All servers at SnelServer [Snel IS] and their site is down

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Posted by p2prockz, 11-12-2012, 12:28 AM
Hello, All our servers and their site http://snelpanel.com and http://www.snelserver.com/ seems to be down.

I checked the noc at http://www.snelnoc.com/
Do not see any scheduled maintenance or a twitter update from them.

Can some one try and see if they are completely down?
Posted by shovenose, 11-12-2012, 12:30 AM
This doesn't look good:
http://stats.pingdom.com/klagob5ywgad
Posted by gargouri2001, 11-12-2012, 12:30 AM
Hello

Snelserver is down , and as always their site is down too , so no one to contact
anyone have any idea what is going there ???
Posted by gargouri2001, 11-12-2012, 12:33 AM
as always they go down with their site too , so no one to contact , for me it i stupid idea to have their site hosted in same network , so no one can contact their host support if they fail
Posted by p2prockz, 11-12-2012, 12:35 AM

Quote:

Originally Posted by gargouri2001

as always they go down with their site too , so no one to contact , for me it i stupid idea to have their site hosted in same network , so no one can contact their host support if they fail

That is true. Last time something like this happens I called them and the operator refused to patch me without a token #? Seriously that is messed up, so now I d o not want to call them because of that! I know it will be useless like the last time.
Posted by gargouri2001, 11-12-2012, 12:37 AM
same here after phone call , need some unknown token and their site is down , no where to get the f*** token
Posted by p2prockz, 11-12-2012, 12:39 AM
Just told them no where to get the site down and there is no where to get a 'token' said that is too bad and he is sorry but can not patch to a technician or server manager.
Posted by gargouri2001, 11-12-2012, 12:40 AM
their facebook has no information about this down time too .
Posted by p2prockz, 11-12-2012, 12:41 AM
Their twitter is at https://twitter.com/snelinternet
Can you contact them through that?
Posted by gargouri2001, 11-12-2012, 12:42 AM
nah do not have twitter
Posted by p2prockz, 11-12-2012, 12:53 AM
They have a huge 100% up time banner in their site (when it was up). Their chain of communication (the fact that web site support is hosted in same network and what is described above regarding telephone calls) suggest to me they don't really care about up-time.

46mins down I doubt if they have been notified about this yet?
Posted by gargouri2001, 11-12-2012, 12:54 AM
yes down time (and timeout) was and still the main issue with snelserver , sound like cpanel work but ultra slow now .

edit was able to post a ticket , hope some support is awake and will take care
Posted by SPINIKR-RO, 11-12-2012, 01:02 AM
Rough

There is going to be some really pissed people about this happening again.
Posted by p2prockz, 11-12-2012, 01:05 AM

Quote:

Originally Posted by gargouri2001

yes down time (and timeout) was and still the main issue with snelserver , sound like cpanel work but ultra slow now .

edit was able to post a ticket , hope some support is awake and will take care

How did you post a ticket? It is still down for us on the busiest night of the week!
Posted by gargouri2001, 11-12-2012, 01:06 AM
took me about 1000 refresh and try again to get in the site and post the ticket , still no reply so far
Posted by gargouri2001, 11-12-2012, 01:37 AM
1h:30 passed already and no sign of life , few hair left in my head
Posted by p2prockz, 11-12-2012, 02:18 AM
Until somehow we get a token from the down system they would not know about it! good luck with that!
Posted by _Brent_, 11-12-2012, 02:23 AM
Sitting here in shock losing about 100$/hour due to servers being down
Posted by p2prockz, 11-12-2012, 02:25 AM
A network issue is Understandable but a complete shutdown of all communication channels like this is NOT OK. If Snel ever reply to this thread I want to hear about how they going to change their 'TOKEN' system moving forward otherwise time to look elsewhere.
Posted by SPINIKR-RO, 11-12-2012, 02:26 AM

Quote:

