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  1. #51
    Join Date
    Jan 2014
    Posts
    36
    Quote Originally Posted by JordanJ View Post
    First and foremost, we care a great deal about our customers and we were here. We have 1000s of customers who come from many different channels. Many do not read WHT. For that reason, we focused our updates on our OT page. When that started experiencing troubles we fanned out to as many different sources as we could to provide updates.

    Stay tuned and I will be providing updates shortly.
    Your OT page is down
    Your Leap3 is down
    You are not answering phone calls
    You are not updating us in facebook or twitter
    so from where u r sending update to your customers? from your pornhub account?

  2. #52
    Join Date
    Nov 2001
    Location
    Chicago
    Posts
    1,135
    Quote Originally Posted by barko View Post
    Like what?? No Twitter, customers stuck in phone hell...What "different sources"?? The only update I see is the first one posted when all this started happening.

    As you can imagine we have a lot of phone calls, emails, twitter and FB messages, and upset customers. We're doing our best, I fully recognize we could have communicated better here. What is most important at the moment is restoring service. We'll deal with everything else as soon as that is done including issuing a detailed RFO to impacted customers and bill of rights/SLA credits for the outage.

  3. #53
    Join Date
    Nov 2001
    Location
    Chicago
    Posts
    1,135
    Quote Originally Posted by CyberKeys View Post
    Your OT page is down
    Your Leap3 is down
    You are not answering phone calls
    You are not updating us in facebook or twitter
    so from where u r sending update to your customers? from your pornhub account?

    That is not correct. The OT details page is having some delays loading due to dependencies with the main SingleHop.com site, which we WILL fix first chance we have... however the OT main page has been updated since the issue started: http://ot.singlehop.com/

    Our phones are slammed with callers. We are answering, but we are under very heavy load.

    Facebook and Twitter ARE being updated, but direct messages were the first priority and there were a number of them.

    I know you are frustrated and unhappy right now, we are too, please stand by and we'll get this resolved and share full details with all impacted customers.

  4. #54
    Join Date
    Feb 2003
    Location
    hmm..
    Posts
    174
    Quote Originally Posted by CyberKeys View Post
    ....
    so from where u r sending update to your customers? from your pornhub account?
    rofl....

  5. #55
    Join Date
    Feb 2003
    Location
    hmm..
    Posts
    174

  6. #56
    Quote Originally Posted by danushman View Post
    Hi guys, I wanted to chime in as well. As Jordan said, most of our customers don't use WHT so we have focused on updating customers on Facebook and Twitter.... admittedly we are having some network related issues that are impacting connectivity in our Chicago facility and as a result we have received a huge influx of phone calls and emails and are trying to respond to everyone while resolving the issue. Our network engineering team is working with Cisco to resolve the technical issues, while we are trying to answer all public posts and questions about it. We take service and network stability very seriously and our best people are on it... I just wanted to post a quick update to that point. Details will be shared, credits issued, as soon as service is restored.
    We are losing our customers trust !!

    I don't know what to do, or what to say ! CHI-3 .. state of the art Datacenter !!! LOL

    this is considered 100% Downtime .... a full month refund is requested for all affected services

  7. #57
    Join Date
    Nov 2001
    Location
    Chicago
    Posts
    1,135
    Everyone -- please stand by. We are working really hard on this and we will absolutely send a detailed REASON FOR OUTAGE explanation to everyone who was impacted as soon as we are done restoring service. In the meanwhile, what is most important, is we let the engineers do their thing.

  8. #58
    Join Date
    Feb 2003
    Location
    hmm..
    Posts
    174
    Quote Originally Posted by danushman View Post
    ....so we have focused on updating customers on Facebook and Twitter
    Really? Your first update there was 39 minutes ago - HOURS after this outage started. No happy campers over on Twitter either.

    https://twitter.com/SingleHop/status/545899556849057792

    This is about communication - outages happen...(well they shouldn't like this)

    Telling everyone what's going on after the fact is pretty much useless when an outage is extended.

