As of yesterday, new support tickets are now being handled in our new support system, which is powered by Request Tracker (RT). Hopefully from the outside, things look exactly as they did before: you email support@mythic-beasts.com, your request gets assigned a ticket number, and you get a timely and helpful response from our non-dedicated support team.

From the inside, this change is pretty daunting. Our support system is absolutely critical to our day-to-day work, and learning a new tool, and adapting all of our customer-facing process to use it is a big change. There are lots of little things like the canned “snippets” that we use when composing replies to common questions, and the processes to be followed when contacting customers in response to automated alerts. Doing this from a clean slate would be hard enough, but we also have to provide continuity for existing tickets, which can remain active for weeks, months or very occasionally, years.

We’ve been tackling the migration as incrementally as possible. Most internal, and certain external tickets have been handled in RT for some weeks now, but yesterday was the day that we flipped the switch on the support@ fire hose.

Our previous system has served us well for the 16 years that we’ve been using it, but it suffers from being closed source. There have been various enhancements that we’d like to have made, but we couldn’t, and ultimately our migration away from it has been forced by the fact that the standalone product is no longer maintained, having been replaced by SaaS version – an option that is out of the question for us.

Of course, not having access to the source code has made migrating away from it harder.

Open Source or bust

We actually evaluated RT a bit over twenty years ago, and decided that it wasn’t right for us, based mostly on some requirements that in hindsight seem a bit odd (RT has also matured a bit since then!) In selecting RT this time, we carried out a thorough evaluation of available ticketing systems, with one absolutely non-negotiable requirement: must be open source and hosted in house. We simply cannot afford for such a critical and hard-to-migrate part of our business to be locked in to closed source software, let alone a SaaS service.

Our primary goal with the new system so far has been to replicate the functionality that we had before, but once it is bedded in, we plan to make further enhancements to improve integration with our other software. Whilst in the short term we hope that you’ll see no change, in the long-term we hope that customers will see improvements to how we handle support.

We’re considering adding Request Tracker to our list of managed applications. Please drop us an email if this is something that you might be interested in.

We’ve always taken a boringly old-fashioned approach to our domain registration business. We take the price that our supplier charges us, add a little bit more than it costs us to provide the service and sell them on. The price we charge covers the cost of providing support, DNS, and other things like foreign exchange and payment fees.

We don’t do introductory “loss-leaders” – selling domains at a loss for the initial period and then ramping up the price for renewals^*. Our domain business isn’t a loss leader for other services, and we don’t offer barely-profitable prices that need to be subsidised by high margin add-ons that you don’t really need.

In fact, our domain pricing structure is so boring, that we wrote a simple script to do it for us. It pulls in wholesale prices from our supplier via an API, takes the current exchange rate, adds our margin, and sets our list prices.

When we set our current price structure, there were only a small number of Generic Top-Level Domains (gTLDs) and they were mostly a similar price. Country-code TLDs (ccTLDs) are often more expensive, but they’re also often more bureaucratic and more expensive to support.

These days there’s a huge number of gTLDs with a huge range in price, with some gTLDs costing hundreds of pounds per year and the assumption that the more expensive domains are those with greater bureaucracy no longer holds.

In recognition of this, we’ve just rolled out a significant update to our pricing structure that better models our costs. The net result is that we’ve reduced the price of all non-UK domains with a one-year cost of more than £30+VAT and we’ve also increased the discount we offer for multi-year renewals and registrations across all domains.

You can view our updated prices at mythic-beasts.com/domains

The price reductions apply to renewals and transfers as well as new registrations, and as always, existing customers get the same prices as new customers.

All domain registrations include our DNS service, with a powerful DNS API, and support for DNSSEC (where supported by the gTLD).

Our sustainable pricing model means we have no need for nasty lock-in schemes. We’ve never charged transfer-out fees, and our DNS service makes it really to import and export your DNS records.

^* Registries do sometimes offer promotional first year pricing.  In this case, we will pass on these discounts, but make the normal price clear in our price list.

At the end of July, Debian 10 (Buster) reached end-of-life, and with it, all mainstream support for Python 2. The Python Software Foundation actually ended support for Python 2 on 1st January 2020, but it’s remained in Debian until now because a small number of important packages depend on it.

