My Site5 Server: ratestar.net has been down for over an hour. Their PageAdmin system requires a ticket number, however their ticket system does not send me one!

Anyone know what is going on?

There was a maintenance notice that went out a few days ago - network and rack re-org.

The shared servers appear to be up.

A NOC phone number is in this thread:

http://www.webhostingtalk.com/showthread.php?s=&postid=379524

The shared server Calypso (calypso.site5.com) still is not up. Argh this is killing me!

Wasn't the upgrade suppose to happen in the early morning? and only last 15-20 minutes?

Ah well, poo happens.

Hmnn... that's too bad. Seems that server is the only shared one not up.

One of my sites is hosted at Site5.

I only experienced downtime for about 25 minutes at around 1:30 AM.

My dedicated server has been down for almost 7 hours.

On the phone with the datacenter -- they are triyng to fix it.

Calypso is back up finally.

Hi All,

There was a minor complication with our network maintenance last night that affected about half a dozen servers--one of which was the Calypso shared hosting server. Our network engineer was finally able to sort out the issue earlier this morning, so everything should be back up and running strong now.

The good news is that we were able to complete 95% of the maintenance last night during our first window, so the number of outages experienced in our two upcoming windows should be minimal, if any.

We sincerely apologize for the inconvenience, and thank everyone for their patience while we complete these upgrades. Please feel free to email us at our standard support contact addresses if you have any questions regarding this maintenance.

Originally posted by Site5-Matt
Hi All,

There was a minor complication with our network maintenance last night that affected about half a dozen servers--one of which was the Calypso shared hosting server. Our network engineer was finally able to sort out the issue earlier this morning, so everything should be back up and running strong now.

The good news is that we were able to complete 95% of the maintenance last night during our first window, so the number of outages experienced in our two upcoming windows should be minimal, if any.

We sincerely apologize for the inconvenience, and thank everyone for their patience while we complete these upgrades. Please feel free to email us at our standard support contact addresses if you have any questions regarding this maintenance.

Still does not excuse the fact that my box was down all night until I personally called the noc to have them reboot it!

I sent 6 support tickets and tried to pageadmin with no reply!

Originally posted by Refsoft


Still does not excuse the fact that my box was down all night until I perosnally called the noc to have them reboot it!

I sent 6 support tickets and tried to pageadmin with no reply! If you give me just a second, I am in the middle of replying to your email and should finish shortly.

Originally posted by Site5-Matt
If you give me just a second, I am in the middle of replying to your email and should finish shortly.

Alright...

Originally posted by Refsoft


Still does not excuse the fact that my box was down all night until I personally called the noc to have them reboot it!

I sent 6 support tickets and tried to pageadmin with no reply!

How did you get on the Access List to have your server rebooted... the NOC told me that I wasn't on it and they couldn't do anything without their permission.

Site5 needs to have a phone line or something that clients can call to hear about outages, etc.

Did anyone have to have their name server information updated?

Originally posted by gcjeepster
Did anyone have to have their name server information updated? Actually, we were able to complete the move without renumbering any IP addresses. We worked with NAC to move all of our address blocks to the new network. Emails will be going out about that shortly.

So much to do, so little time. :)

Helix shared server is not configured. Shows just default apache page. http://www.astonsoft.com
Also does not let into control panel. Site5 promised 3-15 minutes downtime. ****. I am so dissapointed...just moved in, and such **** happens. Customers can not access my site during 12 hours (there were periods when everything was fine, but the periods did not last long)

Originally posted by Site5-Matt
Actually, we were able to complete the move without renumbering any IP addresses. We worked with NAC to move all of our address blocks to the new network. Emails will be going out about that shortly.

So much to do, so little time. :)

How can I receive the email when my server is down?

Originally posted by maxxim
Helix shared server is not configured. Shows just default apache page. http://www.astonsoft.com
Also does not let into control panel. Site5 promised 3-15 minutes downtime. ****. I am so dissapointed...just moved in, and such **** happens. Customers can not access my site during 12 hours (there were periods when everything was fine, but the periods did not last long) We don't have a server named "helix". However if you are still experiencing problems I would advise you to email shared@site5.com to inform our staff.

You're right in that we only expected ~ 15 minutes downtime--but sometimes unexpected problems arise. During any maintenance, there is always the possibility that a problem can cause an outage longer than originally expected. Again, we do apologize for the problems that you experienced. Please feel free to email management@site5.com if you would like to file a complaint--we will be more than happy to address the issue for you.

Originally posted by gcjeepster
How can I receive the email when my server is down? If you have access to another email account, please email me at mlightner@site5.com and I will get the problem sorted out for you.

Originally posted by Site5-Matt
If you have access to another email account, please email me at mlightner@site5.com and I will get the problem sorted out for you.

You should already have several emails from me... but will I will sent it again.

We don't have a server named "helix". However if you are still experiencing problems I would advise you to email shared@site5.com to inform our staff.

-Well, it does not let me into control panel, can not see the name, sorry. But server is still giving something strange in reply to http request.
I HAVE informed your staff two hours ago. No reply, nothing.

Please feel free to email management@site5.com if you would like to file a complaint--we will be more than happy to address the issue for you.

Complaints? Are you kidding? I need site running! And instead of fixin error you offer me to file a complaint. Very funny.
Of course I will demand a refund.

Originally posted by maxxim
I HAVE informed your staff two hours ago. No reply, nothing.Our support system mail server was affected by this move, so we have a barrage of email coming in right now.

I will personally make sure that your ticket is addressed on the double.

While no one wants to see unexpected down time, we all know that technology and process gremlins happen. Of all the sites I run, the one hosted on Site5 overall causes me the least headache.

Our site used to be on a box that was problematic (a year ago) and/or had problematic other users on it. What kept us on Site5 as clients was how they managed the problem. That to me is more important than how fast a particular problem is resolved or how infrequently problems occur.

Companies that are adequately staffed, capitalized and that have the right culture, have real staying power. We see all the time examples of other companies that start off strong or are sporadically good or bad, but ultimately fail in the end because they don't have the right foundations for success.

Unless one is paying for fully redundant machines, network, data center, and even staff, "poo" will happen. Its certain that few here on WHT are willing or able to pay for complete redundancy or 100% uptime, yet this is conveniently forgotten by many in a blast of passion and anger when inevitable problems do occur.

I get comfort from the long history that Site5 staff and management have in not only fixing issues but also the work they put into changing processes to improve their service and support for the future.

well said, mwatkins.

I use site5 for my little personal domain, so it's not of the utmost importance to have 99.9% uptime, but rather the way outtages are dealt with.

The email I received re. the scheduled maintenance was informative and helpful.

that said, if an extended outtage occured, I'd MUCH rather be kept apprised of the situation (as opposed to half truths/vagarities) There are always going to be some who will send realms of hate mail, but every reply I've seen on this board from site5 staff has been detailed, courteous, and prompt, and that's clearly a sign of a well-organized company.