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  1. #1

    Thumbs down Serverbeach decline in service and support?

    I don't know what to make of my recent support thread with ServerBeach. It's been over 6 hours and the server in question is still offline.
    -------------------------
    Initial Issue

    Hello,

    I believe this to be a reporting error, but I'm not sure how or why that would be. If there is any remote chance that this could be accurate, then this drive is in danger of imminent failure.

    /dev/sda [SAT] :
    Prefailure: Raw_Read_Error_Rate (1) changed to
    56, 55, 56, 55, 54, 55,
    Usage: Hardware_ECC_Recovered (195) changed to
    56, 55, 56, 55, 54, 55,
    Usage: Temperature_Celsius (194) changed to
    29, 30,

    /dev/sdb [SAT] :
    Usage: Temperature_Celsius (194) changed to
    116, 117, 116, 117, 116, 117, 115, 116, 115, 116, 117, 116,
    117, 116, 115, 116, 117,
    Wed Apr 13 2011 09:42:15 GMT-0600 (MDT)

    Hello,

    We are working on resolving your issue and have prioritized your ticket as a Priority 2. This means you should expect your next update in approximately 4 hours or less.

    If you have any questions, comments, or concerns, please feel free to contact us. As always, you can monitor the progress of your ticket in the customer portal at myserverbeach.com.

    As always thank you for being a customer and we look forward to serving you soon.


    Best Regards,
    Brenda
    Support Specialist
    ServerBeach- For Geeks By Geeks

    Wed Apr 13 2011 09:43:17 GMT-0600 (MDT)

    Hello,

    We are moving this to the data center so they can check on the temp of the server and take any corrective actions needed.

    Best Regards,
    Brenda
    Support Specialist
    ServerBeach- For Geeks By Geeks

    Wed Apr 13 2011 11:15:15 GMT-0600 (MDT)

    Hello,

    Our data center found that the power supply fan and another cooling fan were burnt out in the server. They have replaced both of these and brought the server back online. Please let us know if you are still seeing the high temperatures or if you have any other issues.

    Best Regards,

    --
    Shawn
    Support Technician
    ServerBeach – By Geeks, For Geeks
    A Peer1 Company

    Check out our ServerBeach Forums at (url).

    Wed Apr 13 2011 13:08:39 GMT-0600 (MDT)

    Hello,

    Our monitoring team let us know it looks like the server is unreachable at the moment. I have tried to SSH into the server as well as ping and neither work. I'm going to send this over to the data center and have them check the status again. It is possible that the 2nd drive is the culprit and causing the server to shut off. Once I get more information regarding this I'll update you again shortly.

    Best Regards,

    --
    Shawn
    Support Technician
    ServerBeach – By Geeks, For Geeks
    A Peer1 Company

    Check out our ServerBeach Forums at (url).

    Wed Apr 13 2011 14:49:27 GMT-0600 (MDT)

    Have you figured it out yet?

    On 4/13/2011 1:08 PM, [email protected] wrote:
    > Hello,
    >
    > Our monitoring team let us know it looks like the server is unreachable at the moment. I have tried to SSH into the server as well as ping and neither work. I'm going to send this over to the data center and have them check the status again. It is possible that the 2nd drive is the culprit and causing the server to shut off. Once I get more information regarding this I'll update you again shortly.
    >
    > Best Regards,
    >

    Wed Apr 13 2011 17:02:03 GMT-0600 (MDT)

    Hello,

    At this time our data center team is troubleshooting additional hardware issues with this service and are going to proceed with a fill chassis swap of the service. This will replace all existing hardware and we will be updating this ticket when this task has been completed.

    Thank you,

    Scott Shelton
    Support Technician
    ServerBeach a Peer1 Company

    Wed Apr 13 2011 17:15:41 GMT-0600 (MDT)

    Thanks Scott. Any additional information as to what happened to the
    current box and what will happen to the data that is currently on the box?
    On 4/13/2011 5:02 PM, [email protected] wrote:
    > Hello,
    >
    > At this time our data center team is troubleshooting additional hardware issues with this service and are going to proceed with a fill chassis swap of the service. This will replace all existing hardware and we will be updating this ticket when this task has been completed.
    >
    > Thank you,
    >
    > Scott Shelton
    > Support Technician
    > ServerBeach a Peer1 Company
    >
    >

    Wed Apr 13 2011 18:09:44 GMT-0600 (MDT)

    ping?

    Wed Apr 13 2011 19:36:53 GMT-0600 (MDT)

    Hello,

    The hard drives from this current chassis will be placed into the new chassis. We will update you once this process is complete.

    Thank you,

    Scott Shelton
    Support Technician
    ServerBeach a Peer1 Company

    Wed Apr 13 2011 20:01:10 GMT-0600 (MDT)

    Thank you Scoot, after speaking with your associate and getting virtually zero updates I'm considering that me (the crazy guy) will take my crazy money elsewhere.