  9. #59
    Join Date
    Jan 2014
    Posts
    36
    Quote Originally Posted by Demansy View Post
    We are losing our customers trust !!

    I don't know what to do, or what to say ! CHI-3 .. state of the art Datacenter !!! LOL

    this is considered 100% Downtime .... a full month refund is requested for all affected services
    I dont know why they changed CH-3 status from Red "Down" to yellow "Maintenance". maybe they want to consider it as an schedule maintenance! and giving no credit to customers

  10. #60
    Join Date
    Dec 2010
    Location
    Staffordshire, UK
    Posts
    25
    It's entirely possible to let your engineers continue working on this issue while your customer service team publish updates. As many others have commented, a full explanation is of little use afterwards. We all have clients waiting on the phone and submitting tickets/live chats wanting to know what's going on, and we currently have nothing to tell them.

    The only people who actually know what is going on (I would hope) are you guys, SingleHop, so why not shed some light on the issue before we start losing customers?

    If you only have one team of people who can either fix issues OR answer tickets and provide updates...then maybe it's time you started recruiting. No point having "transparency" as one of your main selling points if you never let us know what's going on during a downtime until after the event.

    Also as one of the biggest cloud hosting companies in the US, I'd expect your website to handle a bit of additional traffic during a downtime, so there's absolutely no excuse for your status page not to be working.

    Jay

  11. #61
    Join Date
    Nov 2001
    Location
    Chicago
    Posts
    1,135
    Jay, everyone, I know and am first to admit that we could have communicated better here. We are going to send every customer who was impacted a detailed RFO (reason for outage) that explains exactly what happened, the exact time frame, and what we are doing to prevent it from happening again. That said, I make no excuses about our failure to communicate effectively here and we will be evaluating our process and procedure for that. Meanwhile I do want to report that service should be fully restored for all customers, and that is why we switched OT from Red to Yellow. We will absolutely credit anyone who was impacted. This is something that I take very seriously personally and I know the rest of the SH team does as well.

    If you would like to talk to me personally about it just send me an email - dan -at- singlehop -dot- com.

    Thanks,

    Dan

  12. #62
    Join Date
    Apr 2006
    Location
    Phoenix
    Posts
    808
    First and Foremost - most important, all services have been 100% restored for about 15-20 minutes. If your still experiencing issues, please contact us.

    Second, and let me please be extremely clear on this. We are extremely disappointed internally with the way our communication was handled. Our engineers were so heads down fixing the problem that there was an unacceptable delay in getting our emergency social media team mobilized. We let our customers down, something that will not happen again. We pride ourselves on the level of transparency and availability to contact us. There are no excuses, only actions and we will be doing a full post mortem to better improve our internal process for communication. This will include better OT reporting and updates. Please stay tuned for updates.

    During incidents like this, there is often times a number of possible root causes for the symptoms being displayed and it is rarely possible to pass on a specific cause while the networking team is diagnosing the problem. While I understand that one of the most frustrating part is not knowing specifics, you have my personal commitment that we will provide the most up to date, verified information as soon as we have it.

    Now that service is restored, we can focus on the following important tasks:

    1) A detailed RFO (Reason for outage) as well as steps that will be taken to prevent it ever happening again.
    2) Emergency communication post-mortem and changes.
    3) SLA credits for those affected.

    Thank you for your understand and patience during this stressful time.

  13. #63
    Join Date
    Dec 2012
    Location
    In Real World!!
    Posts
    149
    This is good seems that the machines are up at this moment. Let's see how it goes as they were up many time during past hours and went down.

    Also the Leap Page is giving below error.

