We operate in an industry that is built on an incredibly complex array of technology. One of the most frustrating aspects for us and our customers is just how many different opportunities there are for technology to go wrong – on or off-line – with computers.
There are literally thousands of links in any chain between people on the Internet – even inside a single computer! There are dozens of service providers. Some we know about:
• Your ISP
• Your domain name registrar
• The company who built your computer
• The company who built your Website visitor’s computer
• Your Web developer – us
…and some we don’t:
• The owner of the submarine cable or satellite
• ISP installation contractors
• Server maintenance company
• Domain name authority
• Browser software developer community
• International Internet standards bodies
• Network router suppliers, like Cisco Systems
• The list goes on and on.
Besides all of the above, a successful Internet experience depends on the people at either end of the exchange. Here are some issues that can and do happen along the way:
• Sound is used, but the end user doesn’t have speakers
• Visitors to a Website run an ancient browser, so the site doesn’t display correctly for them
• People run security software with settings that disrupt even safe activity
• An ISP’s DNS server has issues, causing some sites to be inaccessible
• An ISP like Telstra can get a massive surge of Spam and slow everything down
• Software gets installed and causes a conflict
• Website hosting software gets upgraded and some functions stop working due to a different configuration
• This list also goes on and on!
Over the past 12 years we have seen it all. One day we will probably write a book about it. Suffice to say we have come to accept technological issues as part of day-to-day life in the computer world.
When things go wrong, we are often the first people to hear about it, even if it is not our fault. Sometimes we are not informed, when we should be – as customers think that perhaps their ISP is to blame.
What we would like to say about all of this is that we hope you understand a little about the scope of the industry we are all participating in. We hope you accept that it is in the very nature of something so complex that things will go wrong.
In saying this, we are always here to help. If you need advice or are becoming frustrated with a technical issue or service issue, please let us know. We might just be able to help you work out where the real problem lies and who the real culprit is. Sometimes it is something we can fix. At the very least we can point you in the right direction.
If after we investigate a problem, we find it is our fault, we are bound to sort it out for you at no charge. If it turns out to be one of the other many links in the chain beyond our responsibility, we will either recommend a solution, or arrange to fix it for you. In these cases, we will charge a service fee for our time.
As one of your business service providers, we are here to help you manage this very complicated maze of technology that impacts – and helps – your business. Nobody likes the ‘issues’ part of the equation – it certainly doesn’t seem very productive. However, by effectively managing these inevitable problems, we do get to enjoy the huge benefits of the technology for all the times things are running smoothly.
With your understanding and our support, we can all move forward in this exciting digital world.