    I don't understand how this is not a priority for you or your team and for that I feel ashamed that I always regarded ServerBeach (for geeks by geeks) highly for over 6 years.

    Wed Apr 13 2011 21:05:24 GMT-0600 (MDT)

    Hello?

  2. #2
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    Well, I think they have been real responsive. They first found fan was burnt, replaced it, then couldn't ssh into your server and performed chasis change.

  3. #3
    Oh, so 6+ hours of downtime is responsive?

    BTW
    Server Hardware Replacement
    PEER 1 guarantees the functioning of all hardware, including servers, CPU’s, cabling and associated server hardware, firewalls, load balancers, and storage area networks, and will replace any failed component at no cost to Customer within one hour following PEER 1’s receipt of Customer’s trouble ticket concerning the hardware issue and PEER 1’s identification of the failed hardware (the “Replacement Guarantee”). “Hardware” means the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware listed in the Service. The Replacement Guarantee does not include the time required to rebuild a RAID array or the reload of the operating systems and applications or changes to hardware during Maintenance, as defined below.

  4. #4
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    I didn't know they've got an hour guarantee.

    In that case, you'll need to deal with them on this.

  5. #5
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    Quote Originally Posted by borrelan View Post
    Oh, so 6+ hours of downtime is responsive?

    BTW
    Server Hardware Replacement
    PEER 1 guarantees the functioning of all hardware, including servers, CPU’s, cabling and associated server hardware, firewalls, load balancers, and storage area networks, and will replace any failed component at no cost to Customer within one hour following PEER 1’s receipt of Customer’s trouble ticket concerning the hardware issue and PEER 1’s identification of the failed hardware (the “Replacement Guarantee”). “Hardware” means the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware listed in the Service. The Replacement Guarantee does not include the time required to rebuild a RAID array or the reload of the operating systems and applications or changes to hardware during Maintenance, as defined below.
    The one hour guarantee means nothing when you don't know what is causing the issue. Sometimes you have to replace multiple things before the server works properly. If down time is so important you should so sort of failover system in place.

  6. #6
    I don't care what the root cause is, I don't pay them for excuses or not fulfilling their obligation.

  7. #7
    Join Date
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    Location
    Smiths Falls, ON
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    1) A guarantee doesn't mean that the server is going to be up in an hour every time. A guarantee simply sets a barrier where compensation could be requested (unless otherwise stated by the Terms Of Service).

    2) Not having a contingency plan is not at the fault of the company. If you have a server that is mission critical, redundancy is key. You have to plan for every worst case scenario, and know what to do accordingly when it happens.

    3) Jumping ship over one issue? I'd seriously pick my battles. They're working with you to keep you up to date on what's going on. In some cases, the same technician who's updating the ticket may also be working on your server. If that was the case, would you rather them be writing to you, or trying to get your hardware up as soon as possible?

    Take a moment, breathe, and consider the circumstances. Hardware failure happens, and hardware replacement sometimes can't be done in a simple hour. I'd keep on them about it, but also take into consideration that this isn't the only company who has made a guarantee it hasn't been able to keep.
    Ryan G.
    Owner
    Umgardi.ca

  8. #8
    Join Date
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    San Francisco
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    Quote Originally Posted by borrelan View Post
    Oh, so 6+ hours of downtime is responsive?

    BTW
    Server Hardware Replacement
    PEER 1 guarantees the functioning of all hardware, including servers, CPU’s, cabling and associated server hardware, firewalls, load balancers, and storage area networks, and will replace any failed component at no cost to Customer within one hour following PEER 1’s receipt of Customer’s trouble ticket concerning the hardware issue and PEER 1’s identification of the failed hardware (the “Replacement Guarantee”). “Hardware” means the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware listed in the Service. The Replacement Guarantee does not include the time required to rebuild a RAID array or the reload of the operating systems and applications or changes to hardware during Maintenance, as defined below.

    You do realize, you are quoting the wrong SLA right?

    ServerBeach operates a little differently compared to other companies, the SLA is dependent on what category your server is classified in.

    For example:

    ValueLine - 4 Hours
    PowerServers - 3 Hours
    Enterprise - 2 Hours

    However, I do agree with you on their decline in terms of support. Best of luck.

  9. #9
    Does sound as they are trying. For some reason they if they are just swaping the HDD to another server it does seem long. there could be possible issues with the drives. Seems they would let you know asap. Of course it is always hard to break bad news to the client i know personally when i have bad news it is always the worst part of the day. have you tried calling to see if they had any answeres for you?
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  10. #10
    Join Date
    May 2007
    Posts
    2,599
    You get what you pay for... Try Rackspace or Liquidweb if uptime is important.

