OneProvider (IT location) down 8+ hours and counting

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Posted by Spirit, 04-02-2013, 09:02 AM
It seems like OneProvider IT location is down 8+ hours already and no one in office (if they have any...) to work on this issue.

Another provider who falsely advertise great "cloud" infrastructure, 24/7 support, etc.. and then vanish when issues arise.
Posted by Spirit, 04-02-2013, 09:12 AM
Update. Just recieved reply. More or less useless...

Quote:

...I have taken note of your request and directed it to the appropriate department for a faster reply by the morning team, within our regular hours.

So much about solving high priority issues - what server downtime for sure is.
Posted by OneProvider, 04-02-2013, 12:50 PM
Dear sir,

Your ticket was answered within one hour of your submission, despite being outside of the peak hours - as explained on our SLA. The agent that replied informed you that the issue was relayed upwards, and contacted the DC immediately to press for a resolve. Shortly after, another agent informed you of the cause of the issue and provided an ETA for resolve.
Your ticket is being followed still and will of course be updated as soon as we get confirmation for fix. You will then be entitled to a partial refund, once again as per our SLA.

Thank you for our patience and understanding.
Posted by Spirit, 04-02-2013, 01:19 PM
Huh? Shortly? It seems like we have different definition about term "shortly" when it come to as it seems soon whole day of downtime.

After 6 hours of downtime I opened support ticket to ask what's about. Around 2 hours later I recieved response that ticket is redirected to proper department to get reply when somene will wake up. Completely useless response when server is down, do you agree?
And then few hours later (shortly - you said) I got "there is currently a network outage in Milan" confirmation from proper department... Sorry, but to recieve downtime acknowledgement 10 hours after things went down isn't really short timespan.

Don't get me wrong, I am not complaining - I just wanted to clarify this "shortly" which makes me look like impatient client which is not the case when things are hours and hours down and client need to almost "enforce" some informative reply to know what's about. Thank you for WHT reply, tho'.
Posted by Dougy, 04-02-2013, 02:28 PM

Quote:

Originally Posted by Spirit

Huh? Shortly? It seems like we have different definition about term "shortly" when it come to as it seems soon whole day of downtime.

After 6 hours of downtime I opened support ticket to ask what's about. Around 2 hours later I recieved response that ticket is redirected to proper department to get reply when somene will wake up. Completely useless response when server is down, do you agree?
And then few hours later (shortly - you said) I got "there is currently a network outage in Milan" confirmation from proper department... Sorry, but to recieve downtime acknowledgement 10 hours after things went down isn't really short timespan.

Don't get me wrong, I am not complaining - I just wanted to clarify this "shortly" which makes me look like impatient client which is not the case when things are hours and hours down and client need to almost "enforce" some informative reply to know what's about. Thank you for WHT reply, tho'.

If you waited 6 hours to submit, then it was only 2 hours of downtime as far as the host is concerned, so don't blame the provider because you sat on your ass for those 6 hours.
Posted by Spirit, 04-02-2013, 02:30 PM

Quote:

Originally Posted by Dougy

If you waited 6 hours to submit, then it was only 2 hours of downtime as far as the host is concerned, so don't blame the provider because you sat on your ass for those 6 hours.

Hmmm... strange, because I never blamed provider for that. Where did you saw that?
Anyway, server is still down (just as notfication).

edit. beside that you're wrong. Every semi-decent host will have network monitoring in place instead depend from clients to report network outages. It's something terrible wrong with host if they found out that their Italian location is down hours and hours after I submitted ticket.
Posted by Spirit, 04-02-2013, 02:46 PM
Anyway, as I got response from @OneProvider finally and we know what's about now lets stick with that and hope that service will be online today.
Posted by OneProvider, 04-03-2013, 02:20 PM
Dear sir,

As per the ticket response just sent to you, we have a series of inexcusable issues in this specific location. This is a very unusual event, to the point that we have downgraded this location from Tier 1 to Tier 4, something that has never happened before. It gives you an idea on the severity, and rarity of this type of event.

A full refund has been offered by the billing department, or a 3 month credit for a free VPS node in the location of your choice - excluding Milan for now until we can find a viable replacement (should take a few days at most)

Thank you for your patience and understanding.
Posted by Spirit, 04-03-2013, 04:06 PM
Host node with all cutomers data permanently vanished. Ouch...

Thread can be closed.