SOC TRAINING
Index
ContentPage no
Introduction3
Categories13
Following up SOC queries28
Introduction
SOC is the Systems Operation Centre where the internal systems and operations of Intekom are controlled.
A web interface has been implemented to allow the staff in the call centre to be able to log requests for the systems administrators and networking specialists to action problems, which cannot be resolved by the call centre staff themselves.
This web interface can be found at:
In order to log a request, you will require a username and password, which can be organized by your manager.
Once you have logged in with your username and password, you will see
The following buttons:
- Log a request
- View Incomplete queries
- View completed queries
- Search Database
- Configure Your Preferences
Select LOG A REQUEST to log a request for a system administrator or networking specialist to action something, which needs to be, sorted out for a customer, which you are not able to action, yourself.
Select VIEW COMPLETED QUERIESto be able to check whether your query has been actioned yet or not. (don't forget to NOTE your query if you are satisfied with the response that you receive).
Select view INCOMPLETE QUERIES to show which soc faults has not been done yet.
Select SEARCH DATABASE, this option will allow you to search for SOC’s that has already been done or if you can’t remember your SOC number.
Select DOMAIN MX RECORD LOOKUP, this will allow you to do a search on a domain name to check if its (the domains) mx records are pointing to intekom
.
Select CONFIGURE YOUR PREFERENCES. With this option you will be able to personalize the colour of your SOC interface.
When logging a SOC request, you will notice that certain categories are prefixed with "Networking". It is critical that requests for the Networking department get logged under one of these categories or else the request will be sent to systems administration and will not get actioned. You will notice that there is a section "Networking - Other" as well as a section "Other". If you have a request that does not fall into any of the listed categories, you should select one of these options BUT "Other" will only go to Systems Administration so it is
very important that you select the "Networking -Other" category if your request concerns networking.
Categories
Customers Machine
This category is used for customers who have their own servers in our server farm with internet connectivity directly from our LAN.
This category is typically used under the following circumstances:
- A customer informs you that they have a machine in our server farm but cannot get a response from it. Typical symptoms that the machine is down will be that you do not receive a ping reply when trying to ping the IP address of their machine. The only thing that we can do in these situations is to reset the physical hardware but cannot do anything as far as the software is concerned because the customers maintain and administer there own software.
- Also this option is used when the customer wants to come and install his machine on Intekom’s premises. The SOC you log will have to contain the following
RefID / 13799
Support / Anri Struwig
Date / Wed Jul 18 2001
Time / 09:36:01
Nature / Customers Machine
Fault / [Operating System: NT] [Fault: Please supply an IP address for the company Sevenc Computing, they are bringing their machine at 11 today. Poid number: 17239144, Infranet account number: 17236392, Thanx]
Accepted / checked
Completed / checked
Noted / checked
Sysadmin / Shaun Gibson
Sysadmin Notes / 196.25.69.212
Accepted Time / Wed Jul 18 09:40:03 SAST 2001
Completed Time / Wed Jul 18 10:42:39 SAST 2001
Noted Time / Thu Jul 26 09:04:31 SAST 2001
Domain Record Changes
This category is used when we host a domain name for a customer and they want records in the zone file for their domain to be changed.
This category is typically used under the following circumstances:
- A customer would like to change an IP address of their website.
Eg: Please point to 196.25.69.101
- A customer requests a subdomain.
Eg. Please create development.domain.co.za
RefID / 14895Support / Anri Struwig
Date / Fri Sep 14 2001
Time / 14:31:42
Nature / Domain Record Changes
Fault / [Fault: Please point domain: @lbc.co.za, www records to ip: 209.1.225.218, Thanx]
Accepted / checked
Completed / checked
Noted / checked
Sysadmin / Shaun Gibson
Sysadmin Notes / done, please allow for 24hrs from the next dns reload (4pm) for the dns to propagate.
Accepted Time / Fri Sep 14 14:36:40 SAST 2001
Completed Time / Fri Sep 14 15:28:59 SAST 2001
Noted Time / Fri Sep 21 11:44:25 SAST 2001
Domain Registration
This category is used when a customer requests that something to do with the domain name registration process be changed.
This category is typically used under the following circumstances:
- A customer asks for their domain name to be deleted.
- A customer requests for the primary and/or secondary DNS server for their domain to be changed.
- A domain is suspended by the registrar (eg. Uniforum) due to non-payment.
(These issues are generally handled by corporate support).
