Blue Reef's Virtual Server System

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1 The Virtual Server Handbook Blue Reef Internet Services Blue Reef's Virtual Server System "Plunge into the Possibilities" COPYRIGHT 1999 BLUE REEF CONSULTING, INC.

2 VIRTUAL SERVER USER S GUIDE BLUE REEF CONSULTING, INC Table of Contents Document Conventions Introduction...9 The Virtual Server System vs. Your Own Solution The "do-it-yourself" approach...10 The ISP approach...11 The Blue Reef approach...12 How the Virtual Server System works...13 Virtual Servers vs. Virtual Hosting...13 Virtual Servers vs. Virtual Hosting a technical perspective...14 Virtual Server Core Internet Services...16 The Virtual Server HTTP (Web ) Service...16 The Virtual Server FTP Service...17 The Virtual Server POP Service...17 The Virtual Server IMAP Service...17 The Virtual Server SMTP ( ) Service The Virtual Server Administrator Before Getting Started...20 virtserv.bluereef.net...21 Home...21 Products...21 Orders...21 Technical Support...21 Search...22 Customer Service...23 Services...23 Technical Support...24 The Problem Tracking System Getting Started...26 Understanding your Configuration Letter Configuration Letter Terminology Registering or Transfering your Domain...29 What is a Domain Name? Registering or Transfering Domains with the Order Wizard...29 Other Registration tools on the Blue Reef Virtual Server Site...30 Registering Domain Names with InterNIC Administering Servers Remotely COPYRIGHT 1999 Blue Reef Consulting, Inc.

3 VIRTUAL SERVER USER S GUIDE BLUE REEF CONSULTING, INC. Telnet...32 FTP Windows File Share GUI Administration Tools The Virtual Server Directory structure...39 The UNIX file System File Ownership and Permissions...40 Virtual Server Directories and Files...41 Directories outside of the Virtual Server...43 Basic UNIX commands...44 Editing files online Managing your Virtual Server with iroot and imanager...46 imanager Running imanager...47 Editing and deleting a File Copying and Moving a File...49 Linking or changing permissions to a File Uploading a New File to your Server...50 Making a New Directory Using iroot Maintaining your Virtual Server...53 Managing Quotas...54 Sample Quota Command Exceeding Quotas because of Logs...55 Managing the Virtual Server Load...56 Sample top command Memory and Processes Managing Users...58 Adding Users...58 Troubleshooting the Virtual Server...60 Checking the quota...60 Checking the log files Checking the processes Managing with Cron...62 Backups Using the Virtual Service...67 Protocols SMTP server...68 POP server...68 IMAP server...68 Exploring SMTP server software...69 COPYRIGHT 1999 Blue Reef Consulting, Inc. 3

4 VIRTUAL SERVER USER S GUIDE BLUE REEF CONSULTING, INC. Commands and Utilities for managing Creating mailboxes Changing mailbox passwords...71 Managing accounts...72 Configuring clients Aliasing accounts...74 Creating Mailing Lists Creating Autoresponders Creating Address Mappings or Virtmaps Using Wildcard Mappings Combining Mappings and Aliases...79 Differences between virtmaps and aliases Virtmaps Summarized Unsolicited Commercial Blocking Incoming Spam Maintaining the ~/etc/spammers file...81 POP(IMAP)-before-SMTP Relay Blocking Managing POP-before-SMTP...83 Maintaining your Log File The Virtual FTP Service...86 Naming your Virtual FTP service...87 Anonymous and Non-Anonymous FTP...87 Your Anonymous FTP Directory...87 Making customer-accessed directories...88 Creating Log-in banners and directory messages...88 Creating Non-Anonymous FTP Accounts Monitoring Anonymous FTP Activity The Virtual Web Service...93 Using Virtual Web Server software...94 Understanding the Virtual Web Service directory structure...95 Maintaining Virtual Web Server Configuration Files Learning Apache Directives...96 Learning the Server Resource Configuration File (srm.conf) The Access Control Configuration File (access.conf) The MIME Types File (mime.types) Using Apache Loadable Modules Listing Statically-linked modules Using Dynamically-Loaded Modules Loading the Dynamically-Loadable Modules Compiling modules COPYRIGHT 1999 Blue Reef Consulting, Inc. 4

