Does anyone expirienced problems with site5.com shared web hosting? How long does it take to set up account with them ?

I signed up at Friday and didn't received any responses except automated e-mail's that they are very happy with me and my problems.

That guys have been recommended here as a good hosting with good support, but this behavior isn't good, I think..

I suggest you try contacting them by other means, if you havent already?:confused:
Good Luck

Weird, my account was setup within 7 hours. Support tickets are always answered within a day, sometimes within 15 mins - 1 hour. Maybe something went wrong..?

Originally posted by dmp
Does anyone expirienced problems with site5.com shared web hosting? How long does it take to set up account with them ?

I signed up at Friday and didn't received any responses except automated e-mail's that they are very happy with me and my problems.

That guys have been recommended here as a good hosting with good support, but this behavior isn't good, I think.. Hi there,

New accounts are setup every few hours--however due to the amount of fraud that we (and all hosts) receive, often times we will hold an order while we verify it. This may have been the case for your order. If you email us at sales@site5.com with the domain name on the order, someone will proceed with processing it ASAP.

Sorry for the inconvenience.

Originally posted by Site5-Matt
Hi there,

New accounts are setup every few hours--however due to the amount of fraud that we (and all hosts) receive, often times we will hold an order while we verify it. This may have been the case for your order. If you email us at sales@site5.com with the domain name on the order, someone will proceed with processing it ASAP.

Sorry for the inconvenience.

Wow! I've got first post from human @ site5.com. You made me happy. Thank you. Really.

The thing that make me really upset is a silence. I sent you my full contact information, my credit card information. And receive only RT response. I understand problems with frauds, but if you delayed my order, let me know! Keep me inform what thing is going on!.

Let's track our history:

Date: Friday, March 15, 2002, 6:33:01 PM
Subject: Thank you for your order, Dmitry!

I submitted a support request to sales@site5.com
Date: Mon, 18 Mar 2002 04:07:37 -0500
[Site5.com #7553] Re: New account hasn't been setted up yet!

I thought that something wrong with support system and sent another request and got another automated answer.

Date: Tue, 19 Mar 2002 05:22:28 -0500
[Site5.com #7592] Re: [critical] When my account will be setup?

Now I submited yet another request and waiting for a ticket. I give you this bisness day to setup my account or I have to cancel my order and look for company with better response time.
Thank you for your response.

So I have received welcome e-mail and e-mail with apologizing from site5.com. Less then an hour since my last complain! That's good.

Thank you.

Site5 setup and activated my account in less than 6 hours.

My first email support request was answered in less than 20 minutes by a human (not auto response).

So far I’m extremely pleased with Site5, they appear to be first-class and sincerely concerned about their customers needs.

John B.

I've been with site5 since around October. LOVE EM.

Don't use site5.com! I run there several sites and I really think about to move away. The latest kick: they are running software which monitors the site access and if it's higher as wished they are suspeding your site. That happend to my site twice in the past 30 hours. This soft does not even look if your monthly bandwidth is exceeded. Bandwidth and this access ratio has nothing to do with eachother...

Don't use site5.com! I run there several sites and I really think about to move away. The latest kick: they are running software which monitors the site access and if it's higher as wished they are suspeding your site That happend to my site twice in the past 30 hours. This soft does not even look if your monthly bandwidth is exceeded. Bandwidth and this access ratio has nothing to do with eachother...

Mhhhhh,

How many hits - accesses are you getting at your sites - like in the past 30 hours? Have you had this same problem with any other host? Is there a posibility that it could be programs that are running on your site or is your site extremely popular? Can you provide a little more detail please?

Have you talk to Site5 about this issue? If so what did they have to say about it?

I'm curious because, pretty soon we're gonna eliminate every friggin host on the web for one reason or another. Then whata we do?

John B.

A reply which I got from Site5 two months ago (on an inquiry before buy) might shine a little light on this case:
A site will be temporarily suspend an account if it's load becomes detrimental to the performance of the system. We allow any account to use approx. 10 - 15 processes on the machine at any given time.

