System Update 17.12.21

System Update 17.12.21

Following several weeks of investigation and updates with S4labour, we have have summased the fixes that have been put in place inorder to support system stability and performance.

The Login Procedure

On Monday morning, the system was being hit with 600 – 1000 login attempts per second, over 100 times more than any typical day of the week. This led to hundreds of thousands of calls to the server every minute, resulting in slower system performance and on occasions causing the system to crash.

We are still investigating the cause for this volume of login, given the recent announcements from other SaaS businesses in recent month, it is likely to be a bot attempting to breach our security procedures. The good news is that, while the system has suffered performance and speed issues, all of the security procedures did their job and kept S4labour secure.

However, we have and are continuing to implement a number of significant architectural changes to both improve the security of S4labour and ensure that system performance is not impacted in the future.

Server Duplication

As well as increasing the server capacity by 50% for the main system, we have added an additional server, dedicated to the login process. This will mean that any impact that login demand may have on S4labour, will not impact on anyone who has already logged in. This will also mean that, if demand remains high, and the login server needs resetting, users already logged in will be unaffected.  

CAPTCHA

The introduction of the CAPTCHA on Thursday the 16th of December will significantly reduce the impact a bot could have of draining server capacity going forward.

Login Control Procedures

The login process is controlled to allow up to 30 logins per second. This combined with the CAPTCHA will mean that the login server cannot reach maximum capacity, but there is a possibility of a 3 second delay between logging in and being let into the system at peak demand times. We will be monitoring server load closely and should the system near CPU capacity, we will update this control appropriately. This may slightly increase the time it takes to get into the system by a few more seconds. However, we now have the ability to do this very quickly and with no disruption to anyone already logged into the system.

Customer Satisfaction—Getting It Right

Customer Satisfaction—Getting It Right

Contact number: 01295 267400

Ever since S4labour started in 2010, our customer service has always been so important to us. It has been a key focus of ours for years. S4labour are still determined to produce fast, effective and concise customer service. We come from hospitality—numerous people in our team have been or even are currently operators. Customer service is part of our DNA.

Whether you’re raising a ticket with our helpdesk, making a quick call or calling an Account Manager, S4labour aims to always leave you feeling like you’ve done what you wanted to do. Nothing less. From our First Line Support all the way to our Development Team, everyone at S4labour wants to prove that we simply get our customers. 

Okay, so it’s all well and good talking about some buzzwords describing customer service: be that “exceptional”, “unmatched”, or “perfect”—anyone can say that. On that note, let us tell you how we go about giving you appropriate and effective customer service.

Easy.

Finding our number is simple. Once you’re logged into S4labour, our contact information is easy-to-find, locate and of course… use. The best part is you get to decide which method of contact you prefer. It’s as easy as raising a ticket or picking up the phone. In fact, here’s the number and email right here: 01295 267400 or email.

Constant Support. 365 Days a Year.

Someone from S4labour will always be on hand to help you. If you dial our number or raise a ticket, you can have peace of mind that it will be answered. From 08:30am to 05:30pm, every day (including weekends), one of our team will be on hand. 

Friendly, Honest, and Transparent.

Okay, apologies for the buzzwords on this one… but we really couldn’t help it because they’re true. Our team are completely solution orientated; we don’t stick to the same old scripts you may be used to. Actually, to be clear, S4labour doesn’t even have scripts. We genuinely pride ourselves on being that friendly voice behind the phone; being that response which really does help solve your query. On the transparency side of things, we’ll let you know exactly what the issue is in as much detail as possible. If we can’t answer your query there and then, we’ll put your query with the right experts to resolve the issue.

The Dreaded Phone Tree.

You can’t dread something we don’t have. S4labour does not operate a phone tree; we promise we hate them as much as you do. Instead, we have this revolutionary, innovative and groundbreaking system… someone being at the end of the phone. Your call and query will always be met with devotion and solutions. 

We Don’t Just Know Customer Service, We Know the System. 

The team at S4labour are all trained to a high standard on how to use what we promote: the S4labour system. Not just what it does, but why it does it. Have you ever called a company for help and realised they don’t really know what they’re talking about? That won’t happen with S4labour, all of our employees aren’t just trained to help, they’re empowered to help. 

A Support Call Is a Support Call!

Our aim of a support call is not to upsell you something. No sales pitches, we promise; it wastes your time. Our focus is giving you the support you require.

Walking The Walk.

We’ve said a lot, we know. However, what good is it to talk about facts and promises if you can’t even back them up? That’s why we’ve built a Customer Satisfaction Dashboard; letting our customers do the talking. View it here.