Bulk Reseller Server - Down

[Ron]

Good find!
I think I'll watch it again sometime. It's been a looooong time.

[Fudevs.com]

Oh my GOD is it any news ???????????????????????? to loooooong time

[the_ancient]

heyyy .. i lost all my business .. i have contract between me and the clients .. they all bug companies and some factories .. do you know what it means !!!?? it means that they gonna to prosecute me ...

Then you had terribly written contracts, in the future see professional legal advice so you can protect yourself from this kind of liability, a single server going down should not destroy your business, if it did you made some very bad business choices

Whats going on JaguarPC .. and where is Jag promise that the services will be up 100% ...

JPC has a 99.9% NETWORK uptime promise, the network is fine, They, you, could not afford to pay the price of a Server 99% SLA, that would require 4-5X the cost your paying now...

my invoice tomorrow and you will charge me for what ?? for this bad services ???????????????????

where is the support and what you mean by "We are sorry for this unavoidable inconvenience".

That would mean "they are sorry for this unavoidable inconvenience"

[pierse]

Cressida has been down for nearly 48 hours now, it wouldn't be so bad but I recently cancelled a reseller account with another provider and moved the sites to Jaguar over the weekend, telling the customers they were being moved to an upgraded server - and this is their first experience of the "up-grade" still they have been fairly understanding so far (except one who has just launched his google adwords campaign)

I find "the_ancients" comments completely unconstructive and unhelpful in this forum, of course any of the resellers affected are going to be frustrated by the length of time this is taking to resolve and this is the place to vent those frustrations, and JaguarPC does give the impression on its website that availability is 100% so people are correct to complain. The small print of the ToS/SLA says it refers to the internal network equipment only -switches, routers & cables which happen to be the most resilient and easily replaced components of any network, 999 times out of 1000 it will always be the server or DNS or someother area of the network/comms that fails. The real issue is the single point of failure being present in the first place, how much extra would it cost to have clusters instead of single servers?, I for one would be prepared to pay a little extra for the additonal peace of mind and then perhaps Jag could actually claim 100% uptime

[jason]

heyyy .. i lost all my business .. i have contract between me and the clients .. they all bug companies and some factories .. do you know what it means !!!?? it means that they gonna to prosecute me ...

I'm sorry to hear this. You definitely need to review your business plan and make some serious changes going forward. First, Never promise anything you can't deliver. NEVER promise that a service you resell from a supplier (JPC in this case) will always be available because you have no control over what that supplier does.

ALWAYS build in protections so that anything if something bad happens the effect it has on you and your business is minimized. Examples: JPC has in their TOS that network downtime (see note below about server vs. network downtime) will be compensated only by credits to effected clients' hosting costs--that way no one can sue for damages such as lost profits. Another example I recently noticed was on the side of a box of Kodak film: something along the lines of "damages from defect in materials or worksmanship of this product will be limited to the purchase price of the individual roll of film"--preventing anyone from saying that a bad roll of film contained what would have been an award winning photo or the latest tabloid cover shot of Brittney Spears' <insert uncovered body part here>, or that a bad roll of film damaged someones $10,000 camera.

Whats going on JaguarPC .. and where is Jag promise that the services will be up 100% ...

Read the TOS again. JPC doesn't promise 100% service uptime, only 100% network uptime. All that that means is that there is at least one working connection to the Internet from JPC's datacenters at all times. No host guarantees service uptime, at least not for $10-$50/month single-server hosting setups, there are just too many variables that can bring servers (or individual services) down.

my invoice tomorrow and you will charge me for what ?? for this bad services ???????????????????

They will charge you for the space on the server and your share of available bandwidth, and for the tech support staff feverishly working to restore your server. Yes, it is unfortunate that the server is down right now, but anyone who has been around computers for a while knows that computers will always, eventually, crash. Rest assured that, once the server is back online, you will very likely experience several months on high-quality, uninterrupted service.

where is the support and what you mean by "We are sorry for this unavoidable inconvenience".

Support is busy doing everything the can to get your server back online and running again. They are also doing everything they can to prevent other servers from going down in the first place. When they say "sorry for the inconvenience" they are being genuine. No sys admin enjoys having a server off-line. It means lots of work to diagnose the problem at the expense of other previously planned activities (like routine upgrades, testing new software), incredible stress, often longer-than-normal hours, and upset--even irate--users. No one enjoys that, but it is part of the job and you just have to grin and bear it.

--Jason

[the_ancient]

Cressida has been down for nearly 48 hours now, it wouldn't be so bad but I recently cancelled a reseller account with another provider and moved the sites to Jaguar over the weekend, telling the customers they were being moved to an upgraded server - and this is their first experience of the "up-grade" still they have been fairly understanding so far (except one who has just launched his google adwords campaign)

I find "the_ancients" comments completely unconstructive and unhelpful in this forum, of course any of the resellers affected are going to be frustrated by the length of time this is taking to resolve and this is the place to vent those frustrations, and JaguarPC does give the impression on its website that availability is 100% so people are correct to complain. The small print of the ToS/SLA says it refers to the internal network equipment only -switches, routers & cables which happen to be the most resilient and easily replaced components of any network, 999 times out of 1000 it will always be the server or DNS or someother area of the network/comms that fails. The real issue is the single point of failure being present in the first place, how much extra would it cost to have clusters instead of single servers?, I for one would be prepared to pay a little extra for the additonal peace of mind and then perhaps Jag could actually claim 100% uptime

You will get over it, I am not your mommy, I tell you what other people will not, the cold hard truth, with out feeling or remorse. I will never "soften the blow" why?? because I have found over the many years that people retain and follow through more when I hit them HARD with the truth, if I softened the blow as it were you would learn nothing from this and be right back here if/when the server went out again.