  11. #11
    For those who hinted that I need a failover strategy, I believe you missed the point. The server was online before I initiated a support request to check on why the secondary drive was running so hot. Traditionally they reply with the root cause of the problem and what needs to be done to rectify the problem and suggest that I pick a time block to coordinate a scheduled downtime. Them initiating a hardware rescue operation on a machine that was already running without my express consent is what I find as unacceptable and not the actual downtime itself. Although I must admit that 6+ hours of downtime is a lot more than I could have ever expected.
    It was poor judgment on there part and I ultimately paid the price.
    I ended up calling them again and Scott told me what happened. As it turns out, the machines that I have with them have hit the EOL stage and they were forced to scrounge for the parts. I don't believe that I'm unreasonable and I would have understood if this had happened during a scheduled downtime as if the server is offline for 12 hours while everyone in the U.S. is sleeping it would have been acceptable.

    GCM - I'm not sure where you pulled those numbers, but on their main site under '/why_sb/sla.php' it is identical to the SLA I found from the link in the mypeer1.com portal.

  12. #12
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    Quote Originally Posted by borrelan View Post
    GCM - I'm not sure where you pulled those numbers, but on their main site under '/why_sb/sla.php' it is identical to the SLA I found from the link in the mypeer1.com portal.
    Doing it from memory, we have an account with them and their parent Peer1 (Last 4 Years). If you don't have confidence in my statement, verify with support and they will tell you the same. The 1 Hour SLA is for Peer1 alone, not ServerBeach.

    MyPeer1 is the portal they used to consolidate everything into one interface, not everything in there applies to SB.

  13. #13
    Join Date
    Feb 2011
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    Vancouver, BC
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    Hi Borrelan,

    I'm the community evangelist over at ServerBeach and just wanted to reach out to you because I completely understand downtime is frustrating, especially in cases like this. I spoke with the support team lead to gain a bit more understanding of exactly what happened here and why it took as long as it did to get you back online, and here is what I learned.

    Your initial request regarding increased temperature was addressed promptly by the DC team when they received the ticket. They took the server down, identified and replaced the two problematic fans, and brought the server back up at 12:09pm. Downtime was likely only a few minutes at this point, but we still should have checked with you before taking the server down.

    Approximately 2 hours later our monitoring detected that the server was unresponsive. The ticket was immediately passed to the datacenter to investigate. Datacenter team determined that there were other hardware issues going on, but did not have a built chassis for this old chassis, as it is EOL (end of lifetime). Thus they had to find parts and build one, and then swap it out, which unfortunately took considerably longer than we would’ve liked.

    The main reason the hardware repair took so long is the fact that your server was EOL, of which you would have been notified of previously, via email. We do make a point to alert customers when their servers reach EOL so they have ample time to migrate before we run into situations such as this, when parts take longer to locate because they are not readily on hand. That being said, while your server being EOL technically exempts the server from the 1 hour SLA, we feel that this could have been handled better and the amount of time you had to wait was too long.

    To make up for this, we’d be glad to offer you a one month credit for this server. You will be hearing from Bryan, our support team lead, shortly to discuss this credit, as well as the next steps we’ll need to take to get you migrated to a newer server model.

    Hope that helps! If there's anything else I can do to turn this around for you, please let me know.

  14. #14
    I did hear from Bryan and unfortunately I don't need a credit or a refund, what I needed and did not get was dialog. The situation is done and over with, but I strongly believe that your support staff and datacenter staff need better channels of communication. I have done as suggested from this forum and I took a deep breath, but that doesn't change the fact that I was powerless over the actions of ServerBeach and was treated like a mentally unstable customer when I demanded some kind of feedback. All this information would have been very useful the day of the event as right now it is far to late and the irreparable damage has been done.
    You speak as if I was or should have been aware that my servers were EOL. The servers we speak of have been provisioned not long ago as my original servers were phased out. I have a long and positive history with ServerBeach and have had over 700 days of uptime, but recently I have noticed that my reboot requests from the mypeer1 portal has not worked and I keep getting assurances that it's been fixed, but only to find out when I need to reboot that it isn't. This is an escalation that I wish hadn't come to this as it now takes me an hour to reboot my servers.

    As for the SLA, could you clarify why there are discrepancies?