RefID / 17127Support / Anri Struwig
Date / Mon Mar 4 2002
Time / 08:36:39
Nature / Domain Registration
Fault / [Fault: Please add domain: @untamed-africa.com, to our DNS. Thanx]
Accepted / checked
Completed / checked
Noted
Sysadmin / Shaun Gibson
Sysadmin Notes / done
Accepted Time / Mon Mar 4 09:58:08 SAST 2002
Completed Time / Mon Mar 4 10:12:03 SAST 2002
Domain Related
This category is used when there is a problem with a domain, which does not fall under "Domain Record Changes", "Domain Registration", "Site Related-Unix", "Site Related-NT" etc.
This category is typically used under the following circumstances:
- A domain needs to be linked to a specific directory.
RefID / 14954
Support / Anri Struwig
Date / Tue Sep 18 2001
Time / 16:28:43
Nature / Domain Related
Fault / [Fault: Please add domain: @blabla.co.za, to the VDL, Thanx]
Accepted / checked
Completed / checked
Noted / checked
Sysadmin / Shaun Gibson
Sysadmin Notes / done
Accepted Time / Wed Sep 19 13:42:12 SAST 2001
Completed Time / Wed Sep 19 14:26:46 SAST 2001
Noted Time / Fri Sep 21 11:46:00 SAST 2001
And
RefID / 14962Support / Anri Struwig
Date / Wed Sep 19 2001
Time / 14:43:59
Nature / Domain Related
Fault / [Fault: Please create a default zone file for the following domain: @naturepharm.com, as the customer has applied for dns hosting with us. Thanx]
Accepted / checked
Completed / checked
Noted / checked
Sysadmin / Shaun Gibson
Sysadmin Notes / already done ...
Accepted Time / Wed Sep 19 15:59:31 SAST 2001
Completed Time / Wed Sep 19 16:05:47 SAST 2001
Noted Time / Fri Sep 21 11:46:19 SAST 2001
E-Mail Server
This category is used when problems are experienced with either the POP3 or SMTP mail servers that cannot be rectified via the web interfaces which have been provided.
This category is typically used under the following circumstances:
- Mail sent to one of our customer domains is not arriving in their mailbox i.e. The domain needs to be added to the VDL.
- Slow response times from the mail servers.
- Anything else that might have something to do with the mail server(s).
RefID / 15431
Support / Anri Struwig
Date / Tue Oct 16 2001
Time / 11:10:19
Nature / Email Server
Fault / [Fault: Please add domain: @reclampe.co.za, to the VDL, Thanx]
Accepted / checked
Completed / checked
Noted / checked
Sysadmin / Shaun Gibson
Sysadmin Notes / done
Accepted Time / Tue Oct 16 11:24:23 SAST 2001
Completed Time / Tue Oct 16 12:09:03 SAST 2001
Noted Time / Thu Oct 18 13:24:00 SAST 2001
And
RefID / 15461Support / Anri Struwig
Date / Wed Oct 17 2001
Time / 09:42:44
Nature / Email Server
Fault / [Fault: Please assist, the Intranet (mailserver)interface opens up extremely slow the last few days, is anything wrong on it and is it something we can fix?]
Accepted / checked
Completed / checked
Noted / checked
Sysadmin / Shaun Gibson
Sysadmin Notes / it is a known problem; jonathan and francois have rectified it.
Accepted Time / Wed Oct 17 11:07:48 SAST 2001
Completed Time / Wed Oct 17 13:29:59 SAST 2001
Noted Time / Thu Oct 18 13:25:18 SAST 2001
RefID / 15603
Support / Anri Struwig
Date / Wed Oct 24 2001
Time / 16:26:40
Nature / Email Server
Fault / [Fault: Please remove the alias: bbnet.co.za, from the maildropbox Intekom10378, It's one of those aliases created for the maildropbox that we cannot remove ourselves. Thanx]
Accepted / checked
Completed / checked
Noted / checked
Sysadmin / Shaun Gibson
Sysadmin Notes / done
Accepted Time / Wed Oct 24 17:37:39 SAST 2001
Completed Time / Wed Oct 24 17:48:42 SAST 2001
Noted Time / Mon Nov 26 10:15:45 SAST 2001
FREE WEBSPACE CANCELLATION
RefID / 13264Support / Anri Struwig
Date / Tue Jun 12 2001
Time / 14:31:59
Nature / Site Related-UNIX
Fault / [Fault: Please remove the following personal web space from our web servers: Intkeom11176, Thanx]
Accepted / checked
Completed / checked
Noted / checked
Sysadmin / Shaun Gibson
Sysadmin Notes / done
Accepted Time / Wed Jun 13 10:11:50 SAST 2001
Completed Time / Wed Jun 13 11:01:23 SAST 2001
Noted Time / Wed Jun 13 16:23:33 SAST 2001
Ftp Logon-NT
This category is used when a customer cannot publish their site on the NT server (lion.intekom.com) either using an FTP customer or Microsoft Frontpage.
