I submitted a reboot request (priority 1) 55 minutes ago from now and they still have not rebooted or responded.

So I submitted a seperate ticket to support (also priority 1) asking where my reboot is or what is wrong 20 minutes ago and no response.

This is the middle of the business day and they have no reported problems right now. Why would it take them this long to respond? Aren't they supposed to monitor the server 24/7/365 too and reboot automatically if needed?

[quote[
This is the middle of the business day and they have no reported problems right now. Why would it take them this long to respond? Aren't they supposed to monitor the server 24/7/365 too and reboot automatically if needed?[/quote]

What is midday for you, is midday for them. 55 minutes is hardly something to complain about. perhaps you should look into rackspace.

Originally posted by shpwned
What is midday for you, is midday for them. 55 minutes is hardly something to complain about. perhaps you should look into rackspace.

Rackspace isn't needed for quick reboots. I'd reccomend he tries calling burst if it's an emergency, myself. I'd also reccomend to anyone that wants quick reboots to get a server that has a remote reboot port installed. Rebooting only takes as long as browsing over to the app's webpage and clicking 'reboot'.

-David

Oh. Believe me, I've already relocated most of my clients to my other servers.

The main purpose of this topic was actually to get an idea of what average reboot request times are. (I should have reworded my title.) Over an hour, which is where I am now, during normal business hours does not seem to be normal. Especially when they advertise they do this automatically when they detect your server goes down.

They just aren't worth the trouble any more. This outage nudged the last client I was waiting on to change their DNS. Luckily I had copied all their accounts off already. I just sent in my disconnect order. Sad thing is, it will probably be disconnected before they get to the reboot. (just kidding)

Normally they Do it Within 20-45 For us. But I need to tell You Don't put Multiple reboot requests for same Thing. One of time I had a problem with Multiple requests for same Thing

:)

Exactly 2 hours and the server was reset. Both requests were answered a minute a part from each other.

Even with a priority 1 ticket, do NOT just submit your ticket to the support department. There is a section for reboots in the drop down box or you can email reboot@burst.net , and your ticket will be put in a system that is monitored specifically for reboots. I've never had a reboot ticket take more than 20 minutes through that system. You can also call 1-877-BURSTNET or 570-343-2200 to have your server rebooted. If you did submit the ticket correctly to reboot, then I have no clue why it took them so long.

- Matt

The first ticket I submitted was priority 1 to the reboot department. The second ticket I submitted 35 minutes later for the follow-up was to support in case there was something else wrong that the reboot did not fix (even though the reboot ticket was open still with no activity). I referenced the original reboot ticket ID in that ticket as well so they could check to see what was up.

LOL. It took 2 hours for them to reboot my server, but less than 2 hours to disconnect my server and lock me out of billing.

Originally posted by jasonl813
LOL. It took 2 hours for them to reboot my server, but less than 2 hours to disconnect my server and lock me out of billing.

SMA reads here - you might've gotten his attention.

Originally posted by jasonl813
LOL. It took 2 hours for them to reboot my server, but less than 2 hours to disconnect my server and lock me out of billing.
Did you actually cancel your server? Just checking...

- Matt

Mainarea:

Originally posted by jasonl813
They just aren't worth the trouble any more. This outage nudged the last client I was waiting on to change their DNS. Luckily I had copied all their accounts off already. I just sent in my disconnect order. Sad thing is, it will probably be disconnected before they get to the reboot. (just kidding)

So yup. :)

Yes. I did cancel the service and requested my credit balance be refunded plus the remainder for the month (if they do that or month) which is why they probably have locked me out of billing.

I recommend, when possible, that anyone who reauires a reboot submit a ticket and, if possible, also call. We specifically allow reboot requests via telephone for Nocster customers. I do apologize for the delay.

But it comes back to the issue again that I should not have had to go through this in the first place since you monitor the servers and are supposed to reboot or restart services when you detect a down server. At least this is what your site says. Plus you have my root password on file.

It doesn't matter any more anyways.