    500 Internal Server Error - Sorry something went wrong, you will be redirected to your dashboard.

    And OT Page is given warnings like below and taking a lot of time to load.
    Warning: DOMDocument::load(http://status.singlehop.com/?feed=rss2&p=327) [domdocument.load]: failed to open stream: Connection timed out in /home/otsingle/public_html/status-details.php on line 115

    Warning: DOMDocument::load() [domdocument.load]: I/O warning : failed to load external entity "http://status.singlehop.com/?feed=rss2&p=327" in /home/otsingle/public_html/status-details.php on line 115

    Warning: DOMDocument::load(http://status.singlehop.com/?feed=rss2&p=326) [domdocument.load]: failed to open stream: HTTP request failed! in /home/otsingle/public_html/status-details.php on line 115

    Warning: DOMDocument::load() [domdocument.load]: I/O warning : failed to load external entity "http://status.singlehop.com/?feed=rss2&p=326" in /home/otsingle/public_html/status-details.php on line 115

  14. #64
    Join Date
    Nov 2001
    Location
    Chicago
    Posts
    1,135
    Quote Originally Posted by timeshost View Post
    This is good seems that the machines are up at this moment. Let's see how it goes as they were up many time during past hours and went down.

    Also the Leap Page is giving below error.




    And OT Page is given warnings like below and taking a lot of time to load.


    The OT page will be fixed soon. Stand by.

  15. #65
    Join Date
    Apr 2006
    Location
    Phoenix
    Posts
    808
    All customer services have been restored, there is an error with our status page that we are working on. If your having any issues accessing your equipment please reach out to us.

  16. #66
    Join Date
    Dec 2012
    Location
    In Real World!!
    Posts
    149
    Leap Portal is still giving error 500 however all the servers are working fine and that is a sign of relief. Hope to have Leap Working soon.

  17. #67
    Join Date
    Jun 2001
    Location
    Princeton
    Posts
    1,029
    Quote Originally Posted by Kailash12 View Post
    Just curious, Is CloudLinux/Kernelcare hosted with SingleHop? They are also down since last several hours.
    Yes, we are in SingleHop, but the problem seems to be resolved.

  18. #68
    Join Date
    Feb 2003
    Location
    hmm..
    Posts
    174
    Leap3 is still down... geezz..

    "500 Internal Server Error - Sorry something went wrong"

  19. #69
    Join Date
    Apr 2006
    Location
    Phoenix
    Posts
    808
    Barko
    All of our test accounts and many customers we have talked to are indicating that leap is 100% operational but it may be possible you have an outside case. We have found that for 99% of customers that the 500 error was caused by a session/cache issue. Can you please restart your browser and try again. If that doesn't work please open a ticket so we can fix it asap.

  20. #70
    Join Date
    Feb 2003
    Location
    hmm..
    Posts
    174
    Quote Originally Posted by JordanJ View Post
    Barko
    All of our test accounts and many customers we have talked to are indicating that leap is 100% operational but it may be possible you have an outside case. We have found that for 99% of customers that the 500 error was caused by a session/cache issue. Can you please restart your browser and try again. If that doesn't work please open a ticket so we can fix it asap.
    3 different networks, 2 different browsers and 2 different PCs - still seeing it...will just wait - seeing drops in routing, so hopefully will self-heal.

  21. #71
    Join Date
    Apr 2006
    Location
    Phoenix
    Posts
    808
    Please don't wait! We want to get any issue resolved ASAP! Especially if your seeing drops in routing.

  22. #72
    Join Date
    Jan 2014
    Posts
    36
    ---- SingleHop SLA ----
    Network Uptime

    Our public network will be online 100% of the time and you will be credited per our SLA for every minute it is down. Based on the amount of downtime, credit will vary from 5% to 100% of your invoice.

    Uptime Credit
    <100% 5%
    <99% 10%
    <98% 25%
    <95% 50%
    <90% 100%

    According to their report the downtime was between 1:15am to 6:08am
    http://uptime.is/99.3
    LOL they will give us just 5% credit for downtime!

  23. #73
    Join Date
    Feb 2014
    Location
    London
    Posts
    1,374
    CyberKeys what did you expected?
    Rest of the time the service was working OK, wasn't it?

    If you need some enormously high SLAs then you can always pay premium for that, depending on your requirements.

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