5 VIRTUAL SERVER USER S GUIDE BLUE REEF CONSULTING, INC. Understanding Virtual Hosting Limitations of Virtual Hosting Adding and setting up domains Adding virtual hosts to httpd.conf Setting up additional options for virtual hosts Using Other Resources for Additional Information Official Apache Web Site Additional Apache Sources Managing Server Logs Configuring Log File Directives Using the Error Log Using the Transfer Log Understanding the Agent and Referer Logs Analyzing Log Files Using WebTrends TM Additional Log Analysis Programs Getstats Rotating and Clearing Log Files Creating and Publishing on the web Creating web pages Using HTML Books Using HTML On-line References and Style Guides Understanding HTML Editors and Tools Publishing Web Content Publishing with a HTTP Put capable editor Microsoft FrontPage Installing the Extensions on your Virtual Server Installing FrontPage 98 Server Extensions for Virtual Hosts Connecting to the virtual server with FrontPage Publishing a FrontPage Web Advanced Web Server Configuration The Common Gateway Interface (CGI) Installing CGI Scripts on your Web Server Overcoming Problems with Perl Scripts Troubleshooting "500" Server Errors Common errors CGI Security Issues Handling Multi-Language Web Content Imagemaps User Authentication Server Side Include Commands COPYRIGHT 1999 Blue Reef Consulting, Inc. 5

6 VIRTUAL SERVER USER S GUIDE BLUE REEF CONSULTING, INC 12. Using Virtual Server Extensions Why msql? Obtaining msql Other Database Solutions What is Miva? How Does Miva Work? Sample Miva Templates Ongoing technical support Swish-E Indexing SWISH-E Using the HTML source for the Search Form Installing the Search CGI Excite Installing Excite Configuring Excite Excite Documentation Programming on the Virtual Server The Virtual Server vs. the physical server Scripting on your Virtual Server Creating or testing in the virtual server environment Scripting using PERL Duplicating the virtual environment Common problems and solutions with PERL scripts Installing Perl5 Modules on Your Virtual Server Programming with Java Virtual Machine Understanding Shell Languages C-shell Electronic Commerce Bolt-on E-Commerce Features and Benefits Design & Build Advanced E-commerce Back Room Services Secure Transactions System Architecture & Support System Requirements Demo Store istore Service Level Pricing Reseller Opportunity Ordering Other Turnkey E-Commerce Solutions COPYRIGHT 1999 Blue Reef Consulting, Inc. 6

7 VIRTUAL SERVER USER S GUIDE BLUE REEF CONSULTING, INC A Secure Server (SSL and Secure Server ID s) PGP PGP Installation and Configuration Basic HTTP Authentication COPYRIGHT 1999 Blue Reef Consulting, Inc. 7

8 VIRTUAL SERVER HANDBOOK BLUE REEF CONSULTING, INC. Document Conventions This user s guide uses the following conventions: Commands are always shown in code font or bold code font if found within a paragraph User supplied variables are usually in italics Terminal sessions, scripts, and file contents are in screen font "yourdomain.com" means the domain name of your virtual server. Items in royal blue are hyperlinks. Many commands are explained as if you were entering them from a telnet command prompt. The command prompt would look something like this: "virtualserver {1}% command." For simplicity this guide will show this simply as "% command." COPYRIGHT 1999 Blue Reef Consulting, Inc. 8

9 Chapter 1 - Introduction Chapter 1 Introduction Blue Reef Consulting, Inc. now offers the Virtual Server System, a unique technology that enables companies to create their own Internet presence as though they had their own dedicated server. The Virtual Server System is more than just a hosting solution; it is a complete Internet server solution, giving each web site its own Web, FTP and capabilities. This guide contains reference and procedural information that enables you to fully use the Virtual Server System. This guide also helps you use the Virtual Server Administrator to control and maintain your Virtual Server environment. This chapter contains the following information: The Virtual Server Solution vs. Your Own Solution How the Virtual Server System Works Virtual Server Core Internet Services The Virtual Server Administrator COPYRIGHT 1999 Blue Reef Consulting, Inc. 9

