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SecuredServers - More downtime!

Posted by Henry1975, 03-04-2012, 12:02 PM
Hey, Anyone else getting another dose of SecuredServers downtime? I think it may be time to talk to my boss to have our servers moved... I love how it's been promises since February that the network would be fixed, and that there would be _No_ more downtime going forward.... SS has a F- in my books for reliability.
Posted by JordanJ, 03-04-2012, 12:11 PM
Henry, I just got off the phone with our NOC and we are not having any network problems at this time. Please let me know your ticket number so we can look into why you may be having problems. As per the network being fixed we migrated all clients (with the exception of about 50 total servers that still need to get moved) to a fully redundant 10 gig network on brand spanking new (not refurb or second hand) network. Please let me know the ticket number so we can look into why you may not be able to connect to your server.
Posted by Henry1975, 03-04-2012, 12:34 PM
Jordon, Don't patronize me... I called your support line an hour ago and they CONFIRMED network issues and couldn't give me an ETA for a fix. 1 <1 ms <1 ms <1 ms 192.168.0.1 2 10 ms 11 ms 11 ms 96.120.59.5 3 15 ms 8 ms 12 ms te-7-2-ur02.pimaco.az.pima.comcast.net [69.139.177.133] 4 21 ms 18 ms 10 ms te-8-1-ar02.pimaco.az.pima.comcast.net [68.87.172.5] 5 23 ms 22 ms 21 ms te-0-0-0-5-cr01.losangeles.ca.ibone.comcast.net [68.86.95.101] 6 23 ms 25 ms 22 ms pos-0-1-0-0-pe01.600wseventh.ca.ibone.comcast.net [68.86.86.62] 7 83 ms 20 ms 26 ms 66.208.228.138 8 29 ms 33 ms 38 ms e2-1.r1.ph.hwng.net [209.197.0.22] 9 33 ms 30 ms 33 ms cwie-1.ph.hwng.net [69.16.190.250] 10 * 33 ms * po5.bb2.cwie.10.2.phx0.cwie.net [64.38.200.5] 11 * * * Request timed out. 12 * * * Request timed out. Don't try to tell me that the traceroute above is indicative of a configuration end on my server. It's not. The network move was supposed to be complete last month, but what happened last month with all the downtime due to the DDoS attacks that your new hardware was supposed to mitigate without any downtime? I'm tired of excuses... Tired of getting paged at 5:00 AM to deal with theses issues... I'd have issues recommending your services to even my rivals. I've had to disable my uptime monitors to prevent my phone from being spammed all night and day. You guys either need to get your network straight, or pull the plug on new clients. Bringing in new clients while you continue to have these horrendous ongoing growing pains and abysmal network issues is reckless and a disservice to your new clients.
Posted by Kevin K, 03-04-2012, 12:41 PM
Only certain servers must be experiencing this, because everything has been fine with ours. I hope they get things worked out for you.
Posted by Henry1975, 03-04-2012, 12:50 PM
Things seem to be back up now. It's just frustrating that we have so many more problems with them than any other datacenter we've ever worked with. Ever had a datacenter hook up a KVM to another client's server and give it to you by mistake? Ever had a datacenter screw up your IP block and blame it on you? Ever had a datacenter reboot your server by mistake? Enjoy downtime on a seemingly monthly basis? Welcome to SecuredServers!
Posted by JordanJ, 03-04-2012, 12:56 PM
Henry, I can see your upset, and I completely understand. I am sadly not sure what one of our staff told you, however looking at the monitoring there is only one switch currently having issues and it does not belong to SecuredServers. It is, however, managed by our NOC so maybe there was some confusion. Your experiences last month are completely different than the vast majority of our customers. The only challenges we had during DDOSes were for the first 1-2 minutes while we identified it and mitigated it. During that time it would saturate the OLD switches/network. However with 20GB to each new switch, that is no longer a problem. I am glad that you are now online, however I really NEED to figure out what happened to stop it happening again. Can you please PM me with a ticket number? Also, I am shocked to hear some of the things that have happened to you, that is not at all normal.With some of the systems we have in place I am not even sure how some of that would have happened. The feedback you have is very important to us - at the bottom of every support ticket is the email address feedback@securedservers.com that emails our entire management team. There is also the personal cell phone numbers and email address of every support assistant manager, manager, and director.
Posted by Kevin K, 03-04-2012, 12:58 PM
I find that interesting how ones experience with them can differ so much from one to the other. I have been extremely happy with their service since I moved them almost a year ago. No major problems to speak of and the network has been solid for us since they performed the network upgrades. Too bad this is not the case for everyone.
