VPS down ALL morning?

Boxer Mom · May 23rd, 2008, 11:55 AM

I placed a ticket EJO-157863 at 8:09am, and heard at 8:48am

Quote:

05/23/2008 08:48AM EST

Hello,

We currently experiencing a power issue in a segment of our data center. We expect to have everything back up as soon as possible. We apologize for the inconvenience and greatly appreciate your patience.
We will update you as soon as we can.
------
Mike K.

Well now it's up and down..One minute it's up and fine, the next it's gone again. Even this site was gone..and your support number won't work either. A friend of mine who has phone support has been trying to call you guys all morning.

It's up for now but I'd love to know why it took so long to fix this issue?
If I hadn't had the support desk saved as a bookmark I would have never found it. Also when I did submit the ticket I never got an email confirm. as I usually do and it was not in my junk mail.

TVDinner · May 23rd, 2008, 12:08 PM

We had problems with our site also. Communication is key when these things happen. Surpass should be able to easily send out a mass email to their customer base WHEN THE PROBLEM FIRST OCCURS with info on what is going on - especially when MANY sites go down all at once. communication is key!

Boxer Mom · May 23rd, 2008, 12:08 PM

LOL thought I'd update at 11:01am I got a msg in my email saying my ticket was received..also I just got a reply from support saying:

Quote:

Hello,

In the past few hours we have worked with a power issue in a segment of our data center. All sites and servers should be coming up now. Please let us know if you experience any other inaccessibility. A full report on this issue will be released on our message board soon.
------
Mike K.

huckyboy · May 23rd, 2008, 12:23 PM

mine is still down.

i hope we could get compensated for this one as per the SLA of surpass. but honestly i myself could not understand the portion in the SLA that says

Quote:

Surpass will credit the monthly service charge for the service as calculated below and as measured 24 hours a day in a calendar month.

i dont get the measured 24 hours a day in a calendar month...

so my site is already down for 4hours now, so do i compute this by (24 - 4)/24?

the reason im asking is that i am planning to apply the same SLA with to my future clients and i gotta be prepared for times like this as i do know that these things do really happen.

TVDinner · May 23rd, 2008, 12:26 PM

[Data Center Update]

just posted

huckyboy · May 23rd, 2008, 12:32 PM

well the announcement answered my question, we'll be compensated as per SLA.

yey!

but how do we perform the computation? i really want to know this one as im planning to make this as one of the selling point of my hosting service

Quote:

We don't just brag our 99% uptime, we guarantee it!

though im really really hoping that i do not have to use the SLA

redbill · May 23rd, 2008, 12:34 PM

I'm also still down. And am wondering what will happen to the emails sent during this time? lost for good?

kwright510 · May 23rd, 2008, 12:38 PM

Quote:

Originally Posted by redbill

I'm also still down. And am wondering what will happen to the emails sent during this time? lost for good?

Most smtp servers will attempt delivery for 24-72 hours. So, you should not lose any mail as it will be delivered when you are back up.

redbill · May 23rd, 2008, 12:40 PM

Quote:

Originally Posted by kwright510

Most smtp servers will attempt delivery for 24-72 hours. So, you should not lose any mail as it will be delivered when you are back up.

thanks, that makes sense. Since a test email hasn't bounced...

May 23rd, 2008, 12:08 PM	#2 (permalink)
TVDinner Registered User Fresh Surpasser Joined in Jan 2008 7 posts Gave thanks: 0 Thanked 0 times	We had problems with our site also. Communication is key when these things happen. Surpass should be able to easily send out a mass email to their customer base WHEN THE PROBLEM FIRST OCCURS with info on what is going on - especially when MANY sites go down all at once. communication is key! __________________ NEW! The BIGGEST Boards: Where does your forum rank? Submit Your Site Today! Last edited by TVDinner; May 23rd, 2008 at 12:09 PM..

May 23rd, 2008, 12:26 PM	#5 (permalink)
TVDinner Registered User Fresh Surpasser Joined in Jan 2008 7 posts Gave thanks: 0 Thanked 0 times	[Data Center Update] just posted __________________ NEW! The BIGGEST Boards: Where does your forum rank? Submit Your Site Today!

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May 23rd, 2008, 12:34 PM	#7 (permalink)
redbill Registered User Fresh Surpasser Joined in May 2008 5 posts Gave thanks: 0 Thanked 0 times	I'm also still down. And am wondering what will happen to the emails sent during this time? lost for good?

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