This category is typically used under the following circumstances:
- A customer cannot publish their site because the username and/or password is invalid.
- The FTP server refuses a connection.
RefID / 16515
Support / Anri Struwig
Date / Mon Jan 21 2002
Time / 12:15:06
Nature / Ftp Logon-UNIX
Fault / [Fault: Ref SOC: 16482, Hi Shaun what should the ftp details be will you allocate a new username and password to this customer or should they retain the WH- username. If not let me know. The correct product has been loaded we just require FTP username and password for haese.co.za]
Accepted / checked
Completed / checked
Noted
Sysadmin / Shaun Gibson
Sysadmin Notes / you have to allocate the username and password (to make it easier maybe use the same username and password s his mail account).
Accepted Time / Mon Jan 21 14:17:19 SAST 2002
Completed Time / Mon Jan 21 14:24:24 SAST 2002
RefID / 15438
Support / Anri Struwig
Date / Tue Oct 16 2001
Time / 12:55:46
Nature / Site Related-NT
Fault / [Fault: Username: Moketni0780, password: phoothi, This site currently does not open when you type in was this pointed to mokenti0780, or is something else wrong, please assist. THanx]
Accepted / checked
Completed / checked
Noted / checked
Sysadmin / Shaun Gibson
Sysadmin Notes / the client does not have a default page.
Accepted Time / Tue Oct 16 13:28:51 SAST 2001
Completed Time / Tue Oct 16 13:30:12 SAST 2001
Noted Time / Thu Oct 18 13:24:27 SAST 2001
Ftp Logon-UNIX
This category is used when a customer cannot publish their site on the UNIX server (home.intekom.com) using an FTP customer.
This category is typically used under the following circumstances:
- A customer cannot publish their site because the username and/or password is invalid.
- The FTP server refuses a connection.
Infranet System Related
This category is used when there are problems with Infranet itself.
This category is typically used under the following circumstances:
- slow response times from Infranet
- problems logging on to Infranet
- Infranet is down
RefID / 15462
Support / Anri Struwig
Date / Wed Oct 17 2001
Time / 10:08:39
Nature / Infranet System Related
Fault / [Fault: Infranet interface is down, can't add or open infranet please assist. Thanx]
Accepted / checked
Completed / checked
Noted / checked
Sysadmin / Shaun Gibson
Sysadmin Notes / I can open infranet and do searches ...
Accepted Time / Wed Oct 17 11:07:58 SAST 2001
Completed Time / Wed Oct 17 11:12:05 SAST 2001
Noted Time / Wed Oct 31 17:36:07 SAST 2001
Networking - FTGate
This category is used when a customer has problems with their on site FTGate system which was installed by Intekom.
This category is typically used under the following circumstances:
- The machine running FTGate crashed and the software needs to be reinstalled.
- Errors when trying to download mail via FTGate
- Mail is not being received when connecting to the Intekom mail server via FTGate.
Note:This category should not really be used anymore because training was provided to the call centre staff so that they can handle these
type of queries themselves.
RefID / 13393Support / Anri Struwig
Date / Tue Jun 19 2001
Time / 14:44:46
Nature / Networking - FTGate
Fault / [Fault: Please complete the installation of a 20-user Analogue FT-Gate. Username: Intekom35420, password: queelum, Aliases: , , , , , , , , , , , At this stage we are still waiting for Telkom to pay Flusitech so their is no Registration key or number. Account Manger: Vaughan Curtis. Company: Higroveonline, Thanx ]
Accepted / checked
Completed / checked
Noted / checked
Sysadmin / Kevin Hodgson
Sysadmin Notes / Done.
Accepted Time / Tue Jun 19 17:14:19 SAST 2001
Completed Time / Tue Jun 19 17:14:27 SAST 2001
Noted Time / Wed Jun 20 10:08:26 SAST 2001
have leased lines and require additional IP addresses.
Other
This category is to be used as a last resort for SYSTEMS ADMINISTRATIONRELATED queries which do not fall into any other Systems Administration Category (categories WITHOUT a "Networking - " prefix.
This category is generally used under the following circumstances:
- Customer cannot obtain logs for their site.
- Anything else which doesn't fit into any other Sys Admin category.
