site suspended for mySQL calls - Page 3

Boxer Mom · January 12th, 2006, 2:47 PM

Thousands of sites located on one server is just ridiculous.
Besides that it is just too strange that both sites are on the same server and both sites were suspended for the same thing. So I am assuming that a "go dedi" is going to be their answer, if they answer? lol

simple_john has been in contact with the support desk all morning and it's been 3 hours sice he's heard anything...

Lady Madness · January 12th, 2006, 2:48 PM

Hmmm, this contradicts what Jesse said earlier, read it from Dewknights signature link:

Quote:

We will now begin disabling the exact scripts or directories responsible for problems, rather than suspending an entire site, whenever possible. Each time we do this, we will submit an email describing the problem to:

A) The email address you have on file with us. This email is located in your Client Area: http://my.surpasshosting.com
B) The email address listed as the admin contact on the whois record for your domain (if this email address is clearly listed and is not anonymous)

If the site is causing an issue on the server due to high traffic, the entire site will be suspended until we gain contact through email.

We have created a form on our internal support site for our staff to use when checking servers for resource abuse.

January 12th, 2006, 2:55 PM

If they don't ALREADY know why my site is causing this HUGE problem, why did they suspend my site?

**DewKnight** · January 12th, 2006, 3:07 PM

Quote:

Originally Posted by peoriapundit

If they don't ALREADY know why my site is causing this HUGE problem, why did they suspend my site?

That is part of the reason to suspend a site. If it is showing that your site is causing problems, but they don't know why, then suspending it gets rid of those problems while they look into the exact cause of the problem. That way other users on the server don't feel the negative effects of whatever was wrong.

Lady Madness · January 12th, 2006, 3:11 PM

Then why does the revised suspension policy state otherwise, followed your sig.

Quote:

Revised Suspension Policy
Posted by Kayla
Posted 08-25-2005

We have modified our Resource Abuse Policy, located here:
http://www.surpasshosting.com/policies.php#c

When servers are on the brink of crashing, time is critical. Often we suspend a site and discuss a solution with the customer after the server is stabilized in order to protect all users on the server from downtime.

We will now begin disabling the exact scripts or directories responsible for problems, rather than suspending an entire site, whenever possible. Each time we do this, we will submit an email describing the problem to:

A) The email address you have on file with us. This email is located in your Client Area: http://my.surpasshosting.com
B) The email address listed as the admin contact on the whois record for your domain (if this email address is clearly listed and is not anonymous)

If the site is causing an issue on the server due to high traffic, the entire site will be suspended until we gain contact through email.

We have created a form on our internal support site for our staff to use when checking servers for resource abuse. The format of the email is like the one below if a file or script has been disabled:

Subject:
Your Surpass Hosting Account ***.com has a file disabled because of ***

Message body:
Hello ***,

Your account has been suspended or a file disabled for the
following reason:

Banned Scripts/Files
--------------
***.php is using close to 70% CPU of ***.surpasshosting.com.

We have taken the following action against your account:

This file was disabled.

You can resolve this situation by following these instructions:

This file needs to be removed from your site because it is causing a
slow down on the server due to all of the processes it is creating.

When we send out this email, it actually becomes a ticket in the helpdesk.

Each time there is a file disabled or a site suspended, this form must be used by our staff and there are absolutely no exceptions to this.

If we do not receive a response from you within 24 hours about a disabled file, we will have to suspend the site in order to make sure we resolve the issue with you. (If the files we disable are just reuploaded again and we do not discuss the problem with you, that does not solve the problem, and does not help the server.)

yet they are both on SH67
Now all these people want is to rectify the situation, and time is not of essence in helping them, as I stated before....
Makes me wonder if I should have renewed my reseller acct. yesterday....

simple_john · January 12th, 2006, 4:34 PM

ok 5.5 hours.. no action.. not even a single response from my support tickets...

i can not understand this....

at least a simple acknowledgment that they received my support question and are looking into it.. at this point.. i don’t even know if there is anyone home at Surpass support?

5 and a half hours.....

**David** · January 12th, 2006, 4:54 PM

Quote:

Originally Posted by Lady Madness

Jesse, your answer is not mean and I don't take it that way, the person has contacted support and has been waiting to get this fixed, he is upset cause he did not want to cause any problems on your server, he just wanted to know what caused the trouble and how he can fix it. If he had installed a script or broke the rules that way I would be like well you asked for it, but sometimes we (imperfect beings) foul up without meaning to.
I don't expect you to hire extra people to do the contact thing, and understand the man hours, although I have a reseller account and WHM, funny I can contact or suspend in the same easy click, and on the same page, so pardon if I don't think it would be a simple process, not mandatory but a great way to get applauded for superb customer support.
I really hate the idea that if one of my sites pull an extra load my only warning will be "Suspension"!
Talk about bad business!!

How much time is put into suspending,
answering the ticket,
forwarding the ticket,
figuring out the ticket,
re-entering WHM,
unsuspending the ticket.
I guess I measure time differently, I would try to resolve before I clicked the "Suspend Account" but you are not me and for that I am thankful...

He contacted the desk early this am, still no answer as he waits!!!

And how much time is spent answering tickets and concerns here on the board when one website causes a server to overload beyond use, or in extreme cases cause it to crash? Suspending an account due to server abuse is a viable option, and the best for everyone on the server. They can't just let it continue and cause problems for others on the server.

**David** · January 12th, 2006, 4:58 PM

Quote:

Originally Posted by peoriapundit

Well, the other day they told me that the problem with slow loading was a FIREWALL issue and they were working on it. My site usually gets about 700 visitors a day, but for the past five days has received 4,000 visitors a day. That's not a huge number and I don't have a lot of huge files or bulky graphics.

For all I know this database complaint is just an excuse for some error on their part.

I'm still waiting for a reply from the "suspended accounts department," whom I am sure will refer me to technical support, since this isn't a billing issue. I'm paying for an unlimited number of databases, you know.

Wait...you have 4000 users on your site a day? If these 4000 users are accessing something that has to do with SQL, be it Wordpress, a forum, ect, you're going to have some issues there with SQL, especially if the hang around the site constantly like forum members do.

**David** · January 12th, 2006, 5:00 PM

Quote:

Originally Posted by peoriapundit

Two customers out of 137 have the exact same "suspended account" message on the exact same day? What a coincidence.

The other day I believe there were four at the same time on one server. There was a screenshot posted.

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January 12th, 2006, 2:47 PM	#19 (permalink)
Boxer Mom ~Totally Excited~ Seasoned Poster Joined in Jan 2006 Lives in USA Hosted on MAC 34 posts Gave thanks: 2 Thanked 1 Time in 1 Post	Thousands of sites located on one server is just ridiculous. Besides that it is just too strange that both sites are on the same server and both sites were suspended for the same thing. So I am assuming that a "go dedi" is going to be their answer, if they answer? lol simple_john has been in contact with the support desk all morning and it's been 3 hours sice he's heard anything...

January 12th, 2006, 2:55 PM	#21 (permalink)
peoriapundit Guest n/a posts	If they don't ALREADY know why my site is causing this HUGE problem, why did they suspend my site?

January 12th, 2006, 4:34 PM	#24 (permalink)
simple_john Registered User Fresh Surpasser Joined in Mar 2005 19 posts Gave thanks: 0 Thanked 0 times	ok 5.5 hours.. no action.. not even a single response from my support tickets... i can not understand this.... at least a simple acknowledgment that they received my support question and are looking into it.. at this point.. i don’t even know if there is anyone home at Surpass support? 5 and a half hours.....

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