  15. #15
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    Quote Originally Posted by borrelan View Post
    I did hear from Bryan and unfortunately I don't need a credit or a refund, what I needed and did not get was dialog. The situation is done and over with, but I strongly believe that your support staff and datacenter staff need better channels of communication. I have done as suggested from this forum and I took a deep breath, but that doesn't change the fact that I was powerless over the actions of ServerBeach and was treated like a mentally unstable customer when I demanded some kind of feedback. All this information would have been very useful the day of the event as right now it is far to late and the irreparable damage has been done.
    You speak as if I was or should have been aware that my servers were EOL. The servers we speak of have been provisioned not long ago as my original servers were phased out. I have a long and positive history with ServerBeach and have had over 700 days of uptime, but recently I have noticed that my reboot requests from the mypeer1 portal has not worked and I keep getting assurances that it's been fixed, but only to find out when I need to reboot that it isn't. This is an escalation that I wish hadn't come to this as it now takes me an hour to reboot my servers.

    As for the SLA, could you clarify why there are discrepancies?
    He already did clarify this for you. Because the hardware is at the end of lifetime, the guarantee doesn't apply because replacement hardware isn't readily available to be placed into your current server. Not unreasonable considering they advised you of this situation in the past.
    Ryan G.
    Owner
    Umgardi.ca

  16. #16
    Did they?
    I honestly don't care at what stage the hardware that I'm using is in. When they tell me to move off of a server because of EOL I comply, which has not been the case here. I pay ServerBeach to worry about these issues so I don't have to.

  17. #17
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    Quote Originally Posted by borrelan View Post
    Did they?
    I honestly don't care at what stage the hardware that I'm using is in. When they tell me to move off of a server because of EOL I comply, which has not been the case here. I pay ServerBeach to worry about these issues so I don't have to.
    Looks like their community liaison said that you should have received an email about this. Perhaps it got trapped in a spam filter somewhere on your end? Or maybe their system failed to send it out.

    Either way I do agree that SB should have communicated this better to you right when it happened. But you should also be more understandable. From the ticket responses you posted, you were certainly not ignored and they were working on this for you.

    Hopefully this gets resolved to everyone's satisfaction.
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  18. #18
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    Hi Borrelan,

    ayksolutions is correct - you should have received communication regarding your server's impending EOL. I will be following up with your account manager tomorrow to ensure this was in fact communicated to you, but if this was somehow missed we do sincerely apologize for that.

    Also please forgive me for not replying to your thread on our message boards sooner, the thread was flagged for moderation because we restrict URL for new users, and it's been a busy day!

  19. #19
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    Quote Originally Posted by borrelan View Post
    GCM - I'm not sure where you pulled those numbers, but on their main site under '/why_sb/sla.php' it is identical to the SLA I found from the link in the mypeer1.com portal.
    Try picking a server from http://www.serverbeach.com/servers/ and clicking for more info - The SLA for that particular server/range is immediately shown, and very clearly.

    Way back when you ordered you probably went through the old ServerBeach site when it was even more obvious (and you agreed to it back then).

    Sure having the PEER1 SLA on the ServerBeach site makes things a tad confusing now (they could do with improving on that), but GCM was right in what he said.

    I'm not nit-picking, but the advice from Echelon to chill a little is well meant and well founded. SB have an enviable reputation for making things right... You just gotta make the decision to give 'em a chance to do just that

  20. #20
    http://www.serverbeach.com/why_sb/sla.php (is what I'm going off of)

    You are all right, but I don't believe that ServerBeach can make it right, that bridge has been crossed. I am just hoping that they will fix the disconnect and gapping holes that has emerged from the company that I once loved.
    I have run mission critical services on their servers and have had 4 hours of downtime in the past, but they were quick to update their users as to what's going on, which was all I was begging for in this current situation. I believe that they can fix this, but I don't believe that they were aware of how bad things have gotten.
    Last edited by borrelan; 04-14-2011 at 09:13 PM.

  21. #21
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    Quote Originally Posted by borrelan View Post
    Sure, and I mentioned above that having the PEER1 SLA on SB's site is, to me, a cause of confusion. But GCM was right in what he posted. Ever since I can remember (and we're talking several years here) it's been Value = 4hrs SLA, Power = 3hrs SLA, Enterprise = 2hrs SLA. I'm making an assumption that if you've got stuff going into EOL then you've been with SB for a while? Did you order off the old SB site?

    Anyways, regardless of that, SB could (should) run training courses for other providers the lengths they'll go to make you a happy chappy again. Go work with them in your ticket. Come back tomorrow and tell us how it's all sorted (and I say that with a fair degree of confidence)

    EDIT: You've added to your post while I was typing mine LOL

    Quote Originally Posted by borrelan View Post
    I believe that they can fix this, but I don't believe that they were aware of how bad things have gotten.
    I/we haven't had cause to call on support or our rep for ages. Our stuff with them just keeps going fine. As a result of your comment above I'll touch base with a couple of our contacts there tomorrow and see what gives. Having said that, I've always regarded SB as a provider with high principles who value customers and their satisfaction. Let's both see what tomorrow brings
    Last edited by Postbox; 04-14-2011 at 09:27 PM.

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