Originally Posted by _Brent_

Sitting here in shock losing about 100$/hour due to servers being down

If your making almost a million dollars/year I would have peaced it it of Snel earlier this year with all the trouble they have been having.
Posted by gargouri2001, 11-12-2012, 02:27 AM
my ticket is open for over an hour , sound like nobody there
Posted by p2prockz, 11-12-2012, 02:29 AM

Quote:

Originally Posted by HC-Ro

If your making almost a million dollars/year I would have peaced it it of Snel earlier this year with all the trouble they have been having.

lol he could be having most of traffic on weekends. Have to seriously think about this now.
Posted by gargouri2001, 11-12-2012, 02:30 AM
**** better to go sleep , instead of waiting for this dead support
Posted by _Brent_, 11-12-2012, 02:32 AM

Quote:

Originally Posted by HC-Ro

If your making almost a million dollars/year I would have peaced it it of Snel earlier this year with all the trouble they have been having.

Only signed up with Snel recently. Was happy with OVH until they started blocking some of my websites without warning.
Posted by gargouri2001, 11-12-2012, 02:33 AM
In snel u have to get used to timeout and down time with no support
Posted by _Brent_, 11-12-2012, 02:34 AM

Quote:

Originally Posted by gargouri2001

In snel u have to get used to timeout and down time with no support

I'm only seeing all of these other threads of their downtimes now, not sure how they didn't come up or how I missed them while looking up their company before signing up.

1 week compensation for server renewal means nothing to me. Need my sites/servers up period...
Posted by Snelinternet, 11-12-2012, 02:36 AM
We are aware of the issue and have contacted our network provider which is currently investigating the issue.
As soon as I have more information I will update this topic.
Posted by gargouri2001, 11-12-2012, 02:38 AM
GOt reply from SNEL

Quote:

We are aware of the issue and have contacted our network provider which is currently investigating the issue. As soon as I have more information I will let you know.

Posted by DotVPS-J, 11-12-2012, 03:51 AM
Anyone tried calling ?
Posted by DotVPS-J, 11-12-2012, 03:55 AM

Quote:

Originally Posted by Snel IS

We are aware of the issue and have contacted our network provider which is currently investigating the issue.
As soon as I have more information I will update this topic.

You better have a bloody good reason for 4 hours downtime.
Posted by andrei g, 11-12-2012, 03:58 AM
This is not the 1st time when snel makes a negative impact on my business.
If i receive negative reviews in the next 24h is snel fault.

Anyone knows a reliable dedicated provider in NL ? send me a PM
Posted by lex-binary, 11-12-2012, 04:00 AM

Quote:

Originally Posted by DotVPS-J

Anyone tried calling ?

Yep. There's a girl answering there and she's "unable" to help: keep telling that we should open up a ticket on the website (despite being told several times that the site is down) or should call back later due to "support being unavailable until 9:00 due to off-hours".

Nevertheless it seems their network is back online few minutes ago. Time to fire up tickets demanding refunds/compensations for the downtime we've just had.
Posted by lex-binary, 11-12-2012, 04:47 AM
There we go again: looks like Snel network had went back down a few moments ago. Frustrating.
Posted by p2prockz, 11-12-2012, 04:49 AM

Quote:

Originally Posted by lex-binary

There we go again: looks like Snel network had went back down a few moments ago. Frustrating.

Yup down again. So many refund tickets due to this issue!
Posted by 24x7group, 11-12-2012, 05:15 AM
Not a good start in the new datacenter if you ask me. I hope they are back online very soon!
Posted by UpReseller, 11-12-2012, 06:37 AM
Wow, it seems I found a good news. All our VPS and servers was moved to another datacenter since 4-5 months ago.
Posted by kpmedia, 11-12-2012, 06:37 AM

Quote:

Originally Posted by andrei g

Anyone knows a reliable dedicated provider in NL

Leaseweb.

.
.
Posted by backtogeek, 11-12-2012, 06:43 AM
IPv6 is still down for the record, reported about an hour ago.
Posted by 24x7group, 11-12-2012, 07:07 AM
Does anyone already know an exact reason on why it was down so long?
Posted by Hostezza, 11-12-2012, 07:59 AM

Quote:

Originally Posted by 24x7group

Does anyone already know an exact reason on why it was down so long?