One of those packages is Mailman 2, a widely-used mailing list manager.  For various reasons, many projects using Mailman 2 have resisted upgrading to its successor, Mailman 3.  With Debian 10 reaching end-of-life, we’re seeing renewed interest in this migration.

One of the barriers to migrating to Mailman 3 is that the upgrade breaks links to messages in the mailing list archives.  There are links all over the internet to messages in Mailman 2 list archives, and for many projects, breaking these links would be a significant loss.

We’ve recently done some Mailman 2 to 3 migrations, and as part of this, we developed our own solution to preserving archive URLs.  We created a script that trawls Mailman 2 archives and creates a map of old URLs in the Mailman 2 archives to the corresponding URL in the Mailman 3 archives.  This can be used by Apache’s mod_rewrite to generate redirects for the old URLs.   The map can be converted to a DBM file for more efficient lookups.  This is important for archives containing many thousands of URLs.

We’ve made the mailman-archive-mapper script freely available on GitHub.

We offer mailman as a managed application.

 

It’s a popular meme that all mysterious internet problems are caused by issues with the Domain Name System (DNS). Like most memes, it gets over-used, but when it comes to transferring a domain between providers, the intricacies of DNS create some very real problems.

To make things easier, we’ve just rolled out a new feature to our DNS management system that allows you to fetch records from your old provider’s nameservers prior to transferring the DNS for your domain to us.

Why is this needed?

This functionality can help achieve a seamless transfer of your hosting, by working around an annoying feature of the DNS system.

DNS is the system that converts internet names (like “www.mythic-beasts.com”) into IP addresses (like “93.93.129.174”) that can be used to locate the server for a particular service. This conversion is done by nameservers, and each domain has its own nameservers, usually provided by your hosting provider.

When you transfer the hosting for your domain between providers, you’ll need to update your DNS records to point at your new web and email servers, but you will also typically change from using your old provider’s nameservers to your new provider’s.

The simple way to transfer your domain is to do these two things in one go.  Your old provider’s nameservers direct traffic for your domain at your old web and email servers, your new provider’s nameservers direct traffic at your new hosting service, so just change the nameservers for your domain from your old provider’s to your new provider’s and you’re done, right?

This approach works, but it’s not ideal for domains that are in active use because of the delays created by caching.

Caching and TTL

One of the things that makes DNS so confusing is caching. When you look up a name, you’re told to remember the answer for a set period of time. IP addresses don’t change very often, so looking up a name every single time you need it would generate a lot of unnecessary traffic, and slow things down.

All DNS records have a “Time To Live” (“TTL”). This is the number of seconds that you’re allowed to remember it for before you have to do a new lookup to see if it’s changed. In the past, TTLs were usually set to hours, days or even a week. As the Internet has become faster, the overhead of DNS lookups has become less of a problem, and TTLs of one hour or a few minutes are now common.

Although caching helps improve performance in normal use, it creates a problem when you need to make changes. When you make a change to the DNS records for your domain, it won’t be picked up immediately by all users, because some people will have the old value cached.

If you know you’re going to need to change a DNS record, you can lower the TTL in advance (for example to 60 seconds), and then, when you come to change the record, all users will pick up the change very quickly.

If you’re planning to change hosting provider, it makes sense to lower the TTL on your DNS records in advance, so that when you come to make the change, all traffic is switched from the old provider to the new provider quickly.

Changing nameservers

When you have your own domain, you need to have some nameservers to answer DNS queries. As described above, when you transfer the hosting for your domain, you will typically also switch from using your old provider’s nameservers to your new provider’s.

The domain name system keeps a record of which nameservers provide the DNS for each domain. For example, DNS for mythic-beasts.com is provided by our nameservers (ns1.mythic-beasts.com and ns2.mythic-beasts.com). The problem is that these records are also subject to caching and usually have a fixed TTL of 48 hours.

This means that even if you set a low TTL for your own records, when you change the nameservers for a domain, you have a two day period when queries for your domain might still end up at your old nameservers. If your old and new servers are serving different records, users will get a mix of different answers.

