What do you people who run dedicated servers expect turnaround time for a support issue ?

Ask a stupid question, get a stupid answer. I would think everybody would expect support in 1-2 hours or less, but whether they get it is a totally different matter.

it wasn't meant to be a stupid question ..I personally expect 1-2 hrs

when I send they a copy of a email I got with the Subject: [smartcheck] Hard Drive Failure Soon

they would respond quickly , it's been over 6 hrs

not to mention I am getting a error trying to access WHM now "Invalid Lisc File
"

It wasn't meant to be a stupid question , I was just curious if I was being to demanding for 6 hrs and no response for someone that claims 24/7/365 Support ;)

6 hours for a harddrive failure? Man, good luck, that's bad bad bad...

The topper is this is only my 2nd day with this company , now I feel like I made the wrong choice for a Dedicated server .

Oh the other kicker is I was talking to a tech on Instant messanger and he said he would look at it and then guess what ? he logs off a few mins later :bawling:

Care to tell us who your provider is? Someone here might be able to tell you the best way to contact them.

www.nocster.com

Just an FYI... if it is the first time that you received the smartcheck notification, you probably have a little bit of time to react. I certainly agree that Burst should treat your inquiry as extremely urgent, but just to provide you with some comfort--if you get the drive replaced within 24 hours or so, you should be safe. I would imagine that Burst is building a ton of Nocster machines, and they probably have plenty of spare hardware around to swap the drive out (if it turns out that is what needs to be done). I would be surprised if they don't get the issue completely taken care of within 24 hours of when you submitted your request.

On another note--do you have any data on the drive that they will have to move, if and when when they do the swap? If so, that might cause the procedure to take a little longer.

At any rate, I would expect that someone from Burst will get back to you soon.

This is the 2nd email and 2nd day , I informed them of this same issue yesterday the first day I had the server also .

Site5-Matt , Yes I have sites and clients on the server and a few large sql databases :eek:

Originally posted by phantasywork
Site5-Matt , Yes I have sites and clients on the server and a few large sql databases :eek: Well, hopefully the have a procedure in place for swapping out a bad hard disk and preserving the important data on the system. Is there only one drive in your server, or do you have a separate backup drive?

no I don't have a seprate backup drive and now it's caused me not to be able to access WHM or Cpanel.

I ge this error when I try WHM "Content-type: text/plain Invalid Lisc File"

Originally posted by phantasywork
no I don't have a seprate backup drive and now it's caused me not to be able to access WHM or Cpanel.

I ge this error when I try WHM "Content-type: text/plain Invalid Lisc File" Try running /usr/local/cpanel/cpkeyclt as root.

Well after 8.5 Hrs I finally got a reply :

Hello,
I've spoken with a CPanel developer about the problem, he is quite sure the problem is because of the hard drive failing. I will be taking the server down and replacing the hard drive immediately. Hopefully the original drive will hold up long enough to move all the data over to the new drive.


I will let you know when I'm done, the whole process shouldn't take more than a few hours.


Thanks,
Darren



so it looks like I am getting a new hard drive

prays for the HD to hold out :rolleyes:

Originally posted by phantasywork

prays for the HD to hold out :rolleyes:

I'm sure it will. I'm not saying to take that message lightly, but it's very rare for that drive failure message to appear right before something tragic happens. The drive failure message can be triggered by just a few inconsistent sectors and usually gives you enough time to get it fixed.

Originally posted by rastoma


I'm sure it will. I'm not saying to take that message lightly, but it's very rare for that drive failure message to appear right before something tragic happens. The drive failure message can be triggered by just a few inconsistent sectors and usually gives you enough time to get it fixed.

True , but I told them yesterday about it and it started failing today after I told them a 2nd time. I even told them before I put any major amount of data on the HD and they said it was fine ;)

But I think 8.5 hrs is a little long before I get a response:rolleyes:
Then again maybe my expectations are too high.

I would love to say 1-2 hours. However i know that is un-realistic, due to busy hours etc... therefore i voted for 3-4 hours, which is totally cool with me.

What do you people who run dedicated servers expect turnaround time for a support issue ?Less than 10 mins.

Originally posted by RackMy.com
Less than 10 mins.

that would be great ;)


Well I got the HD changed last night , but Guess what about 6-7 hrs later after that was done I got another email :bawling: about 5 am this morning

Subject: [smartcheck] Hard Drive Failure Soon

Hi All,

The situation did happen, and we are extremely sorry about it. These are all new HD's, and there was a bad one. We stress test each drive before it goes online, so that these types of situations are avoided as best as possible. Unfortunately with HD's it's never a question of "if it will fail" but rather when. Even with the best HD's, I have seen immediate failure, and it is never an easy task to deal with, but we do everything we can. An admin was assigned to this, and assisted last evening in recovering all data and placing onto a new HD. The old drive was left on the machine for any further data recovery, and that is the error which is currently being received. The original failure was:
Excessive ATA Errors on disk /dev/hda and now is: Excessive ATA Errors on disk /dev/hdc We will retain the HD here for any further needed recovery, but to avoid the HD failure notices, it is being removed.

Thanks,

:stickout I am just curious what BurstCSM's vote was :rolleyes: