As part of our 2021 Annual Review, we take a look at some behind-the-scenes things at Kinamo.

Upgrades and fixes

The past year has been one where there has been a lot of behind-the-scenes preparation for all kinds of upgrades and fixes in 2022.

In addition to these preparations, on an infrastructural level the necessary upgrades to storage systems, firewalls and backups have been carried out. These upgrades are always done with a view to improving the performance, security and availability of our infrastructure for our customers.

So our infrastructure must not only perform but also be secure. Internet-related threats are obviously not new. We do notice at Kinamo that there is an exponential increase in the number of "new emerging threats" and that consequently many more security patches are needed.

One of the more recent security patches that has also made the news is the Log4j vulnerability. We also had to upgrade several machines for this.

Kinamo is ISO9001 certified, which means that we maintain an internal quality system. Therefore, we also have internally established procedures for performing (necessary) server upgrades, patches and security roll-outs. These procedures ensure that we have a clear plan of action, know the benefits, risks and options that ensure that everything goes smoothly. Carrying out these works on our infrastructure ensures that our customers always have an up-to-date system or - if the latest patches cannot be applied - a solid secure environment.

We also worked hard to upgrade our website hosting cluster.
In early 2022, we are going to migrate the classic PHP websites (Wordpress, Craft CMS, PHP hosting) to a completely new system where clients will have more autonomy and control over the settings of their hosting.
The new hosting cluster is equipped with a future-proof upgrade/update strategy that should also significantly simplify the updating of Wordpress sites.

Kinamo Support

A customized approach and a personal touch are the two foundations on which Kinamo continues. Every day we strive to provide the best possible service to our customers. An important part of this is our customer service. Customers who purchase services from us such as domain names, SSL certificates, web hosting (for e.g. a Wordpress site), hosting or managed services can also contact us whenever they have questions or need support for these services.

The fastest and easiest way customers can reach us with their questions is by sending an email to support@kinamo.be.

Find out all the other possible ways to reach us here.

For more than 15 years Kinamo has been working with a ticketing system that allows all mails sent to support to enter centrally into a queue system and thus be efficiently assigned to the internal specialist specific to that service/question.

We also use the ticketing system to measure and improve both the speed and quality of our service.
We aim to try to answer all support tickets the same day (with or without Pandemic). Therefore, the average ticket response time at Kinamo is between 1 to 4h.

In 2019, we have added a rating system to our ticketing system. When closing a support ticket, a customer can choose to share their level of satisfaction with us. Since implementing this rating system, hundreds of customers already left a rating.

Collectively, we received a 98% "very satisfied" satisfaction score for support.

We will do our best in 2022 to further maintain and improve this score.

So we would like to thank our customers for being our customers 😊 but also for their input regarding our service. Thanks to the input we received over the past few years, we have been able to further improve our service.

We were able to achieve the 98% satisfaction score thanks to the Kinamo team that strives every day to answer our customers' questions not only as quickly as possible but also as well as possible, even during a pandemic.

Thank you Kinamo team!

Development support

Our support for questions about domain names, hosting, managed services, SSL certificates has been around for a while.

In 2019 we also started a separate support for following up questions linked to Kinamo development projects. So these are projects where Kinamo has taken care of the development or assists the customer with adjustments/maintenance of their web application.

We have also chosen to work with a ticketing system for our development projects so that all questions come in centrally and are followed up by the entire Kinamo team.

This way, questions are followed up regardless of any leaves or absences of our employees. Another reason is that, as with our other support, we strive to answer all questions as quickly as possible in order to evaluate our service.

To reach our development support simply send an email to projects@kinamo.be. We will do our best to follow up all questions as soon as possible.

Thanks also to all our 'development' customers for their trust in 2021.

The other stuff from our annual review

This post about all sorts of behind-the-scenes stuff is one of 4 articles written as part of Kinamo's 2021 annual review.