As you are probably aware, during most of March, our Melon server has been offline. This originally was because we were told that some new IP’s were going to be allocated to the server as the old ones were being decommissioned. This should have been an easy task but the host unfortunately only allocated us 2 new IP’s instead of 4 so it has taken a while longer to resolve that. There was then an additional problem with the servers back end which meant we couldn’t access it to update the networking for the new IP’s and so had to wait for support again before we could resolve the problem. This is a one off issue for Melon and it’s unlikely that once resolved, any further problems will arise from it.
We have been monitoring request processing times and support times this month and are pleased to announce that there has been a considerable improvement. Back in January & February we were experiencing large backlogs of requests and support emails as there were not enough staff or staff available at certain times to process these but now most requests and support emails are processed within 48 hours.
For those who have previously filled in or want to fill in a short feedback questionnaire related to our service, we will be opening another one of these during next month. This will allow you to feedback any comments, suggestions, complaints and will give us more of an idea on what area’s we could improve on. More information on this will be posted when the questionnaire is ready.
We would also like to remind you that you can also follow us on Facebook, Twitter and Google+. Almost all of the important messages we send to IRC channels are also posted on social media and can be highly useful if you’ve been unable to visit IRC.