At the moment if an account is using 40 + processes for a period of 5 cycles (1 cycle = 1 minute) it will be temporarily suspended. We feel that any site that needs to use that many resources for a concurrent period of time should be on it's own machine.

If we let these people run rapid on the machines, performance would be nonexistent.

I agree with this, so a little more information to support your case would be very welcome to see if they are not following their own procedure here.

This is what they answered to me:


Hi,

Your account has used roughly 8GB of bandwidth so far this month.
...
Unfortunately resource consumption is not closely related to bandwidth
usage - If reaper is continually suspending your account, it is time to
consider a dedicated solution.

Please contact sales@site5.com to further this conversation.


The issue is really clear to me, they want me to buy their dedicated server programs... I think I will look for a new provider.

Which plan are you on? What's the URL to your site? Have you been warned before?

Originally posted by mhhhhh
This is what they answered to me:



The issue is really clear to me, they want me to buy their dedicated server programs... I think I will look for a new provider.

I don't know the precise details of this case, but Site5 value their other customers on the server, and don't want them to have problems because your site is eating too many resources - they are not trying to get more money from you by getting you to move to a dedicated server.

I think he's probably using some server intensive script....

Unfortunately resource consumption is not closely related to bandwidth
mhhhhh,

I beleive there's a good point in the quote above.

In my opinion you need to investigate the facts, to get to the bottom of your issue. If you do not, you may face this same issue again no matter what host you move to.

When you are effecting the performance of a server - it effects all users located on that server. A good host has to monitor that to protect all users.

Check around on this forum - unlimited bandwidth is an illusion. Without you providing any more detail - I'd guess that your sites are of the type a host never expects to get i.e. one user using up a shared servers total capacity.

It may save you from continued problems in the future if you re-evaluate your requirements i.e. your demands on a server.

John B.

No, I have not been warned before. The url of my site is:

http://www.keywallet.com

I'm afraid to go to his url, my P4 2GHz machine may not be able to handle it.

Please let me know if you think I can safely go there without locking up.

John B.

Maybe somebody can tell him what is it about his site that is causing the load on the server?

Could it be Php-nuke?

I've checked out your site (and it runs fine on my Athlon 1GHz..) but can't see anything that would hog the server at first sight. Have you asked them which script was putting a strain on the server? They might be able to help you out there.

Yes, I am running phpnuke on my site. But that is not the point...


The point is, that site5 is unable to handle the resources. But instead of buying more servers or whatever, they are limitating their customers.

It's really not ok, to shut down my site for a long time. I also understand they want other sites work fine. But why should it be my issue? I bought the webexec package. This includes 27 Gigs of bandwidth, but how can I even use it, when their software puts the site down?

For me it's really simple: If you sell people the plan with 27 Gigs bandwidth you must also give them the ability to use this 27 Gigs bandwidth and not to disable the site. And when these problems occure may be it's on time to upgrade the hardware and not to sell even more accounts on this machine.... Why did these problems start happen 2 weeks ago and we had before higher server load and everything was ok?

That does sound weird (especially because it never happened before and you say you've had higher loads), and with the most expensive shared hosting package, I assume you get a little more rights for CPU use as well.

I wouldn't keep talking about the GB/mo tho, because it has nothing to do with that. It has to do with the CPU resources you use, which is probably related to scripts on your site. But you really need to contact Site5 about this, as they should know which scripts are causing it. You might have overlooked a simple error in a script which leads to this (for instance).

I even did not update the scripts for 1 year! It's not possible...

Hmm.. I'd suggest writing an email to support and tell them you have not changed any scripts in a year and that you've had higher loads before without a problem. Then ask them what is causing the problem according to them, so you can do something about it. At least you'll find out what the fuss is all about then..

It *is* puzzling to me now.