It's still down.
Posted by 24x7group, 11-12-2012, 08:30 AM
Their site seems to be online. Is it maybe only your server which is still offline?
Posted by backtogeek, 11-12-2012, 09:16 AM
All servers are back on line from what I can see many other people are confirming this, so it may only be your server.
Posted by Branimir-BSP, 11-12-2012, 09:28 AM
I can open their page now.
Posted by Snelinternet, 11-12-2012, 11:02 AM
We apologize for the inconvenience- We will come with a statement later this day, or tomorrow morning.

All servers should be up again and IPv6 should be working as well. Please open a support ticket when you still face problems.
Posted by mohazi, 11-12-2012, 11:11 AM
Very bad company! I don't recommend it for anyone! I try to call them via phone, but I don't get any reply! Also via chat! I have three open tickets without any reply! I have paid nearly 485USD for the server! I didn't get what I paid for! They don't respect their clients! Until now I can't use the server! they don't help them! I'm looking for an alternative, and I have made a bad choice because their website seems that you will deal with a great start up with a great stuff! I'm really disappointed! And I think that this company is a big scam!
Posted by Snelinternet, 11-12-2012, 11:21 AM
Do you have the three ticket numbers so I can check?

Which number did you call, and at what time?
Posted by mohazi, 11-12-2012, 11:29 AM
The last ticket: PGA-E8X-WDV
/support/ticket/142012/

You will find other open tickets without any reply!

I called this number: +31 88 2 088 033
I called during your working time, the live chat button in your website was green!
Posted by 24x7group, 11-12-2012, 01:31 PM

Quote:

Originally Posted by mohazi

Very bad company! I don't recommend it for anyone! I try to call them via phone, but I don't get any reply! Also via chat! I have three open tickets without any reply! I have paid nearly 485USD for the server! I didn't get what I paid for! They don't respect their clients! Until now I can't use the server! they don't help them! I'm looking for an alternative, and I have made a bad choice because their website seems that you will deal with a great start up with a great stuff! I'm really disappointed! And I think that this company is a big scam!

I'm sure they were just too busy handling all the tickets. Give their support some time to respond, I am sure you'll still receive an answer
Posted by mohazi, 11-12-2012, 02:50 PM
I don't think so! It's not the first time! They have already closed some open tickets without any reply! When you reach them via chat, they said that this a sales team not the support, then they close the chat session! The worst think, is that they have a limited time of work, and they don't work on week ends, so you will never get a response! I have worked before and I still work with unmanaged services! they are all great, not as Snel, a bulshit!
Posted by 24x7group, 11-12-2012, 05:24 PM
If their sales is online and their support isn't it's pretty normal they cannot help you.
If you are not happy about them I suggest you find a provider that suites your needs
Posted by p2prockz, 11-12-2012, 05:58 PM

Quote:

Originally Posted by 24x7group

If their sales is online and their support isn't it's pretty normal they cannot help you.
If you are not happy about them I suggest you find a provider that suites your needs

1. Need to move the support ticket from this network which goes down with everything on it.

2. Need to get ride of this ridiculous 'token' system. Their telephone reps are like zombies.

me: Can you patch me through to snel support?
Them: Do you have a token?
me: Where do I get a token?
Snel: Snel web site
me: Hmmm..web site is down! Like I told you million times now!
Snel: I can not patch you without a token
me: &^$%@^#!!
Posted by gargouri2001, 11-12-2012, 06:01 PM

Quote:

Originally Posted by p2prockz

1. Need to move the support ticket from this network which goes down with everything on it.

2. Need to get ride of this ridiculous 'token' system. Their telephone reps are like zombies.

me: Can you patch me through to snel support?
Them: Do you have a token?
me: Where do I get a token?
Snel: Snel web site
me: Hmmm..web site is down! Like I told you million times now!
Snel: I can not patch you without a token
me: &^$%@^#!!

