30 replies to this topic

[Lee-old]

Ok, guys, here's the deal-
I had a username and password for the datacenter.
I also had very strict orders from Tim not to reboot the machine unless it stopped responding. It hasn't- it responds, SQL is just dead.
We've gotten over 100 automated emails from "site down" messages.
Tim's not scheduled to be on for 4 1/2 hours.
I ordered a reboot request. Here's to hoping it fixes your problems, and here's to hoping it doesn't get me fired- But, after trying to contact Tim so many ways, and trying to resolve it every way I knew how, it was all I could do.
Please be aware that I definately, definately broke protocol here, and in the future, such reboot requests likely won't be made.
(Then again, in the future, support will probably have SSH)

[-ASO- Tim]

I'm on. Server is up. Still working. More soon.

[autobilia]

[-ASO- Tim]

The approximate downtime was 2 hours.

I believe I can take full responsibility in this case. Our new tech has been working on a trial basis (mainly due to security reasons), and has not been given access to delta. As of 5 minutes ago, this is no longer true. This is my own personal decision, and as a result, the downtime is my own personal fault. I can only offer my apologies, as what is done, is done. What I can tell you is that as of 5 minutes ago, this sort of length of downtime is only possible in great extremity, and will not happen to be this long under these same circumstances. I realize that this is most frustrating, but I can honestly say I understand your pain. I'm am seriously committed to customer service and satisfaction. I will do everything in my power to ensure that a) this problem is avoided in the future and several level of safe guards are in place to prevent it. I unfortunately failed this today, but have made proactive changes to prevent.

I would also like to thank Lee for his hard work on this. He made the correct call, despite my rather unclear instructions. I got on, ironically, just a few minutes after he got the reboot request in, but a few minutes are better than nothing. Thanks Lee

[-ASO- Tim]

[ben_b]

[ben_b]

I'm sure ASO doesn't like this downtime stuff either and I can guaranty they are and will take more measures to get rid of these little downtimes and problems. One thing they are doing is getting another server so they don’t over load delta or any other servers, which are all pretty much full already.

The new server should be up latter today for anyone that cares and from what I hear Tim is going to move a few people over to it to ease up delta a little bit.

If you guys just stick with use through the bumpy start I'm sure it will all even out in the end... well wait begging but after the bumpy start that almost all the people have had, including myself.

[Shaun Lyon]

I'd just like to add that I, too, am having problems with downtime - and I've got sites on two servers, Alpha and Delta... and yet every time there is an issue, Tim and company get on it as quickly as they can.  That demonstrates a measure of good customer service that I simply haven't found *anywhere* else...

So as long as Tim and his people keep on what they're doing, I'll gladly stick with ASO.

-shaun

[dynamite]

[wbutchart]

Yup whenever there is a problem everyone gets onto it very quickly.  I have only been here about a week but site down time has been very low and if there is its not a panic thing i know i can come here and say and itll be fixed its already being fixed.

[Shaun Lyon]

I think sometimes people just don't understand how truly important that customer service function is.  I have a very large website -- with a very large vBulletin forum (with 155 users on right this very moment; no, I'm not responsible for traffic problems, though!) -- and because of that I've been with a lot of web providers.  Including some big names like Lunarpages...

Yeah I've had issues here and there.  But every time there's a problem, I email Tim.  And it gets taken care of.  And he doesn't complain about it that it's my fault or my website's fault; he simply makes sure it's fixed.  That just doesn't happen anymore with web providers...  So that's why I like ASO, and why I'm sticking with them and referring friends to them, because Tim and his people are giving me great value for what I'm paying.

-shaun
www.gallifreyone.com