Hello mhhhhh,

I can see that you are quite upset about this issue. While I don’t feel that WHT is the proper place to be having this discussion, I will respond to you here, since it is already being discussed. In the future, complaints such as this should be sent to management@site5.com instead.
Originally posted by mhhhhh
The point is, that site5 is unable to handle the resources. But instead of buying more servers or whatever, they are limitating their customers.I'm not sure what you're basing this information on, but I must inform you that it is incorrect. We have added quite a few new shared hosting servers recently (in fact, a new one just came online this week). We have several customers who run relatively large sites on our shared hosting servers and have no trouble whatsoever. In fact, far less than 1% of the sites that we host will ever even come close to exceeding their resource limits, and the ones that do can usually justify upgrading to a dedicated server based on their resource usage patterns.
It's really not ok, to shut down my site for a long time. I also understand they want other sites work fine. But why should it be my issue?If your site is exceeding its resource allocation, then it most certainly is your issue. This isn't a server-wide problem. We don't suspend random accounts on a given server if the server's load gets too high. We have a system in place that uses a complex algorithm to track individual account resource usage based on a number of criteria, over a specified time period. If the system finds that the load is outside normal parameters for a sustained period of time (so much so that it will impair service to all accounts on that particular server) then it will check the server's history over the past 15-20 minutes to see which accounts are consistently exceeding our pre-set server resource limits, and temporarily disable HTTP access on those accounts until the server load returns to an acceptable level. Also note that it does not immediately suspend a site because of a sudden traffic surge—it bases its decisions on individual account history, so as not to penalize sites that have sporadic traffic patterns.
I bought the webexec package. This includes 27 Gigs of bandwidth, but how can I even use it, when their software puts the site down?As someone pointed out earlier, bandwidth has very little to do with CPU usage on a server. High CPU usage is caused by intensive scripts, whereas bandwidth does not necessarily require a great deal of CPU in order to be consumed. We have quite a few accounts that go over their allotted bandwidth limit on a monthly basis and never encounter CPU usage problems. On the other hand, we have some accounts who don't reach their limit and still run into CPU problems. Too many people are under the false impression that high bandwidth means high resource usage and vice versa.
For me it's really simple: If you sell people the plan with 27 Gigs bandwidth you must also give them the ability to use this 27 Gigs bandwidth and not to disable the site.Well, I'm glad it's that simple to you. Unfortunately it looks a little bit different from our side of the fence. :) We have a responsibility to our customers to provide them with a respectable level of service at a reasonable price, while still making sure that we don’t hinder everyone's ability to utilize their account in the way that they see fit. Unfortunately you can’t always have everything all the time. We have long been discussing a separate line of “high-usage” shared hosting plans, wherein we will put no more than 15-20 accounts on a single server, and considerably loosen the resource restrictions. However those plans will probably start around the $60 range when they are released, and won’t include much more bandwidth than our current shared hosting plans (as the main allure of such a plan would be the increased CPU usage, not increased bandwidth allowance). Such a service would effectively serve as an intermediary between our shared hosting and dedicated server product lines, and is certainly something that would be welcomed with open arms according to feedback that we have had. We are still in the process of developing these plans, and expect them to launch within the next couple of months.
And when these problems occur may be it's on time to upgrade the hardware and not to sell even more accounts on this machine....The particular machine that your account is hosted on has not had a new account put on it for over a year. In fact, over the last three months, we have been moving accounts *off* of that server (among others) to a number of new servers that we deployed for the purpose of increasing performance across the board. This doesn't, however, mean that we are simply going to stop monitoring resource usage on all of our servers. We have a responsibility to our customers to protect the quality of service that they receive. If your account is using an unreasonable amount of resources on a particular server, then unfortunately we are going to temporarily suspend it. That is really the only sensible thing that we *can* do. It's either that or risk degrading service for the other customers on that server whose sites are not causing any performance issues.