Agreed , what the point to ask for token if it is in their site which is down , also
the idea to have support ticket system hosted in same network is bad too , who need a support if the network is fine , while when there is trouble the support is down also like all the network
Posted by mohazi, 11-12-2012, 09:18 PM
@24x7group

That exactly what I have did. I will not renew with them. Those people don't give any importance to a client. Maybe the reason that they have a lot of money

I have moved my business away from them. I'm sure that they have losing their reputation! Maybe they will soon change their name, make lot of ads, and scam people again!

So, if you have a serious business, just go with a serious provider

Regards,
Posted by kelso, 11-12-2012, 11:22 PM

Quote:

Originally Posted by mohazi

@24x7group

That exactly what I have did. I will not renew with them. Those people don't give any importance to a client. Maybe the reason that they have a lot of money

I have moved my business away from them. I'm sure that they have losing their reputation! Maybe they will soon change their name, make lot of ads, and scam people again!

So, if you have a serious business, just go with a serious provider

Regards,

They have no reputation to loose anymore, they said last time when there were outages that it was the fault of their ISP, they changed data center causing a downtime even more longer than usual timeouts, they affirmed that all issues were resolved by moving to new one, they never explained what happened and what was the issue.
I'm sure that the explanation (if there will be) will be the usual BS
They are cheaper than others hosting, had a good hardware but they had serious problems with network and specially with communication.
Customers should sign a petition to let SNEL change way of working and technical support
Posted by Snelinternet, 11-15-2012, 06:39 AM
We apologize for the delays with the tickets, as you may understand we had a lot of open tickets on Monday.
All outstanding tickets have already been answered and 12 days of SLA credit has been applied to all servers.

For your information, here is our statement regarding the outage:

Quote:

Yesterday we had a network outage starting at 05:03 CET till 10:22 CET. The cause of this downtime was a customer who was sending out a multicast broadcast. Despite having several features enabled on our switches to prevent loops, it did not stop this broadcast from reaching the core of the network and also causing problems at our upstream provider.

At the core a protocol is used to provide the redundant gateway (VRRP), this protocol relies on multicast packets being able to reach the master/slave router. Because of the broadcast storm these packages were not being received which resulted in a constant link flap at the core of the network. These link flaps resulted in a complete network outage.

The server causing this problems has been removed from the network at 10:00 CET, after both us and the upstream provider had confirmed the network was stable they have enabled our uplinks after which all equipment came back online.

We are very sorry for any inconvenience caused by this issue and have opened a case at Brocade technical support to see which features we can implement to prevent a broadcast storm in the future.

Because of this downtime we have automatically applied an SLA credit for all our customers.
The SLA credit is 40%, which converts in 12 days being added to your server(s) expiry date.

Posted by andrei g, 11-15-2012, 06:52 AM
As I said on facebook... 1 client compromised your network for 5 hours? why have you not disconected the abusive client in the 1st hour?

Quote:

Originally Posted by Snel IS

We apologize for the delays with the tickets, as you may understand we had a lot of open tickets on Monday.
All outstanding tickets have already been answered and 12 days of SLA credit has been applied to all servers.

For your information, here is our statement regarding the outage:

Posted by p2prockz, 11-15-2012, 11:39 AM

Quote:

Originally Posted by Snel IS

We apologize for the delays with the tickets, as you may understand we had a lot of open tickets on Monday.
All outstanding tickets have already been answered and 12 days of SLA credit has been applied to all servers.

For your information, here is our statement regarding the outage:

Hi Snel,

Can you please address this Token issue?
Also would you consider separating support ticket system, away from your current network?

I think most of the frustration comes from the fact that people could not notify you during the outage. Also you only realize the outage and acknowledge it after several hours.
Posted by DotVPS-J, 11-15-2012, 11:42 AM

Quote:

Originally Posted by p2prockz

Hi Snel,

Can you please address this Token issue?
Also would you consider separating support ticket system, away from your current network?

I think most of the frustration comes from the fact that people could not notify you during the outage. Also you only realize the outage and acknowledge it after several hours.