JPC gets most of its business because of the LOW prices, that low price comes at a price, you claim you would pay more, but I doubt it. If you would, you could have some level of failover already through on your own with some ingenuity on your part. If would not be Full Failover, but it would be better than nothing.

I know they have looked in to GRID hosting and other technology, I dont know if they will ever implement it, but IMO they would have to raise the rates by a factor of 4x if not more in order to offer what you asked for. You ready for that increase?

[winger]

this downtime is simply unacceptable!

makes it very clear that there are too much users in this server.

is the only explanation for all this time spent in data restauration.

is time to JPC think in split the users in more servers.

I also received my invoice today ....no comments

[macuser]

I agree with JPC: this downtime is simply unacceptable!

Is too much time, fortunately I have second reseller and I move all to them, but I have data who need recover, I hope will be there when backup restore was finished. Good luck to all user.

[steve-hopeworks]

Hi folks--

Hold on tight, when it happened to us on demetrius, it took 4+ days to get back up. I was also barraged with "what's your plan? you suck!" type responses when I posted my complaint about the ridiculous downtime.

The issue is not a backup plan, it is Jaguar's reliability and most importantly, accountability that is the issue.

Best of luck!
Steve

[analyst]

All these folks talking for JPC, are you really clients or paid agents talking for JPC? Being down for this long is really not acceptable.

[jason]

JPC has huge, extremely powerful servers that can host a lot of clients very easily. They use these server specs to deliver the best performance at the lowest price. JPC appears to have (based on my experience dealing with many different hosts) some of the least overloaded servers in the industry--JPC servers overall appear much more responsive than those of other hosts and I have only once seen a "disk full" error at JPC (on a server that was slated to be replaced in a couple of weeks at the time) vs. seeing it frequently at some other "budget" hosts that my clients have used. Server capacity is measured by how quickly a server can respond to requests, not by how long it will take to restore a backup. Hard drives will keep getting bigger, the data we create will keep getting bigger, our digital footprints will keep getting bigger--therefore data restore times will keep getting longer.

You want JPC to start using more servers. Would you agree to having your monthly rate doubled or trippled to make that happen? Even if JPC began using less powerful equipment, the cost of 1 server is going to be cheaper to maintain than two servers--twice the equipment to maintain (so more data center staff salaries to pay) twice the space in the datacenter (twice the rent), twice the IP addresses, twice the points of failure (twice the spare parts on hand),...

--Jason

[jason]

All these folks talking for JPC, are you really clients or paid agents talking for JPC? Being down for this long is really not acceptable.

I've offered to show my invoices before, the offer is still on the table. I've been a paying customer for over seven years.

--Jason

Your invoice (*********) for $16.97 has been processed successfully.
-------------------------------------
Payment for invoice *********
has been processed successfully.
-------------------------------------

JaguarPC
PO Box 1108
Fulshear, Tx 77441

Invoice Submitted To:
interbrite.com
*******************
Rochester, NY ***** , UNITED STATES

Primary Email: ********************
Secondary Email: **************
-------------------------

Invoice ID *********
Date of Invoice: 2008-04-28
Pay Type: MasterCard
Card Num: **********
Exp Date: **/**

TOTAL: $16.97
Status: APPROVED
Authorization: SUCCEEDED
-------------------------

For the following service(s):

VPS - Discovery Plan - ********.interbrite.com
10gb space, 150gb transfer, 128mb ram
Addons

Interworx ( $0.00)
-------------------------

Thank you,
billing@jaguarpc.com
JaguarPC
http://www.jaguarpc.com

[winger]

JPC has huge, extremely powerful servers HostTrackerthat can host a lot of clients very easily. They use these server specs to deliver the best performance at the lowest price. JPC appears to have (based on my experience dealing with many different hosts) some of the least overloaded servers in the industry--JPC servers overall appear much more responsive than those of other hosts and I have only once seen a "disk full" error at JPC (on a server that was slated to be replaced in a couple of weeks at the time) vs. seeing it frequently at some other "budget" hosts that my clients have used. Server capacity is measured by how quickly a server can respond to requests, not by how long it will take to restore a backup. Hard drives will keep getting bigger, the data we create will keep getting bigger, our digital footprints will keep getting bigger--therefore data restore times will keep getting longer.

You want JPC to start using more servers. Would you agree to having your monthly rate doubled or trippled to make that happen? Even if JPC began using less powerful equipment, the cost of 1 server is going to be cheaper to maintain than two servers--twice the equipment to maintain (so more data center staff salaries to pay) twice the space in the datacenter (twice the rent), twice the IP addresses, twice the points of failure (twice the spare parts on hand),...

--Jason

I dont agree with that, this is not the case, 48hrs of downtime.

also, I can not call a AMD X2 4000 as "huge, extremely powerful servers"

AND, the load in this server was always high

[jason]

I can agree that the downtime is rather long, but the reliability of the new sytem JPC began using last year is orders of magnitude better than their previous system, even though it did dramatically increase the time it takes to do a restore. I'm sure that Jag and Co. don't appreciate the downtime any more than we do and, if they had a way to decrease restore time while maintaining reliable and cost-effective backups they'd be looking into it.

I can't speak for loads on your sever, but any of the JPC servers I've been on have rarely shown a load over 2.0 when I've checked (even in worse-than-normal conditions). Reseller servers always seem to be the least reliable, probably because of the shear number of resold sites on those servers.

[Ron]

I was also barraged with "what's your plan? you suck!" type responses when I posted my complaint about the ridiculous downtime.

The issue is not a backup plan, it is Jaguar's reliability and most importantly, accountability that is the issue.

You might very well be right, but I don't remember "you suck" comments, I'm sorry that's the impression you've come away with.

Have you created "a plan" since?