preface

TcaplusDB is a distributed NoSQL database produced by Tencent. The code for storage and scheduling is completely self-developed. It has the characteristics of cache + landing fusion architecture, PB-level storage, millisecond-level latency, lossless horizontal expansion, and complex data structure. At the same time, it has the characteristics of rich ecology, convenient migration, extremely low operation and maintenance cost and five nine high availability. The TcaplusDB product team currently operates the world's largest game database cluster, serving the world's premier mobile game.

With such a large volume of business, what is the TcaplusDB service system like? This article will give you an in-depth reveal.

Scope of TcaplusDB technical services

TcaplusDB's technical services, build a service catalog and service level for users, build serviceable product access standards for product development, build organization, personnel, processes, and IT tools for the internal service capabilities of the team, and undertake various technical services of TcaplusDB Implementation of requirements and tasks. The scope of TcaplusDB technical services includes pre-sales, in-sales and after-sales. This article focuses on sales and after-sales service as the main introduction.
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TcaplusDB overall service plan

TcaplusDB services are developed based on the construction of four core basic planes, which mainly include user service plane, product research and development collaboration (hereinafter referred to as production-research collaboration plane), management and control plane (hereinafter referred to as management control plane) and organizational capability plane. Based on the joint effect of the four planes, the TcaplusDB service system is based on the four core basic planes for productization and servicing, providing strong service system support.

User service

Through the standardization of service capabilities, the overall customer service perception and overall service level will be improved, including two levels of care, three super-Vs, and five core user service planes.

At present, the main service standardization content is as follows:

Service Name	Service Description
Quick response service	Establish a quick response mechanism for working hours and non-working hours, response time and processing time
Core Information Synchronization Service	Synchronize TcaplusDB's product capability updates and public problem solutions through a variety of means. Specifically include real-time synchronization 1, real-time synchronization: corporate WeChat group, TcaplusDB user communication group 2, asynchronous synchronization: mail 3. Archive check: TcaplusDB official website
Important user 1v1 service group	Establish a 1v1 enterprise WeChat service group for important customers to ensure the first time response to customer problems
Important User Bi-weekly	Provide a bi-weekly customer service bi-weekly report for important customers to report on the problem resolution and demand response of the previous service cycle, and report the planned arrangements for the next service cycle
User return visit	According to user access data, regularly arrange customer return visits, listen to the voices of users, and incorporate user return visits into the special access efficiency project for regular follow-up and landing
Escort service	In response to the needs of users in important scenarios such as events, competitions, and major version upgrades, it is important for users to ensure stable business and rapid response to problems. It is important for users to build pre-escort inspections, rapid response during escort, active inspections, and summary after escorts. Always escort
Version delivery service	In response to the personalized needs of users, when the mainline version cannot meet the actual needs of users, special analysis is made for special circumstances, from requirements analysis, delivery plans, upgrade plans, test reports, important content reminders, etc., to ensure the landing efficiency of personalized needs And delivery quality
Product and technical training	Regularly invite TcaplusDB users to carry out training on product functions and technical interface, covering the access cost problems caused by new users when they are unfamiliar

Production and research collaboration

TcaplusDB is in a stage of rapid development. The efficient collaboration between service and production and research plays a key role in ensuring the satisfaction of end users. At the same time, the payment of energy through production, research and supply services can also further enhance the efficiency of their respective professional fields. A two-platform, two-system matrix-type production-research collaboration plane was built.

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Starting from the needs of daily work, the overall operational efficiency is improved through collaboration models and processes. The main contents are as follows:

Collaboration item	Description
Communication platform	TcaplusDB technical service group, responsible for new customer access notifications and exchanges
Demand platform	Through the efficiency optimization special and version demand communication meeting, and set clear conclusions (completed, scheduled, rejected)
education system	Establish a version-based training mechanism. When the version is updated, the technical service team is trained to improve the closed-loop service capability of the technical service team. At the same time, it reduces the request for help from the production and research team and improves the efficiency of internal collaboration.
Tool system	The tool system is still in its infancy. At present, the tool can be used to query customer information and customer usage status. In the future, it will work together to improve the self-closed loop rate of service in areas such as troubleshooting and problem location.

Control surface

User satisfaction is one of the most effective data reflecting service effects, but user satisfaction data has the problems of long statistical interval and insufficient statistical data coverage. Through the establishment of a management and control mechanism, the purely subjective satisfaction can be decomposed into multiple customer data, and problems in the service process can be found in a shorter period, and timely improvements can be made to form a horizontal, four vertical management control flat.
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In the construction of the management and control area, the following measures have been taken:

Measures	Description of measures
Interface link scheduling volume	Collect core interface call data through technical means, realize the measurement follow-up of the joint debugging and reporting of each core interface, use the data measurement interface to jointly adjust the average time, and rely on the data to guide the access to improve efficiency
Service response metrics	Monitor the response speed of front-line technical services to user problems. Based on the problem system, the service interface person responds and handles, and the 5-minute response rate for urgent problems is 100%.
Access efficiency survey	After the customer completes the product access, a questionnaire is issued to evaluate the subjective perception of access efficiency through the questionnaire form, and the core functions are completed within 1 day
Efficiency optimization project	Through targeted return visits based on access efficiency data, collect user needs and continue to follow up on the resolution rate

Organizational competence

Through the mutual promotion of the three aspects of service team, process specifications and IT capabilities, the overall effectiveness of the organization of the service is improved, and a set of processes, two-line services, and five systems of three-dimensional organizational capabilities are formed.