site suspended for mySQL calls - Page 4

**David** · January 12th, 2006, 5:04 PM

Quote:

Originally Posted by simple_john

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.....

There is always staff available. As it has been said before, this has to be looked in to. They have to find out WHY this happened and what exactly caused in. When you look at the load chart, it just shows the file that was involved in the load. They have to use that to determine what is actually causing the problem. The Abuse department is not a fast department for this very reason. They need the time to find out what is happening with your site, as to advise you on what to do about it, as well as determine if the site can be opened back up at all (depending on the abuse at the time).

**David** · January 12th, 2006, 5:06 PM

Quote:

Originally Posted by Lady Madness

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

Quote:

Originally Posted by DewKnight

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, 6:12 PM

still yet 2 accounts, seperate accounts both blamed for the server problem on the same server???????????
Just not buying it...

Quote:

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.

don't know but we are told to ask in here so as we don't flood the helpdesk, or should we be submitting more tickets?????

Quote:

There is always staff available. As it has been said before, this has to be looked in to. They have to find out WHY this happened and what exactly caused in. When you look at the load chart, it just shows the file that was involved in the load. They have to use that to determine what is actually causing the problem. The Abuse department is not a fast department for this very reason. They need the time to find out what is happening with your site, as to advise you on what to do about it, as well as determine if the site can be opened back up at all (depending on the abuse at the time).

Quote:

Originally Posted by simple_john
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.....

Wished they would have spent that much time before they hit the suspend button......

which one did it? fix it, lets move on!!!!!!!!!

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.)

Does this apply at all??????

January 12th, 2006, 6:27 PM

An hour ago, they FINALLY replied to me trouble ticket, and they blamed it on a plugin -- they didn't know which one -- and suggested that I delete or make inactive any recent scripts I installed.

Of course, I can't do this ... my account is suspended.

Good Lord.

I've replied THREE TIMES asking them to pull three specific plugs ins or let me do it if they are too busy.

No reply whatsoever.

Do they even have people working after 4 p.m. Central? I doubt it.

**DewKnight** · January 12th, 2006, 6:27 PM

Quote:

Originally Posted by Lady Madness

still yet 2 accounts, seperate accounts both blamed for the server problem on the same server???????????
Just not buying it...

Multiple websites can be causing problems at the same time. There are utilities that show which sites are causing a strain on the server, how much cpu usage and memory usage is. This allows them to see which sites are causing the problem. Maybe both sites were running similar scripts that both got exploited, maybe both were the target of an attack. That is what Surpass is working on figuring out.

Quote:

don't know but we are told to ask in here so as we don't flood the helpdesk, or should we be submitting more tickets?????

You should keep your information on a subject in one ticket with support. Do not submit multiple tickets, as this decentralizes the information you are giving them, and the information they are giving you.

Quote:

Wished they would have spent that much time before they hit the suspend button......

If they had not suspended the account, then some or all of the accounts on the server might have been completely unavailable, or acting slow. This is not acceptable to allow all users on the server to have their sites slow, simply because one user might be having problems with an exploited script, or whatever might have been the cause. Rather than upsetting every single user on the server, they suspend one account, and look into what the problem might be.

**DewKnight** · January 12th, 2006, 6:29 PM

Quote:

Originally Posted by peoriapundit

An hour ago, they FINALLY replied to me trouble ticket, and they blamed it on a plugin -- they didn't know which one -- and suggested that I delete or make inactive any recent scripts I installed.

Of course, I can't do this ... my account is suspended.

Good Lord.

I've replied THREE TIMES asking them to pull three specific plugs ins or let me do it if they are too busy.

No reply whatsoever.

Do they even have people working after 4 p.m. Central? I doubt it.

Support works 24 hours a day. I am pretty sure that abuse has at least one person on at all times, but I cannot say for certain, as I do not know for sure.

Responding multiple times to a ticket, can send it to the end of the ticket queue. Try to keep your responses together, and realise that they are dealing with more than just your account.

simple_john · January 12th, 2006, 6:38 PM

Quote:

Originally Posted by DewKnight

Support works 24 hours a day. I am pretty sure that abuse has at least one person on at all times, but I cannot say for certain, as I do not know for sure.

