u011b zasahuj\u00ed technici okam\u017eit\u011b.<\/p>\n\n\n\n

Tak\u00e9 je pot\u0159eba \u0159\u00edci, co sou\u010d\u00e1st\u00ed z\u00e1kaznick\u00e9 podpory nen\u00ed – v popisu pr\u00e1ce nem\u00e1 instalaci redak\u010dn\u00edch syst\u00e9m\u016f na webhosting, program\u00e1torsk\u00e9 z\u00e1sahy (opravy probl\u00e9m\u016f na webhostingu zp\u016fsoben\u00e9 chybou v PHP aplikaci \u010di konfiguraci), spr\u00e1vu virtu\u00e1ln\u00edch \u010di dedikovan\u00fdch server\u016f aj. N\u011bco z toho ob\u010das podpora d\u011bl\u00e1, ale pouze ve voln\u00e9m \u010dase pokud nen\u00ed nic jin\u00e9ho k \u0159e\u0161en\u00ed. A proto se podobn\u00e9 \u00fapravy a nastaven\u00ed d\u011blaj\u00ed z\u00e1kazn\u00edk\u016fm p\u0159edev\u0161\u00edm v noci, kdy je na z\u00e1kaznick\u00e9 podpo\u0159e skute\u010dn\u011b klid. B\u011bhem b\u011b\u017en\u00e9 pracovn\u00ed doby je to komplikovan\u00e9 a \u010dasto i nemo\u017en\u00e9. Spr\u00e1vu virtu\u00e1ln\u00edch a dedikovan\u00fdch serer\u016f nab\u00edz\u00edme, ale pouze jako placenou pr\u00e1ci technika (250 K\u010d \/ 15 minut).<\/p>\n\n\n\n

Na\u0161\u00edm c\u00edlem je, aby nebylo pot\u0159eba na\u0161i z\u00e1kaznickou podporu v\u016fbec kontaktovat. Proto se sna\u017e\u00edme v\u0161e maxim\u00e1ln\u011b automatizovat, postupn\u011b vylep\u0161ujeme na\u0161e z\u00e1kaznick\u00e9 administra\u010dn\u00ed rozhran\u00ed o nov\u00e9 v\u011bci. Drtivou v\u011bt\u0161inu v\u011bc\u00ed si mohou z\u00e1kazn\u00edci sami „naklikat“ a podporu k tomu nepot\u0159ebuj\u00ed. I tento t\u00fdden p\u0159ibylo mnoho drobn\u00fdch vylep\u0161en\u00ed a dal\u0161\u00ed jsou na cest\u011b – o v\u0161em budeme podrobn\u011bji informovat p\u0159\u00ed\u0161t\u00ed t\u00fdden.<\/p>\n\n\n\n

Telefonick\u00e1 podpora vs. chat<\/h2>\n\n\n\n

Ob\u010das se setk\u00e1v\u00e1me s dotazy, jak je mo\u017en\u00e9, \u017ee st\u00e1le nem\u00e1me telefonickou podporu. Ono je to pom\u011brn\u011b komplikovan\u00e9, proto\u017ee telefonick\u00e9 hovory jsou nejn\u00e1ro\u010dn\u011bj\u0161\u00ed na lidsk\u00e9 kapacity. Zat\u00edm nem\u00e1me pot\u0159ebn\u00fd po\u010det n\u00e1le\u017eit\u011b pro\u0161kolen\u00fdch pracovn\u00edk\u016f, abychom mohli p\u0159idat i telefony.<\/p>\n\n\n\n

Nav\u00edc zast\u00e1v\u00e1me n\u00e1zor, \u017ee dotazy a probl\u00e9my se mnohem l\u00e9pe \u0159e\u0161\u00ed p\u0159es chat, proto\u017ee:<\/p>\n\n\n\n

