Mercury down since yesterday?? What's going on?

[DaisyJen]

I am concerned about the lack updates from Jag regarding Mercury being down since yesterday. My business website is housed on this server as are several re-sold accounts. I am starting to get angry emails from clients who are asking about the 99% uptime guarantee, yet I see no updates in the forum or elsewhere on what's going on or when this problem will be fixed.

Every minute that my website is down, I'm losing potential customers and I'm starting to get mad.

Jaguar, PLEASE give us an update and an estimate on when the server will be back up and running.

Also, who do we contact about the 99% uptime guarantee??

[tank]

putting a support ticket in is the first point of contact for service and gaurantee.

[danielc]

It isn't 99%. It is 99.99%

Jaguar PC Network Guarantee
We guarantee that the network will be available 99.99% of the time in a given month (this does not include functionality of software/services on a server), excluding scheduled maintenance. If network downtime exceeds 0.01% the customer will be refunded 5% of their monthly fee for every 60 minutes of downtime, up to 100% of the customer's monthly fee.

[DaisyJen]

I've already submitted a support ticket Tank and then came here to see if I anyone else had any info or to see if anyone from Jaguar was reading the forums.

My biggest concern with them has always been the lack of communication. Granted, it's gotten better over the last couple of years, but when you have a server down and have not updated at all on it, well, that's poor customer service.

As for the uptime guarantee, does that go towards my account my re-sold accounts that are affected by the server that's down?

[Sara]

The com from tptb has been kinda "sucky" lately in general.

[Ron]

I used to be on mercury, and it was an extremely stable environment. I agree with the request for communications and info... but -- is the machine really down, or is there a problem just with your site(s)? I have an associate whose site is still on mercury, and that site appears to be up at the moment...?

[Vin DSL]

I agree with the request for communications and info... but -- is the machine really down, or is there a problem just with your site(s)?

Looks like they replaced the RAM yesterday...

http://jaguarpc.com/forums/showthread.php?t=13384

[JPC-Greg]

My biggest concern with them has always been the lack of communication. Granted, it's gotten better over the last couple of years, but when you have a server down and have not updated at all on it, well, that's poor customer service.

Im not 100% and im checking with everyone but other than mercuries memory problem and replacement I dont think its been down and definitely not for hours or days or anything that extreme. Definitely make sure this is ticketed.

[wgiese]

Im not 100% and im checking with everyone but other than mercuries memory problem and replacement I dont think its been down and definitely not for hours or days or anything that extreme. Definitely make sure this is ticketed.

What's being reported to you does not match what I've seen. See my ticket #2246023 if you are interested.

It has been routinely down and/or had critical services (HTTP and mySQL) unavailable for almost 24 hours. I've reported this via the above ticket several times.

As of right now, mySQL is down again.

[mattaustin]

I'm on Mercury as well. Availability has been pretty spotty all day.

As far as communication goes, the only thing I'm aware of is being able to subscribe to the Maintenance forum. You'll get superfluous information to be sure, but at least you'll have a heads-up when something concerning your server does happen.

Thinking about contacting customer service to see if they can set up some sort of automatic administrative e-mail.

[JPC-Greg]

moved to support forum

[mattaustin]

Okay. This is getting a little on the rediculous side.

[The Kraken]

I was having problems with the e-mail on mercury. I never had a problem with the HTTP side, but couldn't receive messages. But, I submitted a ticket and they responded quickly and it seems to be fine. We'll see how it goes over the next few days.