16 hours later.. server down at e-insites

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Posted by rasilva, 12-17-2003, 05:51 AM
I have an account at e-insites, they are down for more than 16 hours. What should i do? any suggestion? 1. Can't contact ANYONE from e-insites. 2. Server is down for 16 hours. 3. No one replies to tickets. Basically e-insites is unreachable, which is totally unacceptable for a datacenter. This is by far the worst support i have been given...
Posted by rasilva, 12-17-2003, 05:52 AM
They say they are running scandisks on drives... but i guess 16 hours doing scandisks is too much.
Posted by jackster, 12-17-2003, 06:02 AM
i have never heard of them. is your site on the smae server as what their web site is on?
Posted by rasilva, 12-17-2003, 06:04 AM
No... it's in a reseller server. This by far the worst support i'm getting... they don't update clients, don't reply to tickets....
Posted by oracleweb, 12-17-2003, 06:07 AM
When you sa the worst support...do you mean during these 16 hours it has been bad or non existent...or before that? Best
Posted by rasilva, 12-17-2003, 06:09 AM
Support is "acceptable" but when something like this happens, it's a nightmare, they simply stop providing it. They sent 2 emails in the 16 hours period...both saying the same thing. :-(
Posted by oracleweb, 12-17-2003, 06:13 AM
So the did send emails...that is better than it sounded. Has 'something like this happened before?" How long have ou been with them?
Posted by rasilva, 12-17-2003, 06:16 AM
I don't think 2 emails in 16 hours is acceptable. Nothing like this (16 hours)... but servers (at least mine) have always had some problems. Also, even email support is not 24h/day, i wish it was. I'm using their services for 6-7 months.
Posted by oracleweb, 12-17-2003, 06:26 AM
OK depending on what you are paing the expectation of email support 24 hours may not be reasonable. Servers often have SOME sort of problems. Without more information it is hard to evaluate your situation You might try talking to people who have been there longer and asking how long and how often they have ad this sort of experience. What did the tell you the problem was in the email?
Posted by rasilva, 12-17-2003, 06:28 AM
They say it's some sort of HD corruption... but for 16 hours? 16 hours is a lot of time. About 24/7 email support, that's what they advertise. Shouldn't i expect that? (i'm not even talking about phone support) Also they own a datacenter... so someone should be there to update clients all the time (at least in emergencies)
Posted by oracleweb, 12-17-2003, 06:36 AM
Ahhh...actually that can happen---with a hard drive failure The question of 24/7 support claimed but not given seems more significant. I checked the prices and the are not so low. You may want to tell them ou are concerned and point out the 24 hour email suport claim (provide a link and copies the specific emails that show ou are not getting 24 our support. Best renee
Posted by Reseller-Center, 12-17-2003, 06:38 AM
Yes, its all about communication,, Do they have a contact phone # perhaps. Anyways it shouldn't take 16 hours to even replace a HD and restore content IMO.
Posted by rasilva, 12-17-2003, 06:41 AM
Phone # is just from 9-5 PST. ResellerFla , that's exactly my point, if they do have backups as they say, i don't see why it takes 16 hours. I have personally reinstalled a linux (not windows as in this case) from scratch in 6-7 hours.
Posted by Reseller-Center, 12-17-2003, 06:46 AM
Well 2000 takes about an hour or more to format a drive,,, 2003 about 5 minutes... They should be able to setup this winbox, copy over content, replace the metabase, and assign ip's that were on the server, and roll on.... However various issue will surely arise, parent paths, virtual directories,permissions, etc. Hopefully they have a good backup... BTW, What kind of Control panel are they using ?
Posted by rasilva, 12-17-2003, 06:48 AM
They use their own panel cwipanel (http://cwipanel.com)
Posted by E-Insites, 12-18-2003, 12:02 AM
Unfortunately, the hard drive and scan disks on this server are getting nowhere. It just restarts everytime the server is booted, and the D drive that holds all the content si inaccesible if we skip the scan disk. We have tried several companies including takign the disk to a data recovery place all with the same results. This is the worst outage we have ever had, and we do not expect anyone who is hosted on this server to be happy with us or want to stay with us. But in this industry bad things happen sometimes, and Rui, I responded to your emails and messaged you several times, so saying there was no contact is not really the truth. We are trying some software that is suppsoed to be able to recover files from a bad drive sector at the moment, and if this fails we will put up a new server. Regards,
Posted by desman, 12-18-2003, 12:25 AM
Alvin, please tell me you have SQL backup somewhere. I'm not worried about the files.... just please tell me you have a resent SQL backup
Posted by rasilva, 12-18-2003, 05:31 AM
Alvin, This was during the night, i waited for a reply for around 3 hours. In a crisis situation i think should be a lot faster. That was when i posted this message.
Posted by E-Insites, 12-19-2003, 12:24 AM
Oh ok. I can understand that. I was in a paniced stage that night as I thought the srever would be back online shortly, only to find that the filesystem had been corrupt. We eventually made a new server which itself too forever to do as we re-installed a new server 5 times because of bad ram. We swapped all sorts of hardware on the bnew server because ity could not read some files on set-up only to find it was not the HDD or the HDD controller. It was the RAM. The new srever is online and all sites should be running with older data. The most recent data has been recovered and will be added to the server tonight. desman, your SQL data will also be restored. This has been a nightmare, and we will be making some changes to our disaster recovery plans. I sincerely apologize to all those affected by this server outage. Regards,
Posted by desman, 12-19-2003, 01:47 AM
Alvin, thats great news I guess we were all a little frustrated over this, I was over the SQL backups. The phone has stopped ringing, things must be ok
Posted by Scout, 12-28-2003, 11:00 PM
A Bad ram can go a long way... they don't make errors immediately... you have to troubleshoot every single part to confirm it... what a pain...