HOSTING DOWN DUE TO SURPASSHOSTING II - Page 2

**Kayla** · July 5th, 2007, 2:31 PM

Quote:

Originally Posted by infinite110

gmichel i had a similar problem with 24hourhiphop.com i was using phpThumb to serve up my images and it ws causing problems with the server. The script was disabled but when i asked support why i cound not edit or delete the file they just passed the ticket to abuse division.
I finally got them to delete the file and recoded my site to use phpThumb2.php which worked for a day, same problem.. file became inresponsive. Had them delete that file recoded my site to use phpThumb3.php... less than 24hours the account was suspended.

This was due to Surpass Hosting not making the problem clear.

1 admin was restricting access due to overload in php while another admin was reading my support tickets and not understanding the underlying issue.

I told SurpassHosting that i was moving the site to Blue Host for phone support and i recieved a message saying that the problems i was having with their server would happen with the new host, so i monitored the site closely for the first 2-3 days. We get more traffic now and we dont have any problems we were having on our shared pass13 surpass hosting server.

I dont understand why Surpass pushes for dedicated server for real support. There are alot of site out there who work on a smaller scale that need sell products, that dont need a dedicated server solution. I suggest unless you are using a Dedicate Server Solution from Surpass that another host with Phone support for their shared accounts would be a better solution.

Infinite, image galleries and thumbnail generators are some of the biggest resource users on shared servers - shared servers are "shared" afterall. We would like for everyone on shared to use whatever programs they like, but some are just not coded well for heavy use and it becomes apparent when servers start to slow down, and we begin to receive complaints that our service is horrible.. because of apps that can modified or replaced.

If your site is very active and busy overall, without even including the problem with the image applications, then a dedicated server is the best solution so that your site can burst freely in memory and CPU without other "competing" sites.

gmichel · July 5th, 2007, 2:33 PM

Thank you for your reply. I want to resolve this issue with you, so please give me some time. Will be waiting for clear technical advices in your ticket.

Michel

gmichel · July 5th, 2007, 2:38 PM

Kayla,

I agree with you that every share client should use resources responsibly in order not to cause any problem with other clients.

What is needed is more communication and advices from your techs when problems arise so things can be fixed together. Nobody wants to have a cheaty script that will slow down the server and our own websites at the same time.

Michel

**removed** · July 5th, 2007, 3:53 PM

Quote:

Originally Posted by gmichel

What is needed is more communication and advices from your techs when problems arise so things can be fixed together. Nobody wants to have a cheaty script that will slow down the server and our own websites at the same time.

Well, unfortunately it comes down to two things:
a) We disable your file or suspend your account. You're angry, but the 100+ other people who share the same server are happy that their sites are working and responding fast.
b) We see your account is causing problems, but contact you first to work out a solution before taking further action. This generally causes the server to run slowly (or not at all) for other users, and tends to generate lots of angry forum posts and tickets.

If you ask me, both of these options suck. But we really don't have any other choice -- we can either have 1 suspended site and, therefore, one dissatisfied customer -- or -- we can have everyone on the server getting mad because their sites are slow or down.

So, with that said, I have a question to not just gmichel, but the forum as a whole:
How would you do this if you were in our place?

Maybe you guys can generate some good feedback that we can use to improve the abuse department.

**markscns** · July 5th, 2007, 4:02 PM

Quote:

Originally Posted by removed

How would you do this if you were in our place?

Disable the script, if that's the only thing causing the problem, and maybe send a last ditch effort email and give the client 1 hour to respond. At least that way, the client cannot complain that they were not contacted or communicated to.

**Brandonnn** · July 5th, 2007, 4:23 PM

Quote:

Originally Posted by removed

So, with that said, I have a question to not just gmichel, but the forum as a whole:
How would you do this if you were in our place?

Option A... because it's for the greater good. I wouldn't even send out a warning email or give them time to disable their script. They read the TOS... (hopefully), which gives you the right to suspend an account without warning.

**Kayla** · July 5th, 2007, 4:36 PM

There does need to be better communication on our part. Rest assured that when we make mistakes that our entire team is emailed and we take all issues very seriously. This issue will be handled in the ticket from here. Thank you to everyone who responded.

H · July 5th, 2007, 4:39 PM

Quote:

Originally Posted by markscns

Disable the script, if that's the only thing causing the problem, and maybe send a last ditch effort email and give the client 1 hour to respond. At least that way, the client cannot complain that they were not contacted or communicated to.

Given an hour to respond? Screw that. If someone is causing downtime on my server, they better be suspended or have their script disabled.

**Brandonnn** · July 5th, 2007, 4:46 PM

Quote:

Originally Posted by H

Given an hour to respond? Screw that. If someone is causing downtime on my server, they better be suspended or have their script disabled.

I concur.

July 5th, 2007, 2:33 PM	#11 (permalink)
gmichel Registered User Seasoned Poster Joined in Jul 2004 Lives in Bangkok Hosted on Pass9 34 posts Gave thanks: 0 Thanked 0 times	Thank you for your reply. I want to resolve this issue with you, so please give me some time. Will be waiting for clear technical advices in your ticket. Michel __________________ gmichel in Bangkok www.eLottoSyndicate.com

July 5th, 2007, 2:38 PM	#12 (permalink)
gmichel Registered User Seasoned Poster Joined in Jul 2004 Lives in Bangkok Hosted on Pass9 34 posts Gave thanks: 0 Thanked 0 times	Kayla, I agree with you that every share client should use resources responsibly in order not to cause any problem with other clients. What is needed is more communication and advices from your techs when problems arise so things can be fixed together. Nobody wants to have a cheaty script that will slow down the server and our own websites at the same time. Michel __________________ gmichel in Bangkok www.eLottoSyndicate.com

July 5th, 2007, 4:36 PM	#16 (permalink)
Kayla Marketing Maven Surpass Staff Joined in May 2003 Lives in Orlando 24,749 posts Gave thanks: 946 Thanked 806 times	There does need to be better communication on our part. Rest assured that when we make mistakes that our entire team is emailed and we take all issues very seriously. This issue will be handled in the ticket from here. Thank you to everyone who responded. __________________ Follow Surpass on Twitter and Facebook Check out the Surpass Blog

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