The trick to achieving a clean switch between hosting providers is to separate the move from your old provider’s nameservers to your new provider’s from changing the individual DNS records that control who provides your web and email hosting. In other words, get the old and new nameservers serving exactly the same records, so that during the 48 hour nameserver changeover period, it doesn’t matter which nameserver answers the query. Once that changeover is complete, you can switch your web and email hosting by updating low-TTL records.

Our new fetch live records feature makes it easier to copy the records from your old provider’s nameservers to ours, so that you can do a seamless nameserver handover before migrating your web and email hosting. Unfortunately, this tool can only check for commonly used records because there’s no reliable way to get a complete list. The best solution is to get an export of your current DNS records from your current provider, and use our import function, but many providers don’t have an export feature in their systems.

This stuff is hard – we’re here to help

Domain transfers, and DNS in general, are difficult and confusing. For many of our customers, changing providers is a once-per-decade thing, whereas we deal with domain transfers every single day.

We’re working hard to build tools that make the process easier, but our support team is always on hand to provide personalised help.

Yesterday, the following not-so-subtle notice appeared on the admin interface of all Mastodon instances:

The Mastodon team announced on Monday that this release was coming, so we were ready for it:

Details of the vulnerability are still limited, but from what we do know it sounds serious (“Remote account takeover“).

All our managed Mastodon instances were safely patched just over an hour after the new packages dropped. One instance gave us a bit of trouble, as the new version appeared to tickle a bug in Elasticsearch causing ES to consume all CPU on the server. After we eventually pinned down the cause, it was resolved by an upgrade of Elasticsearch. Turns out the ES upgrade didn’t fix it, and we’re still working with our customer to get this resolved.

Managed open source hosting

Open source software such as Mastodon, GitLab and Nextcloud can offer a great alternative to the lock-in associated with proprietary cloud equivalents, but the effort associated with hosting them can be significant: backups, monitoring, security patching, and the investigation and debugging required when a supposedly innocuous software upgrade leaves your CPU usage wedged at 100%.

Our managed open source hosting provides the best of both worlds: the convenience of a “cloud” solution, but without the lock-in. Your data is yours, and if you don’t like our service you can take your data and host it somewhere else (although we’re confident you won’t want to). And because there’s no lock-in, you get straightforward pricing based on the resources you’re using, rather than loss-leaders followed by price hikes once you’re hooked.

Read more about our managed hosting, or drop us an email at for more information.

We’ve just rolled out a price reduction for domain registration for the vast majority of the TLDs that we offer, including .com, .net and .org. We pay for most of our domains in US dollars, and thanks to the increasing strength of the pound against the dollar, we’ve been able to reduce our prices for all such domains by an average of just over 10%.

.ie domains

We’re also pleased to announce that we’re now able to offer .ie domain registrations. Unfortunately, ID requirements mean that we’re only able to offer these to corporate registrants, and standard .ie residency requirements apply. .ie domains have been a frustrating gap in our available TLDs for many years, so we’re very happy that we’re now at least partially able to fill it.

No-nonsense pricing

Our full price list can be found on our domains page.

We don’t offer loss-leading promotional pricing — we charge the same for new and existing customers alike, don’t ramp up pricing on renewals, and never charge transfer-out fees.

We offer small multi-year discounts for registration or renewals in advance, and pride ourselves on offering a good service for a reasonable price.

Other domains

We’re also a JISC registrar, meaning that we can provide .ac.uk and .gov.uk domains. We can provide credit accounts (subject to checks), allowing organisations to pay for domains via PO and invoice, if required.

DNS, APIs, DNSSEC, IPv6

Domain registrations include DNS with API access as standard. We also support DNSSEC, and naturally, our nameservers are IPv6-enabled. If you’re migrating existing domains to us, you can import zone files directly, via our control panel or the API. We also provide a Domain management API.

We’ve been offering IPv6-only hosting for eight years now, and have demonstrated that many websites can forego the expense of an IPv4 address pretty easily. You can read more about how we do this on this blog post from 2020. This blog post itself is being served from an IPv6-only server!

A key part of this is our IPv4-to-IPv6 proxy. This listens for incoming traffic on a shared IPv4 address and forwards it to your IPv6-only server. In order to use the proxy, you need to tell it which hostnames to listen for, and which server or servers to forward traffic to. This can be done using our control panel, and as of today, it can also be done via an API.

