Servint server down for 12 hours and still down

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Posted by aarkay777, 06-30-2011, 02:16 PM
Hello Guys

I have a dedicated server with Servint for the last few years. Am actually hoping that loyalty will matter.

However, my server has been going up and down for the last 12 hours now and is still down at the time of writing this post. Lost a lot of business today.

Servint Tier-1 guys initially ran FSCK and updated the Kernel but the server kept going down. After 6 hours of this, the ticket was escalated to Tier 2. For the next 6 hours there was no response from Tier 2 as to what the problem was or what was being done to resolve it.

Several phone calls and messages later, the ticket was escalated to Level 3. Tier-3 confirmed a few hours ago that my server hardware has gone bad and the hard disks are not doing too well. Upon asking Tier 3 if a replacement would be better than moving data around from one disk to another on my server, there has been complete silence for quite some time.

For 12 hours they have only been rebooting the server. It goes up and then down again. My business has suffered terribly.

As written at the link below:
http://www.servint.net/sla.php

"In the event of hardware failure, ServInt will provide replacement within two hours of identification of the failure."

Is this true? Do you guys think that a well known company like Servint will honour its SLA and do the needful or will they use technical excuses?

What about support - do you think that Servint will proactively help solve my issue or is their support level not really what it used to be?

Your comments and past experience with Hardware SLAs and good companies that honour them will help.
Posted by aarkay777, 06-30-2011, 10:49 PM
The good news is that Servint started working on a replacement server. The bad news is that the replacement server is not online yet and it has been total 22 hours since my server starting having issues.

How a host handles a crisis is the benchmark test. Am keeping my fingers crossed and hope I have some good and positive comments to write soon.
Posted by layer0, 06-30-2011, 11:01 PM
It has been a while, but based on my past dealings with ServInt, I do believe that they will make this right for you. Contact Christian Dawson if you can - he's a good guy there, should be able to ease your concerns. Hope your server is back online soon.
Posted by aarkay777, 07-01-2011, 02:50 AM
Any mail ID or number for Christian Dawson?
Posted by aarkay777, 07-02-2011, 09:44 AM
Servint has provided me with a replacement server till the new one I purchased from them arrives after a few days. It took around 24 more hours to sync data from old server to new server and bring it online, but my websites are not going up and down now anymore.

Servint network and Tier-1 support has been solid in the past. I know that Tier-2 and Tier-3 people usually have heavy workload but I hope that reputed companies handle crises that need higher support levels much more quickly.

Moderator - I am the original poster of this thread and request you to delete the same.

Reason: Servint has a solid reputation and I do not wish to tarnish it. My queries were regarding possible SLA value and crisis handling approach. Do not want a reader to be misled as the entire technical issue of this particular problem and subsequent happenings have not been fully detailed here.
Posted by layer0, 07-02-2011, 12:18 PM

Quote:

Originally Posted by aarkay777

Any mail ID or number for Christian Dawson?

You can try: dawson [at] servint [dot] com

(posted like this to prevent spam)