contreeboy

I have been with surpass for awhile. I have a reseller acct. which I use strictly for my own websites. I log into the server today and awstats has not updated in 3 days, so I fill out a support ticket and receive the following quick reply: Hello,

The stats are extremely low priority on the server. When other processes such as backups are running and need the resources that stats are taking up the stats will die to allow for backups. Unfortunately this is the nature of the servers to provide critical services to you. If stats are critical to you, I would suggest logging into ftp with user: [cpanelusername]_logs where [cpanelusername] is your username and your cpanel password. This will allow you to grab your raw access logs for any custom stats packages you may want to run outside of our servers. There are several free / non-free programs out there that will take these raw access logs and make read the information and provide a nice pretty, easy to read stats thing for you.


The first thing that struck me was that.....TOUGH, if you want stats, you have to get and do all this other stuff, and I thought is this really surpass saying this to a customer? I find it unreasonable that I cannot have server stats updated daily, I have never had this problem before with other hosting companies.

The second thing was, if there are so many processes and backups running that the stats on the server cant be updated for 3 days, does that mean the server is oversold?

I just had to vent, as I found the support answer far from the Surpass we care about you community from the old days.

Dan

Could you please post the ticket ID?

As I'm sure you and others who watch their stats everyday (I know I check them as often as possible even though they only update once a day, lol) notice that awstats seems to update a little bit later every day. It could be possible that it's at the point were stats and backups are being run at the same time so stats are being outranked.

If you provide me with the ticket ID, i can check to see if this is the case and either try to get backups rescheduled or find a way to reset the stats update time.

I don't think this is a case that the server is simply oversold. It can only take one HUGE account on the server to make backups run an hour longer then it should, but I will check to make sure there aren't too many accounts on the server just to be positive.

If none of these things are the case I will try to update the stats manually just to confirm they are working properly and if not have an administrator look into the issue.

contreeboy

Ticket ID: DGC-116254

removed

I'm forcing the stats to run manually now, this should also tell me what's causing them to not update on a daily basis. As for the response you got, I do agree that it was inadequate and that it really didn't address your question.

If you run into anything else, just ask that the ticket be moved to management so that they can look into things.

Dan

Sorry it's been so long since an update. Removed ran the script for a while and it didn't ever complete so we had an administrator take a look at it and they've been working on things since then.

I gave them your ticket ID and they will update your shortly with where they are and what they're doing next

contreeboy

stats are working great now, updating on a daily basis. However now my blogs have not updated since you fixed the stats.............