Having an API for proxy configuration makes it possible to automatically add or remove backend servers, allowing you to spin up additional servers, or take servers out of service for failover or maintenance.

You can also use the API to add and remove hostnames handled by the proxy, and so can be used to automate the provisioning of new services.

Fine-grained access controls

As for our DNS API and Domain API, the Proxy API provides fine-grained access control for API keys. For example, you can create an API key that only has access to a specified domain or hostname, or you can create a read-only API key if you only need to read the current configuration.

Getting started

Our IPv4-to-IPv6 proxy is available to all customers with a Mythic Beasts server, including virtual servers, Raspberry Pi servers, dedicated and colo. You can find more information on the proxy service, and the Proxy API on our support pages.

Over the years, we’ve gained a reputation for providing support that is above average for the hosting industry. Obviously it helps that the average is really quite low, and simply providing helpful answers in a timely manner puts you some way above it, but we’re proud of this reputation and work hard to provide the best support that we possibly can.

@Mythic_Beasts Not just the best support of any tech company, but the best support of any company that I have ever dealt with. Superb.

— John Robinson (@torrlaneHartley) October 12, 2022

So what do we do differently?

Perhaps the biggest thing is that we don’t have any dedicated support staff.

Our support rota

Our support queue is staffed by a rolling rota that includes all of our technical staff. The staff responsible for managing our routers, running our DNS servers, developing our control panel and maintaining all our other infrastructure, all take it in turns to do regular days on “first line support”. And, yes, this includes our founders & directors.

The most obvious benefit of this is that customers get straight through to someone who can actually deal with their issue — all tickets are effectively escalated to what might elsewhere be considered second, or more likely third, line support, but without the hassle of fighting your way past chat bots and scripted replies.

That’s obviously better for the customer, but conventional wisdom is that good technical staff are too expensive to put on first line support, and you won’t retain them if you do.

Our company trades on its reputation for good support, so cost cutting here would be a false economy, and you only have to look at the likes of Stack Overflow and Quora to see that many technical experts enjoy using their knowledge to help others.

It is true that our staff probably wouldn’t want to do support full-time, but mixing support with normal responsibilities actually provides some useful variety, and has a number of other benefits.

Been so impressed with the quality of support from @Mythic_Beasts while we moved Libreture to our new server with them.

I always aim to support independent businesses, whether buying ebooks or hosting websites. And Mythic Beasts make it an easy choice.

— Libreture – your ebook cloud library (@libreture) July 13, 2022

Direct customer feedback

One of the most valuable benefits of this arrangement is the direct contact between our technical staff and our customers. Our staff get to see directly what our customers want to do, and what parts of our website and systems our customers find confusing. They’ve also got a strong incentive to improve them so that they don’t find themselves answering the same simple questions again and again when on support, and because our “support staff” are also the people responsible for those systems, they’re in a position to actually fix them.

Perhaps one of the best measures of how well this works is that the average time to deal with a support ticket has gone up over the years. All the easy support tickets that we used to be able to clean up before the first coffee in the morning have gone, because the customer did it themselves the night before. The tickets in the support queue are getting harder, and this is good thing (and yet another lesson in the hazards of optimising for KPIs).

I have the dubious honour of causing a domain registration issue so awkward and peculiar that even @Mythic_Beasts hadn’t seen it before. Their support and advice was excellent though as always, can’t recommend them enough.

— John Leach (@johnleach) August 17, 2022

Why we prefer email support

Our rolling rota of support staff is one of the reasons why we insist on email for support. Having a written record of all communications on a ticket makes it much easier to hand tickets from one person to the next. Customers don’t have to spend time explaining an issue each time it’s passed to a different member of staff – although for more complicated tickets, we do quite often ask the person who first picked it up to carry on with it, even if they’re no longer on support.

How far will this approach scale?

We’ve operated this system for quite a few years and the amount of time we spend dealing with support queries has grown steadily with the company.

We’ve no plans to change this approach, but it’s quite possible that there will come a point where it makes sense to hire staff whose primary role is support. Like all things, the more you do, the better you get, and one of the costs of our approach is that using non-dedicated staff is inefficient — they’re more likely to have to look things up or check with colleagues when responding to tickets.

