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  1. #26
    Join Date
    Dec 2004
    Location
    New York, NY
    Posts
    10,574
    Quote Originally Posted by wynnyelle View Post
    Bet this wasn't in the contract when people signed up. That this could happen? Unacceptable.
    Downtime can happen in any facility. If this is such a big problem for you, then you should look into geographic redundancy for your infrastructure.
      0 Not allowed!

  2. #27

    ATS

    ATS's rairly fail. If it did that is a single point of failure and you should have a redundant ATS. Either way you should be on Generator or Utility now through a redundant ATS.Your UPS should have taken the glitch during switching. Please can you provide an ETA?
      0 Not allowed!

  3. #28
    Quote Originally Posted by neumannu47 View Post
    What up time were you promised when you signed up?
    Our hoster has 100% uptime guarantee...
      0 Not allowed!

  4. #29

    A/B power useless if colo4 HSRP router are down too, it appears..

    Paul - your A/B comment is off the mark, I believe...

    Tracert to our network inside of colo4 shows it dying at the HSRP router...

    1 2 ms 2 ms 2 ms 10.35.0.1
    2 3 ms 1 ms 2 ms 66.78.210.193
    3 3 ms 2 ms 1 ms 66.78.210.242
    4 10 ms 6 ms 4 ms 209.242.143.97
    5 5 ms 25 ms 4 ms 68.6.8.164
    6 5 ms 4 ms 5 ms 68.6.8.14
    7 17 ms 55 ms 19 ms 68.1.0.235
    8 19 ms 17 ms 18 ms 64.125.31.70
    9 18 ms 16 ms 17 ms 64.125.26.29
    10 48 ms 51 ms 48 ms 64.125.25.17
    11 96 ms 97 ms 75 ms 64.125.31.121
    12 49 ms 103 ms 49 ms 64.125.27.82
    13 49 ms 49 ms 49 ms 64.124.196.226
    14 * * * Request timed out.
    15 * * * Request timed out.

    64.124.196.226 is abovenet... not colo4..

    based on my notes, 65.99.244.225 is the colo4 HSRP hop.... tracert is dying BEFORE your HSRP hop.... So, why isn't this up?

    Is the HSRP router not on A/B power circuits either???

    We're using A/B power circuits for our equipment, the major servers, but they still aren't reachable because this HSRP device isn't online yet.

    There's been no answer from your support team on this.
      0 Not allowed!

  5. #30
    Join Date
    Mar 2003
    Location
    Canada
    Posts
    8,873
    Uptime guarantees only mean that in the event of an outage, usually there is some form of compensation if the provider fails to meet that guarantee. It does not mean they will never go down.
      0 Not allowed!

  6. #31
    Join Date
    Oct 2009
    Posts
    398
    Quote Originally Posted by zdom View Post
    Our hoster has 100% uptime guarantee...
    Then you should complain to him, not here.

    Also note that most 100% uptime guarantees are not really guarantees. They promise you (usually uselessly low) compensation if the 100% is not reached. Contact your hoster and claim your $1.
      0 Not allowed!

  7. #32
    Join Date
    Sep 2009
    Posts
    37
    One of my servers still pings but, higher than normal latency:
    | 66.109.6.52 - 0 | 61 | 61 | 14 | 23 | 50 | 21 |
    | 66.109.6.209 - 0 | 61 | 61 | 15 | 20 | 45 | 20 |
    | 4.59.32.17 - 0 | 61 | 61 | 17 | 32 | 81 | 57 |
    | 4.69.145.200 - 0 | 61 | 61 | 16 | 26 | 83 | 21 |
    | 8.9.232.74 - 4 | 58 | 56 | 444 | 476 | 614 | 468 |
    | 206.123.64.130 - 0 | 61 | 61 | 14 | 20 | 40 | 14 |
    Winmtr
    Last edited by KevinJ5; 08-10-2011 at 02:18 PM.
      0 Not allowed!

  8. #33
    No answers and no estimate as to when it will be up again.

    Fail. I'm losing money and user trust as we speak.
      0 Not allowed!

  9. #34

    Radio silence is what's inexcusable.

    It's the radio silence that's inexcusable. When clients are calling - we need to be able to tell them something instead of "duh - I don't know."

    People get a lot less pissed when they hear the "why" behind the outage. They're placated even more when they learn their data is safe - which we still don't know with this outage.
      0 Not allowed!

  10. #35
    Quote Originally Posted by zdom View Post
    Our hoster has 100% uptime guarantee...
    Is your hoster Colo4 or a reseller of Colo4's services?
      0 Not allowed!

