Bulk Reseller Server - Down

[Ron]

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.

Nope, not paid agents; in fact I pay just like everyone else, and never get a break when MY site is down because I don't wail about it in public.

My site hasn't had significant downtime in quite a long time.

[pierse]

Some of my sites are coming back up now (just as i started moving them over to another reseller plan) - this is why an eta would be useful even if it was just to say the resolution will take over 6 hours or over 12 hours would be useful, quite often there will be downtime of a few minutes or half an hour but this wouldnt warrant the amount of time it takes to move files and repoint dns, and being optimists we all hope that downtime will be relatively short.

I would say that cressida has been a little unreliable in the run up to this - going down for short periods which is generally a sign that there may be an issue with the server

[Ron]

I've posted an analysis before, but let's go over it again.

I plan on one day down every three months, or 1% downtime. It is part of the business plan, it is part of the risk I take. Every year I anticipate 4 days offline. In this event I would lose about 1% of my business for the year. I do the math and so far have decided that the yearly costs (dollars and/or complexity and/or having to move away from JPC) to have a more highly available site outweigh the costs (loss of revenue and goodwill) of my sites being offline for 4 days in a year. If JPC will provide a failover service that works for a reasonable price, I will be first in line for it.

In the last few years I have been very fortunate, and I do everything *I* can to minimize downtime, like monitoring my own site and raising tickets for high loads and other things that tech support's monitoring might not pick up.

Downtime is part of this business. If you do the math and find that you need high availability you will just have to pay more.

Good luck.

[eHits]

Some of my sites are coming back up now

pierse,

When I do "List Accounts" from WHM,
I see no websites there.

Is this what happened to you,
before your sites came back up?

Mark

[pierse]

pierse,

When I do "List Accounts" from WHM,
I see no websites there.

Is this what happened to you,
before your sites came back up?

Mark

Mark,

My own site isnt yet available on the web, I can enter my cpanel and the same is true - no accounts in the "list accounts" view, however a few of my clients sites have become available on the web so I suppose when the restoration is 100% complete WHM will be back to normal

[micah@smarp.net]

The server has been down for more then 3 days, with no explanation why it would take so long, as far as i have been informed approx. 24 hours ago it was going to only take 3-4 hours! I think we deserve more detailed info on this.

How long should it take to load data back on to a server?


2008-05-12 / 07:32:26

Hi Micah,

We are extremely sorry for the delay caused as the data restore is in progress on the server and this process is painfully slow to avoid any corruption of data or data loss altogether. There is currently no exact ETA for its completion how ever it may take a few hours to complete.
There is a thread in the Jaguar forums that you can refer to for the latest updates regarding this issue.
Emergency Maintenance:cressida.nocdirect.com
Please advise.
Do let us know if you need further assistance.

Regards,
Howard A.
JaguarPC

[micah@smarp.net]

pierse,

When I do "List Accounts" from WHM,
I see no websites there.

Is this what happened to you,
before your sites came back up?

Mark

Same for me!

[micah@smarp.net]

I would be interested to know how you set this up, to sync realtime.

[micah@smarp.net]

More info on the Server 99% SLA please,

They, you, could not afford to pay the price of a Server 99% SLA, that would require 4-5X the cost your paying now...

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



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...


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

[micah@smarp.net]

Would you classify the challenges we have with cressida server as downtime?

Additionally, this guarantee is your remedy for any unscheduled downtime of more than limits outlined above. Downtime must be confirmed by a staff member in our support system. Maximum credit given will not exceed the amount of the charge for the customer service with us. The credit will be applied to your invoice on your next due date. Downtime is measured from the time the customer records such failure in the support ticket system and until a resolution is provided in that ticket.

[micah@smarp.net]

Can you confirm that your tech department is 24/7 and that there are personnel working on this problem during the night, or is it 9-5?

[Fudevs.com]

Now iam sure JPC play with us 3 days in restoring data ... it doesn't make any sense.

[JPC-Zishan]

Can you confirm that your tech department is 24/7 and that there are personnel working on this problem during the night, or is it 9-5?

Yes, tech support works 24/7.

[Fudevs.com]

so where is the support ?? who take cares of this problem !!? can you tell me in which DC we will find problem like this .. 3 days ago and server still down .. is it means u have any kind of support ???

[Ron]

It is unfortunately common to require 3 full days to restore a large reseller server.

My calculations from the time of the OP (which said the machine had been down 12 hours) to now is "just" 2 full days.

I would be expecting it to take another day at this point.

In the past, some reseller servers have been down for 3 days for a full backup restore.