OneProvider AU down +20 hours, support unreachable

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Posted by Spirit, 07-09-2013, 11:03 AM
OneProvider australian vps node is down around 20 hours already.
They doesn't seems aware of this and don't respond to high priority support ticket. Deja Vu.

edit.
wrong section, should be moved to Providers and Network Outages and Updates
Posted by TmzHosting, 07-09-2013, 11:28 AM
Have you tried calling?

- Daniel
Posted by Spirit, 07-09-2013, 11:49 AM
Naah, I don't host anything important there since last fiasco with OneProvider italian node to justify international call. It would be just nice if someone would finally wake up there and acknowledge downtime.
Posted by OneProvider, 07-09-2013, 04:03 PM

Quote:

Originally Posted by Spirit

Naah, I don't host anything important there since last fiasco with OneProvider italian node to justify international call. It would be just nice if someone would finally wake up there and acknowledge downtime.

Your ticket was answered within our SLA times, please do not make useless and accusatory threads aimed solely at staining our image.
For further information:
http://oneprovider.com/about-us/serv...nd-faq#support

There is a network wide issue in Australia affecting multiple customers, and our technicians are working on it as we speak. You will also be offered monetary compensation once the issue is resolved.

Thank you for your patience
Posted by Spirit, 07-09-2013, 09:18 PM

Quote:

Originally Posted by OneProvider

Your ticket was answered within our SLA times, please do not make useless and accusatory threads aimed solely at staining our image.

Huh? Is this your way to apology for another screw up? Let me see.

I opened high priority ticket AFTER 12 hours of downtime. Clock was ticking - unpleasantly as always when things are down per hours and no a sign from host. One hour, two hours, three hours, five hours, six hours.. and then finally you answered ticket after around 19 - 20 hours of downtime. Is this normal to you? What's useless and accusatory aimed solely at staining your image here? Truth? How long do you need to find out that one of your servers isn't online and send out notification atleast? Day? Two? Never, unless client open support ticket and hours later complain at WHT?

And now, second day - VPS is still down. And I still don't know what's about except that you investigating the issue and you will get back to me shortly (yeah, right!).

Can you tell me what is "withing your SLA here" - I am all ears. And don't get me wrong, I wouldn't even reply here if you wouldn't act like an ass again - just like last time when my italian VPS with you vanished. There's not excuse that vps is down 2 days and there's not excuse that you keep client in dark almost whole day without any response regarding downtime.
Posted by OneProvider, 07-09-2013, 11:18 PM

Quote:

Originally Posted by Spirit

Huh? Is this your way to apology for another screw up? Let me see.

I opened high priority ticket AFTER 12 hours of downtime.

That's the problem - our servers are self-managed, if you do not advise us that something is wrong, you cannot blame us for that 12hour down time. Our support SLA, as descrived in the link above, starts at submission of your ticket.

Quote:

Originally Posted by Spirit

Clock was ticking - unpleasantly as always when things are down per hours and no a sign from host. One hour, two hours, three hours, five hours, six hours.. and then finally you answered ticket after around 19 - 20 hours of downtime. Is this normal to you?

No, 19-20 hours without a response would not be normal. As per our SLA, once again, tickets are answered between 10am and 1am EST. Your ticket was thus answered a little over 2 hours after the start of our ticket time, and an overall ~8hours after your ticket was opened.

Quote:

Originally Posted by Spirit

What's useless and accusatory aimed solely at staining your image here? Truth? How long do you need to find out that one of your servers isn't online and send out notification atleast? Day? Two? Never, unless client open support ticket and hours later complain at WHT?

My monitoring of the WHT activity has nothing to do with the support time. I check on here once or twice a day, and I am not part of the support staff, which relies on its own SLA. As I mentioned, our servers are self-managed, so there is no active monitoring done, yet*.

Quote:

Originally Posted by Spirit

And now, second day - VPS is still down. And I still don't know what's about except that you investigating the issue and you will get back to me shortly (yeah, right!).

