GlobalHosters Network's Statement

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Posted by lwhite, 11-14-2004, 11:10 PM
GlobalHosters Network Clients This message pertains to all clients of GlobalHosters Network and its subsidiaries, which include, GlobalHosters.NET, VoltageHosting.com, PalaceHouse.NET, Lucid-Hosting.Com, and GlobalScripts.NET. The administrative staff would like to address the issues of the that occurred over the 2-3 day period in which certain components of server lightning.voltagehosting.com were unreachable. At approximately 4:00PM EST on November 10, 2004, server technicians began to experience problems with the server, which was probable cause for a reboot. The server reboot was not successful. The server failed to respond. As of 6:00PM EST on November 10, 2004, the server was back online. Though the server was back online, there were some problems. When the server was back online, the permissions were converted to READ-ONLY. This inhibited cPanel in many areas. PHP was also affected, and one of the most noticeable issues to our clients, was undeliverable mail. All mail leaving the server was delivered, but no incoming mail was accepted. We are aware of the consequences that our clients incurred. All issues should be resolved, and if not, we ask all clients to please alter is via our help desk, http://www.globalhelpcenter.com immediately. Tickets that are still open in our help desk are being handled in the order in which they were received as quickly as possible by our support staff. We have tried to put a fix on all accounts until the permanent action can be taken, which will be mentioned in one of the later paragraphs. GlobalHosters will be making many changes in respect to the recent events to prevent future problems. An support policy will take full (Many things, will take effect before then. ie. improved support times) effect as of December 1, 2004. A response to a ticket will be guaranteed within 0-6 hours. A resolution is guaranteed with 0-24 hours, with certain exceptions. If these times are not honored, GlobalHosters.NET will provide free bandwidth upgrades or a free month of service, whichever value is greater. GlobalHosters will achieve this goal by the implementation of our new support staff. GlobalHosters will also be putting a new server online, because of the terrible corruption of the permissions in the current server lightning.voltagehosting.com. This server and network will be five times faster than the current. The new server is a Dual Xenon This should increase client load times and server reliability. This server should be alone and all clients transferred without or with minimal downtime by the end of next weekend. GlobalHosters is aware that some compensation must be provided to our clients. Any clients that were affected by the recent events and opt to continue service with GlobalHosters shall be contacted by email which will lead them to a form with several options. GlobalHosters feels that this is the most appropriate way to handle the situation. GlobalHosters would once again like to apologize to all that were affected by the recent events. If any client has any further questions, please contact us via our help desk , http://www.globalhelpcenter.com, or our toll free number 888-669-1746. GlobalHosters Network Administrative Department