Posts Tagged 'Online'

January 15, 2014

Keep Spending Most Our Lives Livin' in a Gamer's Paradise

With apologies to Coolio, I couldn't resist adapting a line from the chorus of "Gangsta's Paradise" to be the title of this blog post. While I could come up with a full, cringe-worthy cloud computing version of the song (and perform it), I'll save myself the embarrassment and instead focus on why "Gamer's Paradise" came to mind in the first place. We announced some amazing stats about two gaming customers that use SoftLayer's cloud infrastructure to power popular online games, and I thought I'd share an interesting observation about that news.

More than 130 million gamers rely on SoftLayer infrastructure. SoftLayer is virtually invisible to those gamers. And that's why gaming companies love us.

When would a gamer care where a game is hosted? Simple: When gameplay is unavailable, lagging, or otherwise underperforming. Because we deliver peak cloud performance consistently for our gaming customers, we'll continue to live in the shadows of gamers' collective consciousness (while taking center stage in the minds of game producers and developers).

It's easy to get caught up in discussing the technical merits of our cloud hosting platform. Speeds and feeds provide great metrics for explaining our infrastructure, but every now and then, it's worthwhile to step back and look at the forest for the trees. Instead of talking about how bare metal resources consistently outperform their virtual server equivalents, let's take a look at why our gaming customers need as much server horsepower as we can provide:

As you can see, the games we're hosting for our customers are a little more resource-intensive than Tic-tac-toe and Pong. By leveraging SoftLayer bare metal infrastructure, gaming companies such as KUULUU and Multiplay can seamlessly support high definition gameplay in massive online environments for gamers around the world. When KUULUU launched their wildly popular LP Recharge Facebook game, they trusted our platform all the way from beta testing through launch, daily play, and updates. When Multiplay needed to support 25,000 new users in Battlefield 4, they spun up dedicated SoftLayer resources in less than four hours. If gamers expect a flawless user experience, you can imagine how attentive to infrastructure needs gaming companies are.

As more and more users sign on to play games online with Multiplay, KUULUU, and other gaming customers on our platform, we'll celebrate crossing even bigger (and more astounding) milestones like the 130 million mark we're sharing today. In the meantime, I'm going to go "check on our customers' servers" with a few hours of gameplay ... You know, for the good of our customers.

-@khazard

More Info: Multiplay and KUULUU Launch Games with SoftLayer, an IBM Company - Gaming companies flock to SoftLayer’s cloud, adding to 130 million players worldwide

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May 25, 2010

Customer Service

Customers are the heart of any business. If you don’t have customers you will not have a business. Here at Softlayer we take the meaning of customer service to another level. Yes, we have a Customer Service department but we don’t view customer service as an event, but rather as a series of interrelated pieces of a process. Many departments within our organization in addition to Customer Service provide a degree of customer service whether it’s to an internal or external customer.

Softlayer employs the “best practice” approach to take the perspective of the customer in all that we do. Since our customers come in through our website, the Softlayer team is continually working to improve the online ordering experience with the customer usability in mind at all times. One of my first tasks here at Softlayer was to “act” like a customer and order a server. I then had to do a write up on the experience. I have to be honest; it required some thought as to what could be improved because this process has been fine tuned as it’s been done over and over again. I thought the website and ordering process was very well put together, intuitive and easy to use.

Another way a customer will experience Softlayer is through our portal. Now, working from the inside, the portal is quite overwhelming at first. As you spend more time on it you realize just how powerful it actually is. We have quite a few developers working on it daily and this is to ensure that the customer has every tool, option, and task at their fingertips so they can get the most from their servers. Being in the internet business we understand that a competitor is only one click away.

Also during my first week here, I spent several days working in the NOC. Aside from being thoroughly awed with our facilities and how neat and organized everything was, I was impressed as I listened to the techs on their calls with the customers. The calls are handled with customer satisfaction as the first priority. Yes, I even heard the challenging calls that were very difficult to handle. The techs remained calm and focused to solve the problem at hand. The quality of work depends on the quality of people in place so if you have any technical problems these are the folks you want to speak with.

According to Wikipedia, “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.”[i] Here at Softlayer we exceed the customer expectations and will continue to implement and improve best practice processes and initiatives to improve our customer’s experience.

December 1, 2009

Holiday Seasons and Holiday Shopping

It’s that time of year again. No, not time to spread joy and cheer to your family (it can be that, too), but rather the time of waiting in long lines when it’s freezing outside hoping to get a good deal or the perfect gift. It’s the holiday shopping season. With the holiday shopping season comes the holiday “holy cow it’s freezing cold out here” or the holiday “hey! that person just cut in line” season as well. Of course, one thing people need to remember this time of year is that it’s not about the shopping and spending money (Money? What money?) but rather it’s about spending time with family and looking back at the year that has passed. Of course, retailers and scammers would like you to think otherwise. They’re trying their hardest to get you to part with your hard earned money. What does this mean to you? It means that you have to watch out who you’re buying from and what websites you are giving your personal information to. This is the perfect season for scammers to get your grandparents to give up their personal information (and with it everything in their bank accounts). Of course, this is easily avoided. Most reputable websites will have SSL certificates from a reputable vendor. Being a customer of SoftLayer you are already aware of a (fairly) new service we offer… A short while back SoftLayer began to offer VeriSign and GeoTrust SSL certificates (for more information: http://www.softlayer.com/partners_geotrust.html). Simply making sure that the site you are buying from has a certificate installed like the ones we offer will help ensure that your information isn’t going to some thief hiding in his basement. What’s the moral of this story? (All Holiday stories have a moral…) Stay safe, be careful, and enjoy the holidays!

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