InfoQ Homepage Support Content on InfoQ
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Google Provides Extended Support for Cloud SQL MySQL and PostgreSQL End-of-Life Versions
Google Cloud has announced extended support for end-of-life Cloud SQL MySQL and PostgreSQL versions to help users maintain database operations and plan upgrades more efficiently. Starting February 1, 2025, versions such as MySQL 5.6, 5.7 and PostgreSQL 9.6 to 12 will enter an extended support phase, allowing customers to continue using these versions beyond their standard support dates.
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Improving Developer Experience in a Small Organization
A way to improve developer experience is by removing time-consuming tasks and bottlenecks from developers and from the platform team that supports them. How you introduce changes matters; creating an understanding of the “why” before performing a change can smoothen the rollout.
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Making On-Call Less Painful for Developers by Using High-Quality Alerts
On-call is an increasing reality for developers. Improving alerts to reduce noise, automation, and removing warnings can help to make on-call work more humane. A driving force behind automation is Infrastructure as Code. Over time you can abstract that code so that it fits other use cases, which helps propagate best practices.
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How AI Supports IT Operators to Resolve Issues Faster and Keep Systems Running
AIOps is all about equipping IT teams with algorithms that can help in quicker evaluation, remediation or actionable insights based on their historical data without the need to solicit feedback from users directly. AI can help IT operators to work smart, resolve issues faster and keep the systems up and running to deliver great end-user experience.
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Amazon Introduces re:Post, a "Stack Overflow" for AWS
At re:Invent Amazon announced re:Post, a Q&A service that replaced the AWS Forums and is designed to offer crowd-sourced and expert-reviewed answers to technical questions about AWS.
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AWS Announces Amazon Transcribe Call Analytics API for Conversation Insights
Recently, AWS announced Amazon Transcribe Call Analytics, a new feature of Amazon Transcribe. AWS customers can extract valuable insights from customer conversations like customer and agent sentiment, and conversation characteristics such as non-talk time, interruptions, loudness, and talk speed with this new feature.
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How to Embrace “You Build It, You Run It” with Paul Hammant at QCon London
Paul Hammant talked at QCon London about having developers responsible for the first line of support in production, as the saying goes, “if you build it, you run it.” Hammant recommends following this practice only if there are proper support levels and escalation policies defined. As a result, companies could reduce the chances of burnout or staff quitting.
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Involving Engineers in Incident Management: QCon London Q&A
Learning from past incidents can increase engineers' confidence in handling live incidents and convincing them to join the on-call team. Samuel Parkinson spoke about how we can benefit from past incidents and encourage engineers to get involved in incident management at Qcon London 2020.
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Amazon Announces AWS Firelens – a New Way to Manage Container Logs
Recently, Amazon announced a new log aggregation service called AWS Firelens. The service unifies log filtering and routing across all AWS container services including Amazon ECS, Amazon EKS, and AWS Fargate.
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Canonical Brings Infrastructure Offerings Under One Roof
Canonical has released a consolidated offering for open source infrastructure, called Ubuntu Advantage for Infrastructure (UA-I), covering its existing services like OpenStack, Kubernetes, Ceph and Swift. The solution offers three levels of support - Essential, Standard and Advanced - with the per-node pricing remaining uniform regardless of the software running on it.
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Bringing the Humanity Back into Customer Support
Treat your support team well and they will treat your customers well. Support teams need to be trained and trusted, they deserve autonomy and ownership over their work. Bots shouldn’t be used in customer support to help people solve problems; people need to help people even if it’s more expensive than hiring robots.
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Oracle Announces New Support Pricing Structure for Java
Oracle has announced a new pricing model for commercial support for Java. Considerably simpler, it seems to be of most interest to enterprise deployments.
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TensorFlow: Providing Support to a Successful Open-Source Project
Building a community around an open-source project requires a number of practices regarding support, pull requests handling, licensing, and more, writes Pete Warden, TensorFlow Mobile lead at Google.
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State of On-Call Survey
VictorOps published the results of its survey on the state of on-call activities, which it claims to be the first of its kind. The survey includes data about the challenges of being on-call, the way those who are on-call get notified, the tools they use to support incident resolution, the prevalence of false alarms, the average time of each incident resolution and more.
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Chrome’s Lack of Support for showModalDialog Breaks Some Enterprise Web Apps
Google Chrome no longer supports window.showModalDialog, breaking several enterprise apps such as OWA, EAC, SAP, and others.