I don't think they should move the system away from the network as the sales/billing/support hours are only 9-5 but I do think they should have it so that when it goes down it redirects to snelnoc.com.

As they work 9-5 my guess is most staff would be asleep at the 5AM when the issue started?

However Snel I guess we are back with the UK Call center saying we only accept support issues 9-5 by the phone instead of it going directly to an engineer?
Posted by p2prockz, 11-15-2012, 11:47 AM

Quote:

Originally Posted by DotVPS-J

I don't think they should move the system away from the network as the sales/billing/support hours are only 9-5 but I do think they should have it so that when it goes down it redirects to snelnoc.com.

As they work 9-5 my guess is most staff would be asleep at the 5AM when the issue started?

However Snel I guess we are back with the UK Call center saying we only accept support issues 9-5 by the phone instead of it going directly to an engineer?

How can you guarantee a 100% up-time (SnelServer Home page big banner!) if you do not have some one looking after your network during all shifts?
Posted by DotVPS-J, 11-15-2012, 11:51 AM

Quote:

Originally Posted by p2prockz

How can you guarantee a 100% up-time (SnelServer Home page big banner!) if you do not have some one looking after your network during all shifts?

By not having a client going ape with multicast broadcast packets?

It's not really Snel's fault.

The power issue was it should of been checked prior to leaving on sunday morning of the move.
Posted by n!ghtmare, 11-15-2012, 11:57 AM

Quote:

Originally Posted by DotVPS-J

By not having a client going ape with multicast broadcast packets?

It's not really Snel's fault.

The power issue was it should of been checked prior to leaving on sunday morning of the move.

Of course it is their fault. Proper network configuration would have prevented this from ever happening in the first place.
Posted by DotVPS-J, 11-15-2012, 11:58 AM

Quote:

Originally Posted by n!ghtmare

Of course it is their fault. Proper network configuration would have prevented this from ever happening in the first place.

They claimed it wasn't their fault:

Quote:

We are very sorry for any inconvenience caused by this issue and have opened a case at Brocade technical support to see which features we can implement to prevent a broadcast storm in the future.

Posted by n!ghtmare, 11-15-2012, 11:59 AM

Quote:

Originally Posted by DotVPS-J

They claimed it wasn't their fault:

So they are saying that they didn't know how to configure their routers to prevent this from happening. It's still their fault. If someone DDoSed them and everything went down, it would still be their fault. Their network, their responsibility.
Posted by DotVPS-J, 11-15-2012, 12:01 PM

Quote:

Originally Posted by n!ghtmare

So they are saying that they didn't know how to configure their routers to prevent this from happening. It's still their fault. If someone DDoSed them and everything went down, it would still be their fault. Their network, their responsibility.

I guess You and I see things from different angles then.
Posted by p2prockz, 11-15-2012, 12:13 PM

Quote:

Originally Posted by DotVPS-J

By not having a client going ape with multicast broadcast packets?

It's not really Snel's fault.

The power issue was it should of been checked prior to leaving on sunday morning of the move.

Are you out of your mind? They have a 100% up-time guarantee in their web site and big banners claiming time is money! You tell me that not realizing their network is down for 5 hrs is not their fault?

Also I do't recall you pulling your hair during the outage on this thread why the hell are you insulting all the victims here now? If you had no issues with this downtime move onto another thread and stop being a jerk to people who are trying to resolve this matter!

EDIT: I see you were effected by this so I correct myself. I still dont get why you would say it is not their fault? What is not their fault? Failing to detect the issue or issue it self?
Posted by DotVPS-J, 11-15-2012, 10:23 PM

Quote:

Originally Posted by p2prockz

Are you out of your mind? They have a 100% up-time guarantee in their web site and big banners claiming time is money! You tell me that not realizing their network is down for 5 hrs is not their fault?

Also I do't recall you pulling your hair during the outage on this thread why the hell are you insulting all the victims here now? If you had no issues with this downtime move onto another thread and stop being a jerk to people who are trying to resolve this matter!

EDIT: I see you were effected by this so I correct myself. I still dont get why you would say it is not their fault? What is not their fault? Failing to detect the issue or issue it self?

