E-mail Survey Results Aaron Brown Billy Kakes Calvin Ling Professor David Patterson
Selected Questions n What is your supported environment? n How many users? ¨ Daily volume? ¨ Amount ¨ Number n of downtime they’ll accept? of complaints? What tasks? ¨ Diagnosis ¨ Number vs. repair? of problems?
Interface Sample
First Trial: Response n Sent to known admins and contacts n 68 responses received ¨ …mostly ¨ Only n complete with useful answers 21 “unsures” total Many responses from educational admins ¨ Yet still lots from within industry
Results: Number of Users
Results: E-mail Volume
Results: Tasks Common Tasks (151 total) Monitor/ Test (10%) Backup & Restore (3%) User Ed. Other (<1%) (3%) Upgrades/ Patches (12%) Repairs (15%) Configuration (56%) Tool Dev. (1%) Challenging Tasks (68 total) User Ed. (4%) Architecture Changes (7%) Other (6%) Filter Installation (37%) Platform Change/ Upgrade (26%) Config. (13%) Tool Dev. (6%)
Results: Acceptable Downtime
Results: Acceptable Downtime (2)
Results: Critical Affected User %
Results: Unique Problems
Results: User Requests
Results: Diagnosis vs. Repair
Results: Confidence Time
Results: Selected Comments n High user expectations ¨ “Users do not understand email; they expect it to be instantaneous, reliable, and single-hop. ” ¨ “Users have an intimate relationship with their email…when email is involved users get quite excitable. ” ¨ “Many of our users would be far less affected by losing their phone for a week than by losing email access for a day (or even hours). ”
Results: Selected Comments (2) n Spam is a tremendous headache ¨ “Spam…is our largest problem. Our machines are well spec'd and very stable, until they are hit with too much email all at once!” ¨ “I want to find the spammers and toss them off a 12 story building, then drive over them with a truck a few times. ” ¨ “Spammers should be charged for every piece of junk mail we have to accommodate in load planning, users assistance, and bounce tracing. I’d be able to buy Bill Gates at only $0. 01 per junk message. ” n Viruses and worms, too
Results: Selected Comments (3) n New technologies are useful ¨ ¨ “If you choose the right software, you don’t generally have any problems. ” ¨ n “Automation of all sorts has been improving performance and increasing reliability of our servers. ” “Email is old hat, actually. ” …more are needed ¨ “Testing correctness of configurations is one of the hardest things to do. ” ¨ “No matter how much work you do with it, you are never sure that it is secure and stable. ” ¨ “sendmail. cf is a bitch”
Conclusions n Most sites had relatively few problems ¨ E-mail n is one of the most critical services Confidence time varies widely ¨ Pretty similar curve to “number of users”, but correlation mostly absent ¨ Hard n to test configurations Better tools and practices are useful, more are needed ¨ Worries over configuration, silent errors
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