At the moment, i have a server hung from a kernel upgrade gone wrong.. its been about 45 minutes since i launched a ticket with eservers, shortly after that I sent one off to tranx. I still have yet to recieve any kind of a responce, is this what it has ultimately come down to? I gave them a call, from here in Australia, and it seems they have some kind of answering service set up to take calls and "pass it along" to the techies. Is it to much to expect an imediate, or close to imediate responce in such crittical circumstances? This, along with all the recent network issues at dv2 has finally crushed my final ounce of trust that I had that Dv2 make an improvement. This isn't service, this is bull****.

Well, as always, eservers has come around. Im glad I went through them rather than directly through tranx as they have gone above and beyond for us. Anyways, im hoping this will be resolved soon. Sorry about the rant above, just needed to vent.

When I ordered a server from eservers, they answered all my questions within 5 minutes. Amazing :)

Beau,

feel sorry for you mate :( Hope things go well SOON!

Beau

When the techs are in the data center if they are out on the colo floor they do not hear the phone ring. They may well be there massaging someone else's server along.

I feel for you and understand why you would be hitting panic stations about now.

But a quick piece of advice, when I did my kernel upgrades last week on the DV2 servers I made a prior appointment with the guys at DV2 to make sure they where by the phone when I did the reboots. I did all of my servers there and Chris was standing by in case there was a hang. Once they all rebooted I called and told him all was good.

Next time you do a upgrade make sure they know you are going to be rebooting and at what time, they will be there for you if you ask them to.

as you know we have stated that we are on call from saturday morning at 6 am till monday morning at 6 am . sometimes there is soemone here on the weekends - other times not. I am actually here now and about to reboot your machine in the old kernel so you can get it back. I think this is a good example of everyone shooting first and then stepping back to think about it. I wish it were not that way here.

any way - we are getting you taken care of now, and thanks for your business!

Problem is, there is no one in the datacenter that can do this. Finally about an hour and a half after the server went down ( and tickets were sent ) I got a responce from dv2 saying they had someone on call, on the way to the DC and should be there in 30 minutes. This isn't what I expected from DV2 and as soon as I get this server up, I will be making arrangements to vacate my final dv2 server.

I have to say that eservers have been exceptionally helpfull thoughout our entire experience with them, they have pulled together quite well and can expect our business in the future. As for DV2, I have been a long time supporter of there service, the straws have been thinning and the final straw has now been pulled.

Originally posted by sailor
as you know we have stated that we are on call from saturday morning at 6 am till monday morning at 6 am . sometimes there is soemone here on the weekends - other times not. I am actually here now and about to reboot your machine in the old kernel so you can get it back. I think this is a good example of everyone shooting first and then stepping back to think about it. I wish it were not that way here.

any way - we are getting you taken care of now, and thanks for your business!

I'm sorry mate, but I was NEVER informed there was an "on call" system in place. As far as I was aware, the DC was staffed 24 / 7.

Originally posted by sailor
any way - we are getting you taken care of now, and thanks for your business!

Well for one, I haven't had any update to the ticket saying it being worked on, so I don't think anyone has reached the DC as of yet. And two, should we always expect this kind of result? 2+ hours to wait for an "on call" tech to reach the DC? We have placed calls and tickets, the ticket wasn't even answered intill the 1+ hour mark. I mean come on man, how are we meant to run a business like this?

Servers back up, won't be chancing that again!

It's been known for some time they are on call at the weekend - and with kernel upgrades I would always make sure a tech is on hand like Monte said and actually in the past when eservers have done any kernels for me they have always made sure someone was there in the DC incase it went wrong. I hope you've learnt a lesson there.

At no time have I been informed by dv2 or eservers that the DC has been on call for weekends. I had signed up for the tranx forum ages ago and I also recieve notices from eservers but not once have I recieved word about this. If I had known this, I would have moved my servers right away. This seems to be a growing trend with dv2, their lack of communication and its not the only thing that has gone sour with them. Luckly we only have 1 server left with them, soon to be 0.

sorry you feel that way - sorry to lose any ones business. I wish you the best of luck in your new home and hope all goes well there for you. Thanks again for your business in the past and if there is anything we can do for you in the future let me know.

best regards. :)

ok hope this time dv2 will be problem free..

The network has improved 10 fold. And sailor has posted they have someone there 24-7. I've spoken to someone on the phone at 4am sunday morning before and 3am saturday morning.

everythings up and working fine now!

I just spoke with Chris @ DV2 on the phone. Try calling again.

ok...

404-230-9150

That is their main datacenter number, though it is not toll-free.

thanks!

no problem

[edited : fixed issue with client]