When being with a different provider for a few months you get to know how sitting in the dark feels... Snel is much better than my previous provider.

I feel Snel offer a great service for a great price that's how I don't see it being there fault.
Posted by p2prockz, 11-16-2012, 12:32 AM

Quote:

Originally Posted by DotVPS-J

When being with a different provider for a few months you get to know how sitting in the dark feels... Snel is much better than my previous provider.

I feel Snel offer a great service for a great price that's how I don't see it being there fault.

Lol are you paid by snel to post here?
We all sat in the dark for 5 hours, may be you have some really short memory issues.

You have moved this conversation off topic. So let's not get into your personal experience with your previous provider which I don't give a damn about. I pay for Snel, not you or your previous provider.

back to topic. Snel, what do you think of the suggestions that came out of this thread, please comment.

1. Can you please address this Token issue?
2. Also would you consider separating support ticket system, away from your current network? (there was multiple instances of all your sites going down in the past)
Posted by gargouri2001, 11-16-2012, 12:36 AM

Quote:

1. Can you please address this Token issue?
2. Also would you consider separating support ticket system, away from your current network? (there was multiple instances of all your sites going down in the past)

i was asking for that over a year already no luck
Posted by RobertJP, 11-16-2012, 05:48 AM
Perhaps Snel network was not built to take in large DDoS attacks, this is an outage that can happen at any company if the amount of attacks exceed theyr total bandwith capacity.
What you guys shoud think about is also how this impacts theyr business, is not like they planned this.
I am sure in the future they will consider backup routes.
Posted by 24x7group, 11-16-2012, 06:22 AM
Snel is using the I3D network, so the only ones that should be blamed for this is them.
It's certainly not SNEL's fault that all was down, the network is in the hands of another party so they should be blamed for
Posted by interactive3d, 11-16-2012, 11:37 AM

Quote:

Originally Posted by 24x7group

Snel is using the I3D network, so the only ones that should be blamed for this is them.
It's certainly not SNEL's fault that all was down, the network is in the hands of another party so they should be blamed for

You seem to have very little technical knowledge. It is a similar story as with your network and the many global layer outages/ downtimes in the past. When you run your own layer 3 network, you can (should) run independent of any upstream provider. Blaming an upstream provider for your own mistakes.. is something Snel IS did not do, but you do.

Remember when your company Global layer was running a layer 3 network on Brocade Turbo Irons and there were days of outages in your network? You did tell people this was caused by your upstream provider while in fact, it was your own poor judgement on network hardware, or lack of knowledge. The latter is not bad as long as you educate yourself or have knowledgeable staff to assist with design, deployment and management of your network.

This is a quote taken from your website:

Quote:

Global Layer has helped me out with the complicated stuff I used to worry about. Not anymore. All I know is that my business is running smoothly, thanks to Global Layer.
Jelle Maes
Instant Dedicated

Global Layer = Serverboost = Instant Dedicated = same one person company
You are recommending your own company for managing your own network you used to worry about. In the advertisement section your advertise with a network connected to many carriers and exchanges points, in fact it is single homed.

You ought to be the last person to attack Snel IS on their network.
Shame on you.
Posted by Snelinternet, 11-16-2012, 11:48 AM
I would like to confirm i3D was not responsible for this issue and actually helped us find and remove the abusive customer.
Posted by 24x7group, 11-16-2012, 11:55 AM

Quote:

Originally Posted by Snel IS

I would like to confirm i3D was not responsible for this issue and actually helped us find and remove the abusive customer.

Good to hear, but why they needed 5 hours for that?
Posted by andrei g, 11-16-2012, 12:11 PM

Quote:

Originally Posted by 24x7group

Good to hear, but why they needed 5 hours for that?

they were sleeping?
Posted by p2prockz, 11-16-2012, 12:17 PM
To be honest anyone in this business have had outages and technical issues. That is expected!

People in this thread can forgive snel or their upstream provider because these things happen. However, you need to learn from your mistakes. Doing same mistakes over and over is not acceptable!