We have already taken the step of splitting out finance-related support tickets into a separate queue, which is dealt with by our finance staff.

If we do ever take that step of employing dedicated support staff we won’t compromise on the quality of support that we provide, and it’s likely to be in addition to, rather than instead of, our rolling rota, because of the benefits it provides to both us and our customers.

I’m struggling to fit into a tweet a satisfactory expression of the level and quality of the support @Mythic_Beasts provided to a party twice removed from myself (the account holder).

Customer service is King.

— Adam K Dean (@imdsm) June 26, 2022

In June last year, Digital Realty informed us that they planned to close the Meridian Gate (MER) data centre in 2023. Meridian Gate is our largest presence, so initially this seemed like really bad news. Moving data centres is such a daunting – and expensive – prospect that we’d never really consider it on its own, even if there are long term cost savings or technical benefits. But, once you’re forced to do it, it becomes a rare opportunity to do the kind of upgrades, reorganisation and general tidying that’s so hard to do in racks full of live servers.

Since the announcement we’ve been working hard to figure out not only how to replace the space in MER, but also how to make the most of this chance to configure and kit out new space exactly as we want it.

A key part of the plan is taking on a presence in a new London data centre so that we retain three separate sites in London, and we’re very pleased to announce that our new suite in Redcentric’s City Lifeline (CLL) data centre in Shoreditch is now live, and that our migration out of MER is well underway.

Our CLL presence is connected back to our other two London data centres, Digital Realty’s Sovereign House (SOV) and Equinix LD8 (aka Harbour Exchange/HEX), via a lit fibre ring. The new space allows us to offer dual, redundant 10Gbps to servers, as well as dual redundant power feeds. As with all our data centre space, we have switched PDUs, enabling power to be remotely controlled via our control panel, and remotely accessible serial consoles, so that almost all server issues can be resolved remotely.

If you have services in MER and haven’t already heard from us we’ll be in touch soon to discuss migration plans. We’ve been working hard behind the scenes to minimise disruption to services from the migration out of MER. This includes network upgrades to enable IP portability between MER and CLL so that servers will not need to change IPs during the move and our team are doing a lot of late nights to reduce the impact of any unavoidable disruption.

If you’re interested in taking on new colocated or dedicated servers, please do get in touch as we’ve now got lots of capacity.

One of our most common support requests recently is for PHP 8 on hosting accounts. Until now, our policy has been to run our hosting servers on a stable release of the Debian operating system, and to only install operating system-supplied packages. The ensures that we have a reliable, stable platform that it is fully covered by Debian’s security updates process.

Our hosting servers are currently on Debian 10 (Buster) which means PHP is stuck on version 7.3. Debian takes a pretty conservative approach to updates. Not so much “if it ain’t broke, don’t fix it” but more like “if it’s broken, but not a security hazard, still don’t fix it”. This is an excellent way to manage a stable, reliable operating system.

On the other hand, PHP 8 was released at the end of 2020, and it seems that an increasing number of developers are now dropping support for PHP 7 in their products. We find it odd that developers would drop support for a current stable version of what is probably the world’s most widely use server-side OS, but nonetheless we can’t ignore the increasing number of our customers who need a more recent version.

Choose your own version

We decided that if we were going to support newer versions of PHP, we’re going to do it properly and it’s now possible for users of our hosting accounts to select which version of PHP they use using our control panel.

The PHP version can be selected independently for each website hosted, and changes take effect immediately, making it easy to test migrations to a newer version, and roll-back if problems are encountered.

Our hosting accounts support unlimited hosted websites, so if you want to test whether your site will work with a newer version, you can always spin up a staging site on a sub-domain and switch the PHP version for just that site.

Supported versions

We currently support PHP 7.3, 7.4 and 8.1 on our hosting servers, and are considering adding support for 8.0. If you have a requirement for a specific version, please drop us an email.

deb.sury.org

The thing that makes this possible is the excellent work of Ondřej Surý, long-term maintainer of Debian’s PHP packages. In addition to providing the official Debian packages, Ondřej also provides deb.sury.org, a private repository providing Debian packages for multiple versions of PHPs, built and maintained to the same standards as the official Debian packages.