Now, if you would rather host with a provider who pays no mind to CPU resource usage, that's your call. In fact, I would be willing to venture a guess and say that most hosts don’t even have an active CPU resource monitoring system in place on their servers—so you tell me: which is the lesser of two evils? Keep in mind that this works both ways: you are also protected from other users on this system who exceed their resource allotments and would otherwise impair service to your site. We have had these kinds of server health monitoring systems in place for quite some time now, and intend to continue using them in order to provide our customers with the highest level of service possible.
Why did these problems start happen 2 weeks ago and we had before higher server load and everything was ok?Off the top of my head, I don't know what is causing the problems. If you like, we can give you a printout of exactly where within your site the processes originate from. When we do this, often times users will discover that a specific program within their site is causing well over 90% of the resource usage. If you simply request such a printout from our staff next time this should occur, we will be more than happy to provide you with one.

At any rate, we do apologize for the inconvenience. We will, as always, be more than happy to work with you to find the cause of this problem and assist you in resolving it. Simply contact our support team at shared@site5.com and someone will be with you shortly. Posting a further response here will not elicit any solution to this problem—you will need to contact us through our posted support channels.

Thanks in advance.

Well, Matt, I am your customer and you don't feel responsible to me, to run my site.

I don't know how other people think about it, but I think it is unacceptable to install software that shuts down the site even when the resource usage is high. Put not so much sites on a single machine or check why php causes so high resource load on your machine.

But it's really not a solution, to shut down the site until the server traffic or resource usage will go down. For me it sounds so clear as 2x2 and if you are not going to understand it I will change my provider and think will tell everybody else not to host their sites at site5.

Mhhhh, so you obvisouly wouldn't have a problem if your site didn't load fast because another user on the server was hogging resources (as you are)? You'd accept their reply that another user's site was causing the problems and there was nothing they could do? Tough, your site is slow because of this other user?

You are on a shared server. You aren't going to get more than your share of resources on any shared machine. You shouldn't expect to. You won't. Anywhere.

If your site needs dedicated resources, you need a dedicated server. Not every site can run on a shared server. I'm sure you can think of many busy sites like this. Congrats! Yours is now one of them. That's good and bad.

If you want to be unreasonable, so be it.

When you tell everyone not to host with site5, make sure to explain that you used more than your share of resources. At least be honest. Anything less will not be permitted on these forums.

Originally posted by mhhhhh
I don't know how other people think about it, but I think it is unacceptable to install software that shuts down the site even when the resource usage is high. Put not so much sites on a single machine or check why php causes so high resource load on your machine.

But it's really not a solution, to shut down the site until the server traffic or resource usage will go down. For me it sounds so clear as 2x2 and if you are not going to understand it I will change my provider and think will tell everybody else not to host their sites at site5. You are more than welcome to your own opinion on the matter. I think you will eventually run into the same issue regardless of where you choose to move your site. Sometimes it takes a "second opinion" for someone to believe something like this though. :)

However I do think that giving Site5 negative recommendations based on a situation that you don't fully comprehend is--to say the least--unreasonable. I have attempted to explain the matter to you as best I can, and if it still does not make sense, then there isn't much else for me to do. We have tried to be more than accommodating to you in the past, however our efforts seem to have been in vain in your case.

As far as our PHP configuration goes--there is nothing nonstandard about it. It is, in fact, run as an Apache module to increase performance. As I said, we would be more than happy to help you find out exactly what/where in your site is causing the resource issues. You simply need to email us and ask for our help.

Unfortunately, as the saying goes, you can't please everyone. :( It seems as though we are simply not the right host for you, and on behalf of everyone at Site5, I would like to wish you the best of luck elsewhere, as well as continued success with your site.

We appreciate the business that you have given us thus far, and hope that you are able to find a provider that meets your needs.

Site 5 You have responded to this issue in a very professional way that is the sign up a great host team.

Chicken that was an excellent example your doing a good job.

mhhh: I believe you are with a good host dont risk going to anyone else, i know for a fact that 40% CPU usage is a huge amount for one site and you were probably running the other sites on the server to the ground... Any other host would of DELETED your site full stop from there server. Consider your self lucky.