1. This is not the first time your support tickets ystem was down with the rest of your point of contacts

2. This is not the first time I was on phone with your support and they have refused to patch me through to an engineer because I can not get a token from the down site!

You must address these points moving forward.
I have had my fair share of network outages and other disasters but I always take time to reflect on those and write down what could I have done to prevent them.

I think snel even did not know about this outage (We were following your twitter and facebook for an update) until 5 hrs into it. So what needs fixing is not ddos or other normal outage causes. You need to fix your alert systems and communication channels!!!
Posted by Snelinternet, 11-16-2012, 01:01 PM
Dear All,

Unfortunately, this has been a rough couple months for SnelServer with many struggles and we were not able to keep our promises in regards to our network issues. Although it does not justify our mistake, we have had several meetings where we have discussed all the issues we had in the past months in order to prevent any future issues. We also would like to emphasize that we take your comments seriously, we have discussed all your comments, feedback and complaints.

As for the false comments about us offering 100% uptime, you can see on our website and all of our adds that we offer 99,9% uptime guarantee. In case we are not able to achieve this our customers can claim SLA credits, with this outage we have applied the SLA credits automaticaly to all our customers. As for your other comments about the token issue, we are also working to solve this issue permanently. Furthermore, there were also comments about lack of communication, we have been always clear about the way we communicate. We always ask our customers to open a support ticket for all support related matters and not to approach us via social media, webhostingtalk.com or other forums.

During the day of outage we have responded on every support ticket. However, we were not able to give a quick response because of the network issues we were dealing with. Once again, we sincerely apologies fot the past months, we will work hard to prove our selves and not to disappoint you again. Should you have any comments regarding this post please send an email to suppor@snelserver.com or open a ticket.
Posted by p2prockz, 11-16-2012, 01:06 PM

Quote:

Originally Posted by Snel IS

Dear All,

Unfortunately, this has been a rough couple months for SnelServer with many struggles and we were not able to keep our promises in regards to our network issues. Although it does not justify our mistake, we have had several meetings where we have discussed all the issues we had in the past months in order to prevent any future issues. We also would like to emphasize that we take your comments seriously, we have discussed all your comments, feedback and complaints.

As for the false comments about us offering 100% uptime, you can see on our website and all of our adds that we offer 99,9% uptime guarantee. In case we are not able to achieve this our customers can claim SLA credits, with this outage we have applied the SLA credits automaticaly to all our customers. As for your other comments about the token issue, we are also working to solve this issue permanently. Furthermore, there were also comments about lack of communication, we have been always clear about the way we communicate. We always ask our customers to open a support ticket for all support related matters and not to approach us via social media, webhostingtalk.com or other forums.

During the day of outage we have responded on every support ticket. However, we were not able to give a quick response because of the network issues we were dealing with. Once again, we sincerely apologies fot the past months, we will work hard to prove our selves and not to disappoint you again. Should you have any comments regarding this post please send an email to suppor@snelserver.com or open a ticket.

Snel, I hope you have conveyed the suggestions posted in this thread in your meetings. And hopefully you can get this communication channels fixed.I think you made the right move by moving to a better DC and we should have less issues moving forward.

All what we are suggesting is that we need better way to communicate when there is a downtime (which there will be for any provider)

good luck.
Posted by gargouri2001, 11-16-2012, 09:04 PM

Quote:

We always ask our customers to open a support ticket for all support related matters and not to approach us via social media, webhostingtalk.com or other forums.

Could u please explain how this is possible ???
Usually when we have some timeout in our server or full down time your site is down too , how can we send a ticket if your support site do not work ???
2- when there is down time your site is down too , i can't login to check the token , so no support over ticket system , no support over phone no support from social network , what we should do ??
Posted by Snelinternet, 11-18-2012, 08:55 AM
Hi,

As we have explained in our previous post, we are working on resolving the issue with the tokens permanently. The remark about support tickets is regarding all the WHT/social media posts after we were back online, not the ones during the downtime. During downtime you should be able to send an email to support@snelserver.com. We admit there are points to improve when it comes to communication, we are aware of this and it is something we definitely will work on. We hope that we have answered all your questions.

