Web Hosting Talk : Web Hosting Main Forums : Dedicated Server : Liquidweb

[dolay]

is it only we suffer from liquidweb faults?
It appear an outgate like once a week and they are unable to report it unless we warn them, even we open manual reboot request it sometimes took more than 2 hours to reboot servers and they are always claiming the server was fine and never lost its pings... altough a filled server of customers sufferring from outgate and monitoring services approved statistics they are able to deny your outgate report
This is very very bad, also they have deleted a confirmed SLA request of us that was from last month and they have claimed "no there werent any sla request from us that have their confirmation for 50% SLA ..."

Now today again server lost its pings and they again claiming no ping loss the server is fine after rebooting server 2 hours later, just after their reply the server again lost its pings and no support at all heh, it is not a mistake but it is the worst way of doing business by denying your faults.

[barko]

Did you do a traceroute?
Are you sure the "server lost its pings" and it wasn't your connection or in a route?

[dolay]

http://www.dnsstuff.com/tools/ping.ch?ip=209.59.166.220

i am so experienced to be sure if a server lost its pings

[dolay]

tough it was just came back

[mripguru]

Originally posted by dolay
http://www.dnsstuff.com/tools/ping.ch?ip=209.59.166.220

i am so experienced to be sure if a server lost its pings

[WiredTree Zac]

You have a self-managed server with us. We do not provide fully managed services for it. You are well aware of this. Even so, we have gone out of our way _many_ times to help you.

It seems there are software issues with your machine. Since it is a self-managed server, they are your responsibility. If the hardware is fine, and the network is up, then we have done our job.

[dolay]

it is not funny

[dolay]

Originally posted by LiquidwebZac
You have a self-managed server with us. We do not provide fully managed services for it. You are well aware of this. Even so, we have gone out of our way _many_ times to help you.

It seems there are software issues with your machine. Since it is a self-managed server, they are your responsibility. If the hardware is fine, and the network is up, then we have done our job.

If your service response to the reboot requests and hardware fualts and ping loss warning more quick than this WHT complain then it means you have done your job

[WiredTree Zac]

Actually, I checked our helpdesk and both reboot requests put in today were handled much quicker than my response, so I guess we are doing our jobs, thanks!

Also, I checked our techs notes in the tickets and each time you said you couldn't ping it/asked for a reboot, we could ping your server from both inside and outside of our network. They had no problem SSHing into your server either, even though you said it was down. Your main server was up fine, what wasn't up was your VPSs inside of it, _which we do not provide support for and have never provided support for as your server is self-managed_.

[WiredTree Zac]

Also, it looks like our techs went ahead and fixed your VPS issues for you anyways, even though your server is self-managed!

[netchaser]

I don't get Liquidweb's 100% SLA anyways..Could someone explain to me how they can give 100% Uptime guarantee when the Tier1 providers they use can't even offer that. Sprint gave us a 99.99999% SLA but thats for an Equinix DC cross connect to our cage. How is Liquidweb getting a better SLA then us? If you ask me it's your typical bs marketing tactics.

[mripguru]

Originally posted by netchaser
I don't get Liquidweb's 100% SLA anyways..Could someone explain to me how they can give 100% Uptime guarantee when the Tier1 providers they use can't even offer that. Sprint gave us a 99.99999% SLA but thats for an Equinix DC cross connect to our cage. How is Liquidweb getting a better SLA then us? If you ask me it's your typical bs marketing tactics.

The reason that the Tier 1's don't give 100% for the most part is because their lawyers tell them not to. Besides, SLA's are marketing tactics anyways - I mean, it won't prevent downtime, it only compensates you financially if the scenario does arise.

[netchaser]

Good point. So then we can agree that Liquidweb giving 100% uptime guarantee is false. It just gets under my skin that hosting companies go around throwing stuff like that around and then I end up having to explain to customers how it really works. As I tell them I can't give you 100% guarantee's if i don't get them from my providers. It would be irresponsible and misleading. Oh and Sprint im sure has multiple routers multiple routes and peers not to mention they are in Equinix (which im sure is better then LW DC) so at least they are honest.

[mripguru]

Originally posted by netchaser
Good point. So then we can agree that Liquidweb giving 100% uptime guarantee is false. It just gets under my skin that hosting companies go around throwing stuff like that around and then I end up having to explain to customers how it really works. As I tell them I can't give you 100% guarantee's if i don't get them from my providers. It would be irresponsible and misleading. Oh and Sprint im sure has multiple routers multiple routes and peers not to mention they are in Equinix (which im sure is better then LW DC) so at least they are honest.

Actually, it's not misleading. It's called "covering your ***".

And, to answer the question another way, LW *can* offer the 100% Uptime SLA is because they have multiple routers connected to multiple providers as upstreams whereas Sprint is connected to multiple ISP's, but yet you are only connected to Sprint (which is an SPOF). The chance of all of those providers or all of those routers going down at once is almost unimaginable.

As an aside, I'd be interested to know (for my own information), how many times since this 100% Uptime SLA has been actually invoked on a network-wide scale. (Zac, if you don't want to answer publicly, e-mail me.)

[netchaser]

jslivko,

you've given me a great idea. We are going to be the first in the industry to offer 110% uptime guarantee. LOL what do you think about that? Our uptime will be 10% better then even the best. Cant beat that.