Posted by JordanJ, 03-04-2012, 01:05 PM
Kevin, Thank you for the kind words - we *really* do care. We had a number of large challenges because we grew just so fast. Have you checked out our new network diagram on the new website? http://www.securedservers.com/infras...re/network.php We actually need to update it because as of next week we are going to have to run 80gbits between the routers in order to handle our new growth. Also, in a little bit we will be adding additional carriers to improve performance. I really hope the OP replies with his ticket number - if there are any remaining gremlins on the network, I want to get them out so we can focus on some of the amazing plans we have.
Posted by Kevin K, 03-04-2012, 01:10 PM
Sounds great, I look forward to see what you have in store. I am considering moving some servers with other providers that I use over to your DC. I just need to get a hold of your sales staff and see what kind of deal I can get, lol. I hope you do get things worked out with the OP. It sounds like it might be to the point of no return, but maybe you guys can get all this figured out. Good luck with things Henry
Posted by JordanJ, 03-04-2012, 01:15 PM
Hey They are there 7 days a week We actually just increased our sales staff because the 3 people we had were not able to keep up with volume. I think we moved over an additional 3 or 4 people. Now is actually a great time to talk to them - we just did the soft launch of our new E3 line but we haven't started advertising them yet (other than my sig ) That line has been my pet project for the last 3-4 months but I refused to launch them on the old network, so I had just under 200k in servers sitting until we did the complete network migration.
Posted by Kevin K, 03-04-2012, 01:17 PM
Sounds good. I will send them an email.
Posted by MattHouston, 03-04-2012, 01:33 PM
I wanted to add also that hardware and network wise i am also extremely happy with SecuredServers. Their only disadvantage is support which i hope improves over time, things like connecting a KVM is taking far too long (its taking approx 45 minutes currently) - its taking so long that i prefer to do a hard reboot instead of waiting.
Posted by JordanJ, 03-04-2012, 02:28 PM
Matt, Support is actually a huge focus of ours. You should be real tangible improvements very soon - we have already made some large leaps and bounds. We actually deploy every single server with IPKVM built in, however there were some technical and security challenges. We are actually developing a way to roll that functionality out to every single customer from within your control panel. Stay tuned
Posted by MattHouston, 03-04-2012, 02:37 PM
Oh i see - i look forward to seeing these improvements then - and i look forward for the IPKVM functionality within the control panel - this will definately help a lot. I have a question why don't you develop your own Control Panel instead of using ClientExec? because I don't find ClientExec very user-friendly to say the truth.
Posted by kyay, 03-04-2012, 02:46 PM
I guess they might develop a more user friendly control panel possibly in the future. Takes a lot of hard work? Seems SS does not use ClientExec.
Posted by Steven F, 03-04-2012, 04:22 PM
Holy crap, that is LOW! Any chance of four drive E3s any time soon?
Posted by JordanJ, 03-04-2012, 04:27 PM
Sadly not on the E3s however I am working on E5s that will be 4 drive systems. I am hoping I get another holy crap comment when you see what I am managing to do with the E5s. We have really stepped things up lately with the level and efficiency we are deploying.
Posted by JackVX, 03-05-2012, 01:59 AM
I have been with SS for my 7th month now, never had a major issue with them, support/sales are always there to help if there is ever an issue or a question that needs to be answered. And with the new E3's out available for sale, with SSD's as well Secured Servers
Posted by JordanJ, 03-05-2012, 11:02 AM
Guys thank you so much for all the kind words! I cannot tell you how much it means to both myself and the team to see all of the hard work that we put in every day is having a positive impact. Its been a hard 6 months and seeing the positive reviews really helps more than you can possibly imagine!
Posted by JackVX, 03-05-2012, 11:04 AM
Sadly, people often come here to complain and whine more often than saying the good things about the host.
Posted by p0go, 03-05-2012, 01:56 PM
I believe SS is a great company and nice DC. Yes it's known that they have had some hiccups in there fast and large growth over the past few months, but it's really shocking to see the problem and situation's that the OP has had, it's surprising to me and does not seem like SS. A good friend of mine has mulitple servers with SS, one of them I actually manage for him and overall run and I personally never had a problem with the box that I manage, and he's never mentioned to me about the other boxs ever having any issues besides for a slight one back in the first week of January, the box I manage has over a 90 day uptime at the moment, and that's only because of a reboot I performed on it 90 day's ago. When we did need to contact support, they have always answered us, very professionally and resolved the issues quickly. This is why I'm surprised to see such a rant from another client of theirs. I believe they will get you fixed as soon as possible, get that ticket number over to the rep so he can get that resolved for you! @Jordan, Thanks for mentioning about the new E3 line of servers... I will def. be looking into them for my own personal need and maybe moving one of my personal boxs over to you and using one of them E3s, along with speaking with my friend too go in and upgrade the box I manage for him to a E3. -p0go.