Could someone tell me how to contact Burst.net for support?

I suppose support@burst.net

What do you need help on? Maybe I can help you if its just plain server problems (I'll give burst a helping hand).

Got in touch with burst and the server was rebooted. Everything is okay now but I know it will happen again.

The problem is that when I was able to crawl into the shell through telnet, I see that 1 of the CPU on my server is overloaded and the other one is more or less idle. This should mean that the server should hold because of the dual cpu setup. It didn't.

The process that was overloading it was exim. It could be a mailing list on the server. The swap access was at approx. 13MB. Could it be the fact that the swap is too large? My swap access is usually at 4MB.

Open a ticket to have us look at this by sending an email to sysadmin@burst.net

Sean R.
BurstNET

Sean was working on a form last week to remotely reboot a server in this situation.

Is this available yet Sean? It will probably save you dealing with a lot of tickets in the future :)

Sean,

It did it again and the server was down all of last night and I didn't even know about it. :(

Could it be the new hard drive causing this problem? I really can't afford anymore downtime. I hope this ticket will be quick. :( Oh god...

Originally posted by a1022
Sean,

It did it again and the server was down all of last night and I didn't even know about it. :(

Could it be the new hard drive causing this problem? I really can't afford anymore downtime. I hope this ticket will be quick. :( Oh god... Why are you asking him here?
Did you open a ticket at sysadmin@burst.net ?

Yes I did write the ticket. I post it here just in case they missed the ticket. I think Burst is having problems with their ticket system because some tickets are never answered.

I have not seen anything come into the ticket system from you. I get to see all sysadmin@burst.net tickets, and the last thing I have seen from you was your reboot request.

It is possible the ticket system has a problem, but I am not aware of such, and no one else told us recently they submitted a ticket..without us being able to find it.

If you did get a ticket number, please email it to me directly at sean@burst.net, and I will be more than happy to look into it for you.

Also, your server was not down all last night, it didn't come up on the monitoring system at all. It is possible it was overloaded, or leaking memory, or something of the sort, but our monitoring system cannot check for that. We only check that servers are pinging and responding to httpd requests.

Sean R.
BurstNET

They also offer live AIM/ICQ support.

N/M I found the ticket...
You responded to an old ticket that was already assigned to someone else, and was scheduled to be closed. That admin only works nights. In the future, if you have a new issue, please open a new ticket, rather that responding to a ticket already completed or dealt with. I'll have this ticket transferred to another admin, and dealt with promptly.

Sean R.
BurstNET

Hi Sean,

Thanks for the reply. Httpd wasn't responding at all and your monitor should pick it up. I really don't know what is wrong with that server.

Could it be that it was processing the logs last night and just crashed? It does have a dual processor so it should be able to handle the load.

Your response to the last ticket was instantaneous which is great. But sometimes I am not at a computer and would like to call in regarding a down system when my cell phone is notified. Can you make sure someone mans the phone 24/7? You told me that there will be live phone support 24/7 before I signed up.

Thank You

We have 24/7 phone support.
We just get a little overloaded sometimes...
We are not going to hire 20 people to answer the phones, just because once in awhile we hit 20 phone calls at once, when we usually only average 2-3 phone calls at the same time.
Our phones are manned 24/7 though, as advertised.

Sean R.
BurstNET

Nevermind, I've reached Sean.

Hey, this is like listening on someones phone call... You don't really care, but they keep talking anyways...