Server at hivelocity down again!

datingsoftwares · #1 02-18-2010, 07:23 AM

Server at hivelocity down again. They had a stupid maintenance on 17th and said "Downtime should be limited to no more than 10 minutes." which is understood but it is not true. My server has been down all night until I noticed it. It's still down while I am writing this. I am thinking to move out although it's a pain in the sss. Just to share my experience. I am tired of complaining as it's not the first time.

TheSimpleHost-Nathan · #2 02-18-2010, 07:26 AM

What has their response been? Have you contacted them?

datingsoftwares · #3 02-18-2010, 07:42 AM

Yes. They shutdown all servers and replace some power switches. My guess is that they forgot to turn on my server or didn't make sure all servers are online after rebooting.

They blame me that I should have provided the server login so that they could login and check. But their email said it's optional.

I don't think that's necessary because they can simply ping the ip.

They said they have "too many servers" to ping.

Then how could they login to each server and check if "too many servers"??

They said they can't ping 100 IPs.

Didn't they know there's software to do the job? As a hosting provider, it's quite dumb to do it manually.

I just thought they don't care too much for their customers. They always have excuses or blame customers.

datingsoftwares · #4 02-18-2010, 07:49 AM

They said they only check servers who provided logins. So they don't care about servers without logins??

Finally, they said "if you dont like it, im sorry, but we have the system that works best for our DC, employees, and customers, as a whole"

So they think "not checking servers without logins" works best for everyone?

CKGroup · #5 02-18-2010, 08:04 AM

I've never had downtime at Hivelocity, my servers are up as usual. Seems weird

**beastserv** · #6 02-18-2010, 10:11 AM

Hi datingsoftwares,
don't get me the wrong way, I am not blaming you
Could it be you have some kind of init configuration error on your machine?
We just had that today with a user on a VPS, he played around with his fstab so the machine did not mount his home directory , guess who he blames? ...

I'm just saying , there is always two sides for each story, hivelocity is a high quality host, and this sounds like one of these cases.

You say it is not the first time, could you share more of your experience?
what was the issue you had, how did it get resolved?

Hope you get your sites back up !!, I think you should get on the phone with them and ask for a senior advisor to look into your issue.

HivelocityGM · #7 02-18-2010, 10:14 AM

Quote:

Originally Posted by datingsoftwares

Server at hivelocity down again. They had a stupid maintenance on 17th and said "Downtime should be limited to no more than 10 minutes." which is understood but it is not true. My server has been down all night until I noticed it. It's still down while I am writing this. I am thinking to move out although it's a pain in the sss. Just to share my experience. I am tired of complaining as it's not the first time.

If you are still down please PM me the ticket # so I can check it out.

datingsoftwares · #8 02-19-2010, 10:05 AM

Quote:

Originally Posted by beastserv

We just had that today with a user on a VPS, he played around with his fstab so the machine did not mount his home directory , guess who he blames? ...

You say it is not the first time, could you share more of your experience?
what was the issue you had, how did it get resolved?

Hope you get your sites back up !!, I think you should get on the phone with them and ask for a senior advisor to look into your issue.

There's no problem with the server. It's not properly shutdown. Other times my LAN was disconnected for no reason. I asked them to reconnect to my switch, they said I don't have a switch (but I do). This had happened at least 2 times.

They used to be good. I am with them for many many years. But recent years some staffs were changed and things just not in peace.

I also use other provider and so far there's no downtime caused by them.

tomydurden · #9 02-19-2010, 10:54 AM

Many people, myself included, desire high uptimes. This often results in configuration changes without any reboot persistence testing. I always recommend doing a reboot test every once in a while and preferably after any changes which could impact the boot process.

One problem is that many servers have firewalls running which make the server look like it's down to the technician. Before any servers get gracefully shut down, an nmap and ping should be done and the results documented. This way, when the server's power is restored, you know what to expect and you can systematically check each server. I've seen this method work 1500+ times with minimal failure.

djorgensen · #10 02-19-2010, 04:58 PM

If they powered it off becuase of something they did, then you want to be claiming on their SLA.

If the SLA allows them to riddle out of it then move to a decent host.

HivelocityGM · #11 02-19-2010, 05:05 PM

Quote:

Originally Posted by djorgensen

If they powered it off becuase of something they did, then you want to be claiming on their SLA.

If the SLA allows them to riddle out of it then move to a decent host.

FYI- we sent a maintenance window email anywhere from 72-36 hours in advance letting about 5 customers know we would need to power off there server for just a minute. They were given the option to power down the server themselves at 11:50pm or open up a trouble ticket at any time prior to the maintenance window (midnight) with the login information and we would shut the server down for them. If no ticket was opened over the 36-72 hour advance notice period then it was anticipated the customer would be doing it themselves.

djorgensen · #12 02-19-2010, 07:23 PM

If you sent the notice that the power was going to be off then the least you should have done is checked you turned the power back on.

Fair enough if its something outside of your control, i.e. the disk has failed and you didnt know about it. Thats the customers fault to ensure they keep an eye on the server in terms of error reports.

But if you switched off the switch and forgot to turn it on, that would be your fault

If you powered down the server and then didnt ensure it was back on, I hardly see how thats the customers fault. He at the end of the day pays you to keep the power on, maintenance window or not.

And the maintenance window was midnight, why on earth should you expect the customer to stay up?

Come on now, you have to take some responsibility!

datingsoftwares · #13 02-22-2010, 09:40 PM

Quote:

Originally Posted by djorgensen

If you powered down the server and then didnt ensure it was back on, I hardly see how thats the customers fault. He at the end of the day pays you to keep the power on, maintenance window or not.

This is the point I wanted to say.

Steve sent me personal email and apologize about it. The previous messages I copied from live chat during the down time. If the tech would have explained better the situation and apologize for the down time and stopped blaming me as a customer, I wouldn't be too upset.