Site Related - NT
This category is used for anything to do with a site that is hosted on the NT server (lion.intekom.com).
This category is generally used under the following circumstances:
- A customer requests to have frontpage extentions installed or reinstalled on their site.
- Any other problems to do with sites hosted on the NT server.
RefID / 11825
Support / Anri Struwig
Date / Tue Mar 13 2001
Time / 16:33:36
Nature / Site Related-NT
Fault / [Domain: bundubashing.co.za] [Username: Moketni0657] [Password: ungeeus] [Fault: Got the following problem when adding web hosting. The Node for the Site is Error: The web site exists on the NT server and the node is Error: An error occurred while checking the domain. Please enable FP extensions and FTP access. Point the domain to NT Make the FTP and FP password the same.]
Accepted / checked
Completed / checked
Noted / checked
Sysadmin / Shaun Gibson
Sysadmin Notes / done, please allow for 24hrs for the dns to propagate (8pm the next dns reload) and get the client to upload a site to avoid the directory listing denied error.
Accepted Time / Tue Mar 13 18:44:50 SAST 2001
Completed Time / Tue Mar 13 18:58:26 SAST 2001
Noted Time / Tue Mar 20 16:27:28 SAST 2001
RefID / 10908
Support / Anri Struwig
Date / Mon Jan 22 2001
Time / 10:56:34
Nature / Site Related-NT
Fault / [Fault: Please create the following directories on NT under Moketni0514: Lalabundu, buhalasafaris, please install frontpage extentions and allow FTP as well as insure that the form mailer is enabled. Please ensure that the FTP and FP passwords are the same. Please also repoint the www records for lalabundu.co.za, and buhalasafaris.co.za, to the respective directories. Thanks]
Accepted / checked
Completed / checked
Noted / checked
Sysadmin / Ashley Kleynhans
Sysadmin Notes / Done - please allow 24 hours for DNS to propagate and get customer to upload site to prevent DIRECTORY LISTING DENIED error. FTP and FP passwords do not have to be setup for existing users.
Accepted Time / Mon Jan 22 11:02:00 SAST 2001
Completed Time / Mon Jan 22 11:40:00 SAST 2001
Noted Time / Wed Jan 24 15:37:06 SAST 2001
Site Related - UNIX
This category is used for anything to do with a site that is hosted on the UNIX server (home.intekom.com).
This category is generally used under the following circumstances:
- A customer receives error messages saying "permission denied" or "forbidden" or something similar when trying to access their website in a web browser.
- Scripts that the customer is using on the site are not functioning correctly.
- Anything else to do with the UNIX web server.
RefID / 11837
Support / Anri Struwig
Date / Wed Mar 14 2001
Time / 16:49:52
Nature / Site Related-UNIX
Fault / [Fault: Username: Unicorn0076, password: fangogoo, Site name: teckflooring.co.za, Got problem with database when adding web space. Please add the directory called teckflooring under Unicorn0076 on Unix. Enable FTP acces to this site and point the domains www records to Unix. Thanx]
Accepted / checked
Completed / checked
Noted / checked
Sysadmin / Shaun Gibson
Sysadmin Notes / done
Accepted Time / Wed Mar 14 16:52:58 SAST 2001
Completed Time / Wed Mar 14 17:36:18 SAST 2001
Noted Time / Thu Mar 15 16:23:29 SAST 2001
Following up SOC queries
You will generally be sent an e-mail notification as soon as a systems administrator or networking specialist actions your query but unfortunately there is a bit of a bug in the system so you will not receive an e-mail notice every time so the best bet is to check the progress of your SOC queries every half an hour to an hour.
You can view the status of your SOC queries, by logging into the SOC web interface and clicking on VIEW COMPLETED QUERIES. You should first check for yourself that the problems have been correctly rectified BEFORE you note the query as being complete. If you are not satisfied with the response that you receive, you should log an additional query and mention the fact that you have already logged a prior query that you were not satisfied with. If you are satisfied with the response that you receive and the problem seems to have been resolved, you should NOTE YOUR QUERY by clicking on the NOTED button which appears on the completed queries screen.
You should always take down the customer's contact details when logging a SOC query so that you can get back to the customer and let them know as soon as the query has been actioned.
______Proprietary And Confidential - Intekom (Proprietary) Limited______
his document contains proprietary and confidential information that shall be distributed or routed only with Intekom (PTY) limited and its authorised clients, except with written permission of Intekom (PTY) limited.
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Last Updated 09/11/18Prepared By Training Team