Andre, please contact me...

[imported_Derek]

Andre, please contact me in reference to recurring issues that I have been having with my VPS for roughly 3 or 4 months that I am unable to get resolved via support tickets.

[Andre]

I would suggest to simply open a support ticket about any problems you have, in case support cannot fix the problem our support team will escalate the ticket to one of our senior admins or me.

[imported_Derek]

Andre...
I have opened numerous support tickets, many of which have been escalated. I am still having the same problems that I had months ago, and I am still receiving the same excuses. I am growing tired of opening tickets that are solved in the short term, to only reappear the next time my VPS mysteriously reboots.

[Andre]

Derek it's not as if I am a magician and that I'm able to lower your ram usage, your ram usage is being caused by the applications you are running and the only way to get it lowered is by stopping those applications that use a lot of ram. If you are having a problem you will simply have to open a support ticket and in case our techs cannot resolve it they will escalate it to one of our senior admins.

[imported_Derek]

Andre...

I do not expect you to be a magician, however I do expect to receive a stable product from you and the assistance that was promised at the time that I signed up for service with you. So far this is not happening. I have opened ticket after ticket and quite frankly am tired of being told that the problem has been resolved when in fact it is not.

Virtuozzo is reporting problems, my VPS states that it is out of memory when in reality it is using less than 1/4th of the allocated resources and exim fails regularly.

My request that you contact me is a result of having tried other avenues to get this problem resolved (for months now), and having them failed. And now I'm disappointed that you can not even send me a courtesy e-mail. I am not asking for a lot here, only your assistance.

[imported_brew]

Andre, as a customer, it would have looked much better if your first response was something more like: Hi Derek, I've looked at your past trouble tickets, and ... blah blah blah.

As is, it was like answering a customer with email problems to email you a support request.

[Andre]

Derek, Brew,

I only indicated that if you would like me or one of our senior admins to take a look at the ticket that you should ask our techs to escalate the ticket to a senior admin. This forum is not the place to request that.

[Andre]

I've just read the entire ticket and I don't really understand why you asked me to look into this because our techs did help you accordingly.

I don't think you understand what this black zone is