  11. #36
    Join Date
    Aug 2002
    Location
    London, UK
    Posts
    9,037
    Quote Originally Posted by neumannu47 View Post
    What up time were you promised when you signed up?
    You have a 100% SLA on power in your contract with colo4, so will be able to submit a claim of you have lost power.
      0 Not allowed!

  12. #37
    Join Date
    Jul 2010
    Location
    Singapore
    Posts
    740
    is running now ? colo4.com is up
      0 Not allowed!

  13. #38
    They apparently don't see fit to reassure all the sites and businesses that they are ruining with this.
      0 Not allowed!

  14. #39
    Join Date
    Mar 2004
    Location
    Seattle, WA
    Posts
    2,549
    Quote Originally Posted by divva View Post
    It's the radio silence that's inexcusable. When clients are calling - we need to be able to tell them something instead of "duh - I don't know."

    People get a lot less pissed when they hear the "why" behind the outage. They're placated even more when they learn their data is safe - which we still don't know with this outage.
    Have you ever thought that maybe they have their man power tied up in trying to get your customers back online?

    They have provided an explanation - obviously details won't be provided until everything is back up.

    Rationalize please.
      0 Not allowed!

  15. #40
    that traceroute is showing that Abovenet is down, not our network because we have multiple providers. There was one switch that did have a failure here also, which was rectified. Was that trace from earlier today or is that just hitting Abovenet?

    We do have multiple ATSs on-site and live. Their failure is very rare, but that is why we build facilities that can offer 2N power. Just in case customers that use A/B are still up.
      0 Not allowed!

  16. #41
    Hard to rationalise having not even a twitter account? You can set one up for free in 5 minutes.
      0 Not allowed!

  17. #42
    And a site update: The site was taken to a crawl with requests. It will be replaced with site update.
      0 Not allowed!

  18. #43
    Is the data safe?
      0 Not allowed!

  19. #44
    No one has said "give us "X" amount of time to get this back online." That's what most of us need right now.
      0 Not allowed!

  20. #45
    Join Date
    Jan 2004
    Location
    Pennsylvania
    Posts
    936
    Quote Originally Posted by divva View Post
    No one has said "give us "X" amount of time to get this back online." That's what most of us need right now.
    Yes, most customers are looking for an ETA. It can't be impossible to provide a ballpark figure.
      0 Not allowed!

  21. #46
    That is really all I have been asking from the start. Ballpark figure. Why is it so hard.
      0 Not allowed!

  22. #47
    Join Date
    Mar 2007
    Posts
    402
    Our guy on-site says the ATS might have fused. Minimum ETA is two hours.
      0 Not allowed!

  23. #48
    Join Date
    Sep 2009
    Posts
    37
    The tracert was from Today, right now. I am still getting higher than normal latency on that one hop but service does seem to be fine. I wasn't aware power failure redundancy had to be purchased.
    | 24.164.211.241 - 0 | 18 | 18 | 18 | 21 | 48 | 21 |
    | 24.164.209.112 - 0 | 18 | 18 | 15 | 25 | 49 | 19 |
    | 70.125.216.108 - 0 | 18 | 18 | 18 | 29 | 49 | 28 |
    | te0-8-0-2.dllatxl3-cr01.texas.rr.com - 0 | 18 | 18 | 22 | 31 | 51 | 27 |
    | ae-8-0.cr0.dfw10.tbone.rr.com - 0 | 18 | 18 | 15 | 26 | 53 | 15 |
    | ae-3-0.pr0.dfw10.tbone.rr.com - 0 | 18 | 18 | 19 | 24 | 49 | 20 |
    | xe-11-1-1.edge9.Dallas1.Level3.net - 0 | 18 | 18 | 27 | 32 | 50 | 29 |
    | ae-4-90.edge3.Dallas1.Level3.net - 0 | 18 | 18 | 22 | 31 | 74 | 22 |
    | COLO4-DALLA.edge3.Dallas1.Level3.net - 0 | 18 | 18 | 428 | 462 | 861 | 453 |
    | 206.123.64.130 - 0 | 18 | 18 | 20 | 28 | 50 | 20 |
      0 Not allowed!

  24. #49
    Join Date
    Feb 2003
    Location
    Dallas, TX
    Posts
    998
    ETA is typically impossible to produce until the last minute. In cases like this, you don't know how long it will take to fix until you have the solution, and service is typically restored soon after that.

    Any ETA provided is just a guess, bound to be picked up by Murphy's Laws to immediately make things worse. All we can do is trust that they will fix it as soon as they can. ETA is ASAP.
      0 Not allowed!

  25. #50
    Quote Originally Posted by voipcarrier View Post
    Our guy on-site says the ATS might have fused. Minimum ETA is two hours.
    Two hours from now? Different time zones here so you are saying 4:30 EST / 8:30GMT?
      0 Not allowed!

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