Best Regards,
SnelServer team
Posted by gargouri2001, 11-18-2012, 12:17 PM

Quote:

Originally Posted by Snel IS

Hi,

During downtime you should be able to send an email to support@snelserver.com.

So when snelserver.com is down , the email support@snelserver.com will work ???
Posted by DotVPS-J, 11-18-2012, 12:19 PM

Quote:

Originally Posted by gargouri2001

So when snelserver.com is down , the email support@snelserver.com will work ???

Yup they use googleapps.

snelserver.com MX 1 hour 10 aspmx.l.google.com
snelserver.com MX 1 hour 20 alt2.aspmx.l.google.com
snelserver.com MX 1 hour 20 alt1.aspmx.l.google.com
snelserver.com MX 1 hour 30 aspmx5.googlemail.com
snelserver.com MX 1 hour 30 aspmx4.googlemail.com
snelserver.com MX 1 hour 30 aspmx3.googlemail.com
snelserver.com MX 1 hour 30 aspmx2.googlemail.com
Posted by kelso, 12-09-2012, 09:43 PM
Snel is worse and worse, it's become even worse than what it was before migration
Posted by DotVPS-J, 12-09-2012, 10:00 PM

Quote:

Originally Posted by kelso

Snel is worse and worse, it's become even worse than what it was before migration

I agree partly but not fully.

The only issue's I have had since the move are:

Going over maintenance window by ~2 hours. So much for being planned for months[the move]
Power cut - So much for being planned for months[the move]...
Broadcast Storm - Could of been resolved quicker but could of happened to anyone.
Posted by kelso, 12-09-2012, 10:05 PM

Quote:

Originally Posted by DotVPS-J

I agree partly but not fully.

The only issue's I have had since the move are:

Going over maintenance window by ~2 hours. So much for being planned for months[the move]
Power cut - So much for being planned for months[the move]...
Broadcast Storm - Could of been resolved quicker but could of happened to anyone.

Are you sure that you are monitoring your/s server/s ?
I'm talking about the timeouts so frequent, even more frequent than it was before
Posted by DotVPS-J, 12-09-2012, 10:07 PM

Quote:

Originally Posted by kelso

Are you sure that you are monitoring your/s server/s ?
I'm talking about the timeouts so frequent, even more frequent than it was before

I sure am , the only downtime's I've seen are the ones documented.

Which Switch are you on? - http://stats.pingdom.com/klagob5ywgad

Switch #1 has had a lot of issues but I am on Switch #9 so wouldn't see an issue if you have a server on Switch 1.
Posted by kelso, 12-09-2012, 10:13 PM

Quote:

Originally Posted by DotVPS-J

I sure am , the only downtime's I've seen are the ones documented.

Which Switch are you on?

Switch #1 has had a lot of issues but I am on Switch #9 so wouldn't see an issue if you have a server on Switch 1.

Am i talking about switch here ? And hat is the difference ? Switch 1 or switch 84673563
i'm commenting and giving a review about my experience with this service hosting, if you are not having issues this don't mean others don't have it (if you don't see issues too)
If you are happy with their service then good luck
You think i have nothing to do and invent those stories ? this **** pissed me off already
Posted by DotVPS-J, 12-09-2012, 10:24 PM

Quote:

Originally Posted by kelso

Am i talking about switch here ? And hat is the difference ? Switch 1 or switch 84673563
i'm commenting and giving a review about my experience with this service hosting, if you are not having issues this don't mean others don't have it (if you don't see issues too)
If you are happy with their service then good luck
You think i have nothing to do and invent those stories ? this **** pissed me off already

No you are talking about an issue you are having therefore it could be related to Switch 1 Dying?

You are commenting and giving a review yes I agree.

If i don't have an issue then it's not Snel as a whole and probably limited to 48 People on that switch. [Don't quote me on this I think they use 48 port switches?]

I am happy with it and thanks for the good luck.

I don't you tell me.