10 Chapter 1 - Introduction The Virtual Server System vs. Your Own Solution Blue Reef Internet Services is your Internet server partner. Many Internet Service Providers (ISPs) spend thousands, even millions of dollars to purchase and maintain their own dedicated Internet servers, lines, and staff to keep it all running. Smart companies and individuals know that the Virtual Server System is a powerful and cost-effective alternative. You too can avoid the high financial and human resources of a dedicated server by using our Virtual Servers, thus gaining the same flexibility, control, and power. The Dedicated "do-it-yourself" approach Many small and medium-sized businesses install and maintain a dedicated server and Internet connection to their offices, believing that it is the only way to establish a powerful Internet presence. Most businesses don't realize, however, the high expense of a dedicated server. The following table and diagram illustrate the complexity of the dedicated server solution and its costs. COPYRIGHT 1999 Blue Reef Consulting, Inc. 10

11 Chapter 1 - Introduction The Dedicated server approach Setup Cost Internet server $5,000 Router $1,500 CSU/DSU $1,000 T-1 installation $300-$1,000 per line Monthly Cost Frame relay $200 Common carrier charges $300-$1,000 per line Yearly Cost Network engineer $55,000+ Software and hardware upgrades (Thousands) The ISP approach Another alternative to purchasing your own dedicated server is to "co-locate" your Internet presence with you Internet Service Provider (ISP). ISPs usually have aggressive hosting prices and often bundle hosting services with dialup services at little or no extra charge. As attractive as the price may appear, the ISP co-location option usually lacks the performance and technology necessary to establish an effective Internet presence. Because ISPs must accomodate the traffic of their hundreds of dial-up customers, its equipment is overloaded with the task of delivering millions of web pages that are passed through from other servers. At Blue Reef, our servers can focus on just delivering pages which reside on our servers. COPYRIGHT 1999 Blue Reef Consulting, Inc. 11

12 Chapter 1 - Introduction The Blue Reef Virtual Server approach Blue Reef Internet s Virtual Server Solution offers you the power of a dedicated server at a shared server price. The Blue Reef Virtual Server System gives you full control to remotely manage your sites without the high cost of maintaining your own server and staff to keep it all running. The Virtual Server solution Setup Cost Web Hosting Virtual server $50 Monthly Cost Web Hosting Virtual server $70 to $245 with discount for Resellers Yearly Cost Web Hosting Network staff $0 Web Hosting Support staff $0 Building your own Internet business Blue Reef Internet Services ensures that you have the best Virtual Servers on the Internet without the hassles of maintaining them. You can make money creating and maintaining web sites for companies all over the world with nothing more than a PC and a dial-up connection to the net. You won t need to purchase expensive servers, routers, or dedicated connections. Blue Reef Internet handles it all--even the occasional headaches. COPYRIGHT 1999 Blue Reef Consulting, Inc. 12

13 Chapter 1 - Introduction How the Virtual Server System Works Virtual Server technology enables Blue Reef to partition a single physical server computer into multiple virtual machines. This enables small and medium-sized businesses to pay just a fraction of the cost of hardware, software, system maintenance, and bandwidth of a dedicated server yet still have all the power and control of a dedicated solution. The Virtual Server System utilizes the following: Updated hardware components Fast network connectivity Innovative software Remote administration Security solutions Virtual Servers vs. Virtual Hosting Essentially two types of shared hosting solutions are available: Virtual Hosting and Virtual Servers. Though the terms seem similar, the underlying functionality of the two solutions is very different. Your Internet site is likely an integral part of your business, so understanding the differences between Virtual Hosting and Virtual Servers impacts your hosting decision (a decision that can be as important as choosing what content you place on your site). Web Hosting solutions consist of two components: Hardware (CPU, memory, disk drives, etc). Software (the web, FTP and POP servers, the gateway, and any third party applications such as CGI scripts). Virtual Hosting In a Virtual Hosting environment: Hardware and software are configured and customized by the server administrators (removing your control over the configuration of the services). Each physical server has a single set of shared software applications (limiting the choice of software you have to work "behind the scenes" of your web sites). Virtual Servers In a Virtual Server environment: Just the hardware is controlled by site administrators (so you can have your own web server without maintaining any equipment). You can add any software you need to customize the function of your web site (letting you expand as your web sites' needs grow). COPYRIGHT 1999 Blue Reef Consulting, Inc. 13