Can you tell me what is "withing your SLA here" - I am all ears. And don't get me wrong, I wouldn't even reply here if you wouldn't act like an ass again - just like last time when my italian VPS with you vanished. There's not excuse that vps is down 2 days and there's not excuse that you keep client in dark almost whole day without any response regarding downtime.

VPS are actually not part of our SLA, which states how much up time is guaranteed in each of our locations. Despite that, I have offered a monetary compensation for the admittedely large down time we are currently facing in Australia.
My post earlier is no way a way to wash our hands clean, we realize this has lasted a long time (around 24hours at time of writing, not 2 days) and our local technicians are doing everything they can to bring your server back up.

We appreciate your patience in the mean time, and rest assured that we are, once again, doing everything in our power to press the DC for faster resolution.
Posted by OneProvider, 07-09-2013, 11:19 PM
*Please note that while this is not currently the case, we are currently working on our next Panel release, which will include active monitoring of all our servers, which will provide much faster and pro-active responses to server outages.
Posted by Spirit, 07-10-2013, 07:57 AM

Quote:

That's the problem - our servers are self-managed, if you do not advise us that something is wrong, you cannot blame us for that 12hour down time.

That's the strangest argument I ever heard considering that host node is down and not just my VPS. Server downtimes, network downtimes, etc.. have nothing to do with self management. If you don't have monitoring in place for your host nodes and you don't know that one of your servers or complete network is down till clients start to send tickets and you read them ~8hours later.. then there's something terribly wrong and 20 hours of downtime without your acknowledge don't surprise me anymore.

Quote:

As I mentioned, our servers are self-managed, so there is no active monitoring done, yet*.

I don't have access to manage your server and network. Every semi-decent host will find out that one of their machines isn't online in minutes, start to work on this and send out notification tickets to clients unless you invented new definition of self-management which include management of host node machine, network and direct communication with datacenter you host machine.
YES, I CAN MANAGE MY VPS BUT ONLY WHEN YOUR SERVER IS ONLINE. VPS self management in hosting industry don't cover host node issues and network outages. This is something you should monitor, start to work on it immediately and notify your clients what's about. That's your responsability not mine and you fail here. Which part of this sentence is too hard to understand?

Quote:

VPS are actually not part of our SLA, which states how much up time is guaranteed in each of our locations. Despite that, I have offered a monetary compensation for the admittedely large down time we are currently facing in Australia.

No you did not. I have only one closed ticket with useless "We are currently investigating the issue and will get back to you shortly on this matter" since yesterday. Beside that I don't care for your SLA, I just want machine back and someone to give some basic answers. And yes it's sort of sad that I need to look for informations through this forum instead ticket.

So after two days of downtime, can you answer me two SIMPLE questions:
- reason for outage?
- ETA when servers will be back online?
Posted by OneProvider, 07-10-2013, 12:48 PM
Dear sir,

I only just came in and made an announcement on our panel. To answer your questions,
The outage has been confirmed as being due to a faulty drive - it has been replaced and the data is being copied onto the new disk.
A technician is working on it as we speak, but has not provided a definite ETA.

More information is available on the panel and will be sent to you in your open ticket.
The monetary compensation has been mentioned in my previous message, but not yet applied - it will be issued once the issue is fixed, in relation to how long it will have lasted overall. Rest assured that I've made clear to the billing staff to issue a considerable refund, as this is a very long downtime.

Thank you again for your patience,
Posted by Spirit, 07-11-2013, 10:08 AM
Update. After 3 days of downtime still no progress.

Déjà vu - only 3 months after Italian OneProvider host node with all cutomers data permanently vanished we're again in same situation I am afraid.
Posted by OneProvider, 07-11-2013, 01:01 PM

Quote:

Originally Posted by Spirit

Update. After 3 days of downtime still no progress.

Déjà vu - only 3 months after Italian OneProvider host node with all cutomers data permanently vanished we're again in same situation I am afraid.

Update - all nodes are up and a ~3months credit has been provided. Thank you for your patience while we were coordinating with our technicians in Australia to get the disk swapped and the reinstalls done.