Liquidweb, what is going on with them?

Portal Home > Knowledgebase > Industry Announcements > Web Hosting Main Forums > Providers and Network Outages and Updates > Liquidweb, what is going on with them?

Posted by DjiXas, 05-23-2013, 07:13 AM
Been down two times this month already, including today.

So much of the 100% uptime claim.

Any ideas why their network suddenly became garbage?
Posted by ishan, 05-23-2013, 08:11 AM

Quote:

Originally Posted by DjiXas

Been down two times this month already, including today.

So much of the 100% uptime claim.

Any ideas why their network suddenly became garbage?

+1 . They keep blaming an external provider , as they are not entirely down only traffic from one route is down.

Last response -

Quote:

From what I have been informed, our provider for external access had an issue
with network convergence, which meant increased latency [Longer time for
network packets to move back and forth] and packet loss [Packets of
information just being dropped as they were not being received]. This in turn
gave a number of people and services beyond our network as 'Our server is
down', when it was the connection between, and not the server itself.

Posted by DjiXas, 05-23-2013, 09:37 AM
Same response here, shifting the blame

Quote:

Hello,This wasn't an outage on our end, it was an issue with Global Crossing outside of our network. We have no control over the routers outside of our network.
While you may not have been able to hit your website during that time, sites were up and still serving content to about 90% of the world.

Does anyone else also experience "micro downtimes"? I had like 3 this month alone where sites lw network would die for ~20-30 seconds, then continue working fine again (same via proxy).
Posted by Daniel B, 05-23-2013, 09:40 AM
Have you contacted LiquidWeb directly about these downtimes? They are normally very good at honoring their Network SLA...

Everyone, even liquidweb, has issues at times...that is what their SLA is for.
Posted by DjiXas, 05-23-2013, 09:41 AM

Quote:

Originally Posted by Daniel B

Have you contacted LiquidWeb directly about these downtimes? They are normally very good at honoring their Network SLA...

Everyone, even liquidweb, has issues at times...that is what their SLA is for.

They did not offer any compensation if that's what you ask, I had to ask when sites died first time and yep, they credited me with ~70 cents... Yeah, I'd rather just have my sites working.

Did not even bother asking them second or third time.
Posted by LiquidWebTravis, 05-23-2013, 10:09 AM

Quote:

Originally Posted by DjiXas

Been down two times this month already, including today.

So much of the 100% uptime claim.

Any ideas why their network suddenly became garbage?

What is your ticket number so that we can look into this?
Posted by Daniel B, 05-23-2013, 10:09 AM

Quote:

Originally Posted by DjiXas

They did not offer any compensation if that's what you ask, I had to ask when sites died first time and yep, they credited me with ~70 cents... Yeah, I'd rather just have my sites working.

Did not even bother asking them second or third time.

Having to ask for SLA compensation is a pretty standard feature of the industry .

I certainly agree though that I'd rather keep my sites up than get a tiny compensation (though it is inline with the SLA you agreed upon when you signed up).

Would certainly be interested in hearing from LiquidWeb on what the complete story behind the network issue was

(though I've never experienced the small micro losses you mentioned, I don't currently have service with them to check on that, was a client for over 3 years before).
Posted by DjiXas, 05-23-2013, 10:24 AM

Quote:

Originally Posted by LiquidWebTravis

What is your ticket number so that we can look into this?

3803129

Quote:

Originally Posted by Daniel B

Having to ask for SLA compensation is a pretty standard feature of the industry .

I certainly agree though that I'd rather keep my sites up than get a tiny compensation (though it is inline with the SLA you agreed upon when you signed up).

Would certainly be interested in hearing from LiquidWeb on what the complete story behind the network issue was

(though I've never experienced the small micro losses you mentioned, I don't currently have service with them to check on that, was a client for over 3 years before).

I am fine with asking although since it's only 70 cents, I feel like a beggar, ha! It's just a matter of principle anyway rather than the money itself.

I've been with them for 5 years, don't remember this kind of downtime in a long time, last one was one time occurrence ~9-12 months ago (1 h downtime) and then ~3 years ago.
Posted by MNCHOST - Chris, 05-23-2013, 10:28 AM
For how many hours your site/server down ?
Posted by DjiXas, 05-23-2013, 10:37 AM

Quote:

Originally Posted by Mnchost

For how many hours your site/server down ?

15 minutes first time (measured) and ~5+ minutes this time, did not measure, excluding micro downtimes.

I host clients so for every complain that I send to LW due to downtime, I get 10.
Posted by Host4Geeks-Kushal, 05-23-2013, 10:38 AM

Quote:

Originally Posted by Mnchost

For how many hours your site/server down ?

He said:

Quote:

I had like 3 this month alone where sites lw network would die for ~20-30 seconds, then continue working fine again (same via proxy).

/10 chars
Posted by DjiXas, 05-23-2013, 11:07 AM
Well, I just got a call from LW and the situation was explained properly, did not know that the first downtime was due to a cut off pipe during construction.

In any case, the credit was issued and situation is now clear. Thanks for your call.
Posted by ZellaMiller, 05-23-2013, 11:46 AM
Actually the load on their server is much higher than the expectation and the server is loaded to much i think they should get some more power in it to stable it.
Posted by MNCHOST - Chris, 05-23-2013, 12:34 PM

Quote:

Originally Posted by Host4Geeks-Kushal

He said:

/10 chars

I asked for recent downtime intervals and op replied the same .

Thanks
Posted by MonitorHost, 05-23-2013, 01:37 PM
Any company that offers 100% uptime is just stupid in my opinion. They cannot guarantee such silly claims.
Posted by MACscr, 05-24-2013, 02:01 AM

Quote:

Originally Posted by MonitorHost

Any company that offers 100% uptime is just stupid in my opinion. They cannot guarantee such silly claims.

Hence why its called an 100% uptime SLA.
Posted by helpman, 05-24-2013, 02:52 AM

Quote:

Originally Posted by MACscr

Hence why its called an 100% uptime SLA.

You caught it detective.I agree that is why SLA is 100 uptime,it may not indicate the actual uptime.Another marketing term like unlimited

Quote:

Originally Posted by DjiXas

15 minutes first time (measured) and ~5+ minutes this time, did not measure, excluding micro downtimes.

This small downtime I believe is acceptable,as I have found liquidweb to be very reliable than other hosts