14 Chapter 1 - Introduction A Virtual Server is partitioned from the root of a physical server. This provides additional file security as well as Telnet capability. Configuration at the client level empowers the client to use a Virtual Server just as he or she would use a dedicated server. The table below compares the capabilities of Virtual Hosting with the Blue Reef Virtual Server System. Virtual Servers vs. Virtual Hosting--a comparison Server Items Virtual Server System Virtual Hosting Control of your own server environment YES NO Private-labeled Web server (HTTP) YES NO Private-labeled FTP server YES NO Private-labeled POP server YES NO Private-labeled IMAP server YES NO Private-labeled SMTP gateway YES NO "Virtual Root" access YES NO Complete Telnet access YES MAYBE Access to your Web server configuration files YES NO Full CGI-BIN access YES MAYBE Complete log files YES MAYBE Access to your PASSWD and ALIASES file and SENDMAIL.CF YES Virtual Servers vs. Virtual Hosting a technical perspective Because a single dedicated server is partitioned into multiple Virtual Servers, each Virtual Server is given the following: IP address Domain name Web server (complete log and configuration files) FTP server POP server SMTP gateway Not only does a Virtual Server have virtual domain hosting capability, the Virtual Server also enables you to create the following: Virtual web hosts Virtual Virtual FTP logins and anonymous FTP logins Quota support Note: A true Virtual Server is not simply a "virtually hosted" (Virtual Host) site on a web server that you don t control. You have "virtual root" access and control on your Virtual Server. When you access your Virtual Server via Telnet, the following directories are displayed just as they would be on a dedicated server: NO COPYRIGHT 1999 Blue Reef Consulting, Inc. 14

15 Chapter 1 - Introduction dev usr bin etc Your PASSWD, ALIASES, and SENDMAIL.CF files reside in your Etc directory. Because you are given access to such files, you have the flexibility to add the following: POP accounts Aliases Autoresponders You can access the entire usr/local/etc/httpd directory structure including the following: HTTPD.CONF SRM.CONF ACCESS.CONF CGI-BIN The Virtual Server behaves just like a dedicated server, giving you complete control of your web, FTP, and services. The biggest differences between a dedicated server and a Virtual Server are the disk space and price tag. COPYRIGHT 1999 Blue Reef Consulting, Inc. 15

16 Chapter 1 - Introduction Virtual Server: Core Internet Services The core Blue Reef Virtual Server System services include the following: HTTP (web) FTP POP IMAP SMTP ( ) Each of the services above is linked to your own domain name. The services are outlined in detail in the concluding portions of this chapter. Core virtual services capabilities are complemented with the following utilities: imanager iroot ACE Microsoft FrontPage server extensions CGI scripts (customized for our clients) Java applets (customized for our clients) The Virtual Server environment also supports popular third-party applications (or what we term "contrib" programs). The Virtual Server: HTTP (Web) Service The World Wide Web project has taken the Internet by storm. That is good news for your business if you are able to take advantage of it. With the Blue Reef Virtual Server System, customers can access your company's web service with greater ease and confidence than before. The Virtual HTTP (Hyper Text Transfer Protocol) service provides all the power and bandwidth your company needs for a private-labeled web site. The Virtual HTTP Service enables your business to private-label its web service. This service allows you to reach the millions of homes and businesses that are online each day without hassling with the cost of maintaining a dedicated server. Not only will you benefit from cost savings, the Virtual Web Service displays a more professional appearance to your customers. Your home address appears as not as it would with a non-virtual shared service or web mail. You can add Netscape Compatible Encryption or SSL to your Virtual Server. With SSL, your customers feel confident sending sensitive information online such as passwords and credit card numbers for payments. Many other extensions, CGI scripts, Java applets, and popular third-party applications are included with your Blue Reef Virtual Server. COPYRIGHT 1999 Blue Reef Consulting, Inc. 16