  • P\u0159es chat si lze pos\u00edlat odkazy, chybov\u00e9 hl\u00e1\u0161ky atd.<\/li>
  • Na telefonu lze na po\u010dk\u00e1n\u00ed vy\u0159e\u0161it jen velmi omezen\u00fd okruh dotaz\u016f a probl\u00e9m\u016f, zejm\u00e9na obecn\u00e9 dotazy na na\u0161e slu\u017eby. \u0158e\u0161en\u00ed v\u011bt\u0161iny probl\u00e9m\u016f si vy\u017e\u00e1d\u00e1 n\u011bjak\u00fd \u010das, p\u0159\u00edpadn\u011b mus\u00ed b\u00fdt probl\u00e9m p\u0159ed\u00e1n jin\u00e9mu pracovn\u00edkovi, kter\u00fd se k tomu nemus\u00ed dostat ihned.<\/li>
  • P\u0159es telefon nelze \u017e\u00e1dat o v\u011bci, ke kter\u00fdm je nutn\u00e9 z\u00e1kazn\u00edka autorizovat (prok\u00e1zat jeho toto\u017enost). Za korektn\u00ed autorizaci po\u017eadavku pova\u017eujeme pouze p\u0159ihl\u00e1\u0161en\u00ed do z\u00e1kaznick\u00e9 administrace na na\u0161ich str\u00e1nk\u00e1ch a vstup do chatu nebo vypln\u011bn\u00ed kontaktn\u00edho formul\u00e1\u0159e. Autorizaci po telefonu zav\u00e1d\u011bt nebudeme. Pokud po n\u00e1s bude n\u011bkdo po telefonu \u017e\u00e1dat takovou v\u011bc, bude stejn\u011b odk\u00e1z\u00e1n na chat \u010di formul\u00e1\u0159.<\/li>
  • Pro n\u00e1s je to jednodu\u0161\u0161\u00ed – jeden pracovn\u00edk zvl\u00e1dne v jeden okam\u017eik odbavovat i n\u011bkolik chat\u016f, telefonn\u00ed hovor v\u0161ak pouze jeden<\/li><\/ul>\n\n\n\n

    Pro zaveden\u00ed telefonick\u00e9 podpory tak pot\u0159ebujeme p\u0159ijmout a vy\u0161kolit nav\u00edc nejm\u00e9n\u011b jednoho pracovn\u00edka, co\u017e n\u00e1m je\u0161t\u011b n\u011bkolik t\u00fddn\u016f a\u017e m\u011bs\u00edc\u016f zabere.<\/p>\n","protected":false},"excerpt":{"rendered":"

    Ji\u017e 2 t\u00fddny je ve zku\u0161ebn\u00edm provozu nep\u0159etr\u017eit\u00e1 z\u00e1kaznick\u00e1 podpora v\u010detn\u011b noc\u00ed, v\u00edkend\u016f a sv\u00e1tk\u016f. Jsme st\u00e1le k dispozici na chatu a e-mailu. A jak to bude s telefonickou podporou?<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3],"tags":[],"class_list":["post-38082","post","type-post","status-publish","format-standard","hentry","category-spolecnost"],"_links":{"self":[{"href":"https:\/\/blog.wedos.com\/cs\/wp-json\/wp\/v2\/posts\/38082","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.wedos.com\/cs\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.wedos.com\/cs\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.wedos.com\/cs\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.wedos.com\/cs\/wp-json\/wp\/v2\/comments?post=38082"}],"version-history":[{"count":2,"href":"https:\/\/blog.wedos.com\/cs\/wp-json\/wp\/v2\/posts\/38082\/revisions"}],"predecessor-version":[{"id":39811,"href":"https:\/\/blog.wedos.com\/cs\/wp-json\/wp\/v2\/posts\/38082\/revisions\/39811"}],"wp:attachment":[{"href":"https:\/\/blog.wedos.com\/cs\/wp-json\/wp\/v2\/media?parent=38082"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.wedos.com\/cs\/wp-json\/wp\/v2\/categories?post=38082"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.wedos.com\/cs\/wp-json\/wp\/v2\/tags?post=38082"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}