Responding multiple times to a ticket, can send it to the end of the ticket queue. Try to keep your responses together, and realise that they are dealing with more than just your account.

no offense dewknight... but its been 7.5 hours since my site went down...
I heard from support at 10:00 am and then about an hour ago..
The response i heard an hour ago was similar to peoria's..
but.. i have no plug ins.. and have no new scripts that are running...

i was told maybe i need to get a dedicated host...

Yes i guess, the whopping 225 members a day that go onto my site must be killing the servers?

are you saying not to keep checking in and updating things to see what the status is? so just wait around for the 7.5 hours and hope someday soon my site may re-appear? or someone may actually respond?

and if the 'abuse person' goes home.. what exactly does that mean? my site will be down until some time tomorrow?

do i sound a bit unhappy with surpass right now?

my site still indicates i am a deadbeat... at the very least a different re-direct message could have been posted...
Its been 7.5 hours!!!!!!

geoffs · January 12th, 2006, 6:39 PM

Being new to Surpass myself, I do not feel that I have the background or experience here to comment on the specifics of this sad situation. However, as a software engineer I have experienced multiple times the results of hog processes and their detrimental effects on everything else running on a server. Therefore, it would be most informative if the Surpass admins here would please let us know what specifically involving these sites' mysql usage resulted in the abnormally high server cpu utilization. Since my site (not yet live) is also going to use mysql databases I want to be able to avoid the same situation...

January 12th, 2006, 6:41 PM

So let's get this right:

We shouldn't submit multiple tickets, because it confuses the help desk.

Instead, we should use the SAME ticket to communicate becaue it moves us to the end of the queue.

Which means that the only way to communicate with the help is through trouble tickets, but the of USING a trouble ticket to communicate with you people DELAYS THE RESOLUTION?

It does no good to use the forums, because no one who has any ability to DO ANYTHING reads it. We just have moderators who'se job is to spout gibberish from the handbook at us and tll us surpasshosting.com's sh*t doesn't stink and it's all our fault.

You people really take the cake, you know that?

January 12th, 2006, 6:27 PM	#31 (permalink)
peoriapundit Guest n/a posts	I'm not buying it either An hour ago, they FINALLY replied to me trouble ticket, and they blamed it on a plugin -- they didn't know which one -- and suggested that I delete or make inactive any recent scripts I installed. Of course, I can't do this ... my account is suspended. Good Lord. I've replied THREE TIMES asking them to pull three specific plugs ins or let me do it if they are too busy. No reply whatsoever. Do they even have people working after 4 p.m. Central? I doubt it.

January 12th, 2006, 6:39 PM	#35 (permalink)
geoffs Registered User Fresh Surpasser Joined in Jan 2006 Hosted on ruby 17 posts Gave thanks: 0 Thanked 0 times	Being new to Surpass myself, I do not feel that I have the background or experience here to comment on the specifics of this sad situation. However, as a software engineer I have experienced multiple times the results of hog processes and their detrimental effects on everything else running on a server. Therefore, it would be most informative if the Surpass admins here would please let us know what specifically involving these sites' mysql usage resulted in the abnormally high server cpu utilization. Since my site (not yet live) is also going to use mysql databases I want to be able to avoid the same situation... __________________ ________________________________________ Server: Dev1 www.geoffshapirophotography.com

January 12th, 2006, 6:41 PM	#36 (permalink)
peoriapundit Guest n/a posts	Sutpass Hosting has me screwed coming and going, huh? So let's get this right: We shouldn't submit multiple tickets, because it confuses the help desk. Instead, we should use the SAME ticket to communicate becaue it moves us to the end of the queue. Which means that the only way to communicate with the help is through trouble tickets, but the of USING a trouble ticket to communicate with you people DELAYS THE RESOLUTION? It does no good to use the forums, because no one who has any ability to DO ANYTHING reads it. We just have moderators who'se job is to spout gibberish from the handbook at us and tll us surpasshosting.com's sh*t doesn't stink and it's all our fault. You people really take the cake, you know that?

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