17 Chapter 1 - Introduction The Virtual Server FTP Service Another popular use of the Internet is the File Transfer Protocol (FTP), which enables users to download files made available to them on other computer systems. These files can be in any format you choose. With your Virtual FTP service, your customers can download your manuals, whitepapers, applications, and more! For example, customers can download a catalog of your products or a price list of your se rvices. This enables customers instant access to vital information, and saves you printing and mailing costs. The Virtual FTP service enables you to maintain a simple FTP address such as ftp.yourdomain.com. Your FTP address appears to customers just as it would with a dedicated server. Both anonymous and non-anonymous capabilities are available. The Virtual Server: POP Service Post Office Protocol (POP) enables users to read their without having to learn a server's cumbersome mail program. Instead, the user can access her using any computer and by using any POP software she likes, such as Netscape Messenger, Eudora, Outlook, or Pegasus. The Virtual POP service enables your company to establish a dedicated private-labeled mail system without the cost of maintaining on a constant Internet connection. With your Virtual POP service, you can establish unlimited password-protected mailboxes on the Virtual Server (except Server A). These POP accounts would reside on a server with your address: pop.yourname.com. The mail stays on the Virtual Server until you retrieve your messages with an client, similar to the concept of retrieving your mail from a P.O. box. The Virtual POP service also gives your company the flexibility to create unlimited addresses and aliases (have mail forwarded to any POP box you choose). This would allow you to collect sent to multiple addresses, such as and from one account instead of having to log into and collect mail from multiple accounts. The Virtual POP service allows you to establish these multiple addresses at no extra charge. Without the Virtual POP service, you would have to purchase multiple POP accounts from your local ISP, which could be very expensive. The Virtual Server: IMAP Service Internet Message Access Protocol or IMAP is a method for accessing electronic mail that is stored on a remote mail server (your Virtual Server). IMAP permits a client program to access remote message folders as if they were local. For example, stored on an IMAP server can be manipulated from a desktop computer at home, an office workstation, or a traveling laptop computer, all without the need to transfer messages or files back and forth between each computer. IMAP s ability to access messages (both new and saved on the Virtual Server) from more than one computer is important as reliance on electronic messaging and multiple computer use increase. COPYRIGHT 1999 Blue Reef Consulting, Inc. 17

18 Chapter 1 - Introduction Note: If the mail is accessed from one server only, then the Post Office Protocol (POP) works best. POP was designed to support off-line messages (i.e., where you download messages to your local computer and delete them from your Virtual Server). The Virtual Server: SMTP Service You can use Simple Mail Transfer Protocol (SMTP) or to send letters across local networks or Internet connections. With your Virtual Mail Service, you can send outgoing mail to any standard address in the world. Along with Majordomo, a server extension, you can maintain a mailing list and list server. With this you foster relationships with both your existing and potential clients. Your private-labeledvirtual SMTP server (smtp.yourname.com) also has anti-spam features to prevent unauthorized persons from using your mail server. Your Virtual SMTP Service also gives you the power to create unlimited aliases linked to your own domain, without having to create additional POP boxes. The Virtual SMTP Service can do the following with mail: Deliver mail to thousands of standard addresses simultaneously Prohibit unauthorized users from sending mail from your server address. Forward mail to your personal account with your local access provider. Forward mail to an existing POP account on your Virtual Server. With unlimited aliases, you can assign an address for customer support, marketing, or your mother, all at no extra cost. Aliases forward incoming mail to each address residing on your Virtual Server, or remote accounts established with your ISP. COPYRIGHT 1999 Blue Reef Consulting, Inc. 18

19 Chapter 1 - Introduction The Virtual Server Administrator The Virtual Server System is a powerful Internet solution that is currently being used to power tens of thousands of web sites. The Virtual Server System is more than a simple hosting platform. It is a complete Internet Server solution. While many administrators simply use the Virtual Server System as hosting platform for their web sites, the administrator has the ability to "pop the hood" and control Internet services. The Virtual Server System provides the best of both worlds since it can be used "right out of the box" or its environment can be modified to meet specific needs of an administrator. The Virtual Server Administrator has the power to control the Virtual Server environment. Each web site administrator is provided with a username and password for accessing her Virtual Server UNIX shell account. This access empowers the administrator with the ability to control many of the Virtual Server functions. With this power also comes the responsibility to administer the various server functions, including but not limited to, the following: Adding or deleting virtual and FTP accounts. Adding or deleting aliases (forwarding addresses). Uploading or downloading files to the virtual FTP server. Maintaining the virtual web server HTML files. Installing and maintaining Common Gateway Interface (CGI) programs. Managing Virtual Server log files, including running stats and deleting logs. Note: Since the Virtual Server System is a UNIX-based solution, assign an administrator that has some UNIX and some programming experience. This will help you get the most out of your Virtual Server environment COPYRIGHT 1999 Blue Reef Consulting, Inc. 19

20 Chapter 2 - Before Getting Started Chapter 2 Before Getting Started Blue Reef s Virtual Server customer service and support program is centered around its web site: virtserv.bluereef.net. The web site maintains a knowledge base including all product documentation and contributing applications. Answers to your most frequently asked questions can easily be found on the web site. This chapter will help you find the information you need to get up and running with your new Virtual Server. COPYRIGHT 1999 Blue Reef Consulting, Inc. 20

