Axishost down?

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Posted by shimmy, 08-03-2008, 01:50 AM
My server has been down for 2 hours, and no reply to support tickets
Posted by shimmy, 08-03-2008, 02:30 AM
It now has been 3 hours down and no response
Posted by Tina J, 08-03-2008, 03:34 AM
I'd just like to state that our monitoring from 10 different global locations shows that its been down just under an hour and a half. Within that time, we've rebooted it twice (with appropriate wait in between) and had the DC attach KVM for this customer. We are working with this client (who has full root access and remote reboot) to bring his server back online and our first reply to his ticket was AFTER we had already started working on this issue and within 40 minutes. -Tina
Posted by shimmy, 08-03-2008, 03:43 AM
Tina I'll attach a monitoring screenshot in my support ticket to show you I was down 4 hours before my first reply. If you want me to post it here let me know.
Posted by Russ Foster, 08-03-2008, 03:46 AM
What is your level of support on this server?
Posted by shimmy, 08-03-2008, 03:49 AM
Tina was monitoring the ping, and I was monitoring the http, which is why we have the different amount of downtime. Now hopefully the server will be back up soon. Last edited by shimmy; 08-03-2008 at 03:52 AM.
Posted by Tina J, 08-03-2008, 03:57 AM
Both the DC and ourselves monitor your server and both (independant) monitoring systems show ping being lost approximately an hour and a half before my first post here in this thread. Our helpdesk also shows your ticket being replied to within 40 minutes of you submitting it - within that 40 minutes, as I said, we had already rebooted you twice and attached KVM. Let's keep in mind that this is a semi-managed server and not covered under our normal pro-active response contract. We did, however, agree to monitor ping and give the server a reboot if it becomes unreachable - as a favor to you, as normally this is only done for our fully managed customers. I'm not doubting your belief that there was 4 hours downtime. I'm simply stating that both our monitoring and the DCs completely independant monitoring shows it being less than half of that. We can't react to a situation until we're notified of it. Most likely, your monitoring detected something like apache or load issue before the server actually crashed. On a semi-managed box, we don't monitor those things. That would fall under our full-managed contract. --Tina
Posted by shimmy, 08-03-2008, 04:06 AM
Seems like you forgetten that you said you would monitor http on the server, it was agreed to before I signed up for the server. You can view me asking and you agreeing on ticket GDB-271735. Which is why I expect you to know the server is now going onto the 5th hour of downtime.
Posted by Tina J, 08-03-2008, 04:16 AM
Nick, I'm not sure what your motivation is to post this here. Honestly, it doesn't make sense to me. In that ticket, pre-sales, you asked if we monitor ping and httpd. I responded that we check both and instructed you to put a note on your order if you wanted us to handle those as a special favor. Here is your note on the order: hotswabble mirrored RAID 1. Also please reboot without me asking when server becomes unresponsive. That's exactly what we've done for you tonight - within 40 minutes of ping being inaccessible, we rebooted it twice and attached KVM for you. Apache being down does not require a reboot. --Tina
Posted by shimmy, 08-03-2008, 04:23 AM
I only posted to see is anyone elses server was down or just mine. I kept replying because you kept replying to me. As per you last comment, you left this part out, it was on the ticket I mentioned. Hi Nick, Yes, we check both ping and httpd. When you're ready to order, you can do that from here: www.axishost.com/servers.php - and add a notation to the order with your special requests. I handle all new incoming orders, so I will actually be the one coordinating the setup, etc. I'll make sure the monitoring is set up for you. --Tina I did forget to put it on the order form, but since you handle all order thought you'd remember. Sorry, you are right I did forget to put it on the from. Last edited by shimmy; 08-03-2008 at 04:30 AM.
Posted by Nick H, 08-03-2008, 04:32 AM
So basically...you're trying to blame AxisHost because YOU aren't prepared for emergency situations like this? Your order said to reboot the server if it becomes unresponsive, and they did. Where do you get off complaining about AxisHost doing their job as guaranteed?
Posted by zipdadoda, 08-03-2008, 07:09 AM
actually...I'm impressed :>)
Posted by TheBeard, 08-08-2008, 12:44 AM
A misunderstanding :-) Seems like Tina was on top of it. Happy Ending? (not talking about a massage)