Thanks

I totally agree with Choppy. Can't add much else really :)

Originally posted by mhhhhh
Put not so much sites on a single machine or check why php causes so high resource load on your machine.


The number of sites may not have any correlation with the server load. I have a quite powerful server with 2GB of memory that had somehow high server load with only few accounts on it because one of the site hosted on it was causing 70% of the load. MySQL is not to be blamed also because even after dedicating a separate mysql server the high load still persist. After some research, the problem, I think, was with Apache (at least in version 1.3) and the way it works. After about 150 simultaneous connection, apache will have much lower performance and start to slow down the whole server (http://www.acme.com/software/thttpd/benchmarks.html). Now, even if you get your own dedicated server with apache as its webserver and you get about 150-250 simultaneous connection, you will see the whole server is getting slow and guess what, there is only one site on the single server!

But it's really not a solution, to shut down the site until the server traffic or resource usage will go down. For me it sounds so clear as 2x2 and if you are not going to understand it I will change my provider and think will tell everybody else not to host their sites at site5.

I think Site5 will be more than happy to lose one customers than having many more other customers complaining about the server being slow and start to change provider, and even start to suggest even more other people not to host their sites at site5 :)

cheers,
:beer:

Mhhhhh,

You made your post here and many have read it, and many have offered their opinions to you.

Now you have good opinions, and several good explanations about this incident and being hosted on a shared server. What you don’t have yet is the reason why your site is using more than it’s share of CPU resources on the shared server you’re on. Your host – Site5 has offered to help by providing you with data to trace and identify where the problem originates. All you have to do is ask for the data.

People here are being honest with you. Why not go back to your first post in this thread and re-read what everyone has said.

John B.

Of course one other way of managing high resource sites is by putting a hard limit on the amount of resources that it can use.

That way, instead of your site going offline, it would just become slow, unresponsive, and unavailable to too many visitors.

Ask site5 if they can do that instead, if it sounds better to you. :)

I have hosted a couple of domains in the past with Site5 and I have nothing but GOOD things to say about them. They are always willing to help out their customers so that everyone on all servers are without problems. The only reason I'm not with them now is due to my budget. I need to save a little cash first but will always consider Site5 for all future hosting needs.

BTW, Site5-Matt; extremely professional and courteous reply. You're respected here and I think that is one of the biggest reasons why.

Site5 is GREAT!

Site5's service and support have been nothing short of outstanding!

Matt, your detailed and courteous reply have led me to go with site5 for hosting. I hope that you do not disappoint!

maybe aletia could learn a thing or two (or three or four) from site5??

:sickface:

I must say, site5, that I am extremely impressed with the way you handled this incident. You can expect me to be contacting you in the near future about hosting

yeah Aletia people are you reading this?

:dgrin:

I think it's pretty clear to everyone here that mhhhhh doesn't understand web hosting, and seems ignorant to learn. They offered you a print out. Take it, look at it, and find out what's causing the problem. Then see if it can be fixed, often times it can.

But it seems like you seem ignorant to your own problem, Site 5 has offered to help you identify it and see if it can be fixed, but you just reply with errogant comments, why is YOUR site more important than everyone else's? If it is more important that everyone else's, then it should be treated differently, which mean a dedicated server. I know they're expensive, and you probably don't need one at all, just try to figure out the problem instead of trying to put the blame on Site 5.

I've been with Site 5 for 2 years (I think) and have overall been very satisfied. They always take responsibility for their problems, this is your problem mhhhhh why don't you be responsible and handle it rather than blaming others.

Happy Site5 guy here, I host a large site with them. Their support is outstanding. I love them. They even answered a stupid question or two for me in a very professional manner that I shouldn't have even asked in the first place (i.e. why won't my mail script work?)...turns out it was my own coding. lol.
Site5 is very very good. All who go to them prepare to be spoiled to other baaad hosts. There are so many out there and few can back up their claims like site5 :D
Hey Matt, I know it isn't like you guys to do such a thing, but why don't you just give the guy the boot. The rest of us appreciate the protection of resource metering.