21 Chapter 2 - Before Getting Started virtserv.bluereef.net The Blue Reef VirtualServer site is designed to be a resource of information for existing users as well as potential customers and is organized in the following manner: Home / Home gives an overview of the Blue Reef Virtual Server. In the upper right corner of the page are links to all the web site sections listed below. The main Blue Reef web site, with all our other products services, is at Servers /servers/ The Products section contains information about Blue Reef's different server packages and also contains useful information about transferring domains, server add-ons, ecommerce solutions, policies, as well as reseller and billing agreements. Orders "Wizards" exist that enable you to order new accounts and products for existing accounts. Several products and agreements are made available exclusively to Resellers. The use of Wizards enables us to quickly and efficiently process orders. In fact, your order will often be processed within two hours. The following wizards will help you place your order: Server Type Wizard Domain Name Wizard Canonical Name Wizard Additional Disk Space Wizard SSL Wizard Technical Support /support/ The Technical Support section is designed to help you quickly find answers to your virtual server questions. This should be the first place to look if you have teachnical questions about your server. The technical support section includes: Support Form Getting Started Guide COPYRIGHT 1999 Blue Reef Consulting, Inc. 21

22 Chapter 2 - Before Getting Started Virtual Server Help Add-On/Extension Help Online Handbook Solutions of the Month Support Policies You will find many common problems and solutions documented in the support section. Studying the resources in the support section will also give you ideas on how to improve the capability of your virtual server. Search /help/search.html Search for any word or concept contained within the Blue Reef Virtual Server Web Site. COPYRIGHT 1999 Blue Reef Consulting, Inc. 22

23 Chapter 2 - Before Getting Started Customer Service Blue Reef s Customer Service assists users in maintaining their Virtual Servers by doing the following: Processing new domain and server orders. Billing Adding products to servers You can contact Customer Service via telephone, or the Problem Tracking System. Each Server comes with unlimited support per month. Unlimited phone Phone: (305) Services Customer Service processes new orders, bills for all products, and adds new server products and services such as: Additional Domain names Cnames SSL Ecommerce CyberCash Server upgrades Additional disk space Login ID changes Virtual Server main domain names Termination/disabling or enabling of servers Note: For each product that is a billable item, Customer Service requires you to send an to record the request. For example, if you need a domain name added to one of your accounts, there will be a $35 charge. If you call and request the domain name, you must first your request before it can be granted. If you have already sent an and the domain has not been added, please call Customer Service. COPYRIGHT 1999 Blue Reef Consulting, Inc. 23

24 Chapter 2 - Before Getting Started Technical Support Virtual Server Technical Support provides answers to customers and resellers by isolating specific problems that may be encountered while using the Blue Reef Virtual Server System. Technical Support will not assist customers or resellers in resolving specific programming issues (including CGI debugging) without issuing an additional charge. Virtual Server Technical Support provides the following services, free of charge: Server Maintenance and Monitoring Problem Tracking Answers to common web update questions Directing customers to other resources designed for their specific needs, (e.g. newsgroups for design, custom configurations, or programming). Troubleshooting for programming issues as they relate to configuration in the Virtual Server environment. Occasionally, Blue Reef makes third party vendor products available to customers and resellers at a special low price. The Virtual Server Technical Support staff will provide installation assistance for these products, but unless specifically identified, the Virtual Server Technical Support staff can not provide extended support for these products. For problems related to running these and other third party programs, customers should contact the program vendor. Note: Full Virtual Server phone support is available to Resellers with 20 or more server accounts. The Problem Tracking System or support is available to Resellers with fewer than 20 accounts. Blue Reef will respond to support requests usually within two hours, and often within minutes. Reach Virtual Server Technical Support via telephone, or the Problem Tracking System. Phone: (305) Problem Tracking System Customer Service and Technical Support use the Problem Tracking System to organize Problem Tracking Reports and give feedback to customers. The Problem Tracking System archives all Problem Tracking Reports and keeps them confidential; Report contents are viewable only by the customer and Blue Reef. If a Problem Tracking Report has useful information that can be used by other customers, then we create a new report, remove identifying information, and post the report in the Knowledge Base. The Knowledge Base is a collection of Problem Tracking Reports that is searchable by all customers that access the Problem Tracking System. COPYRIGHT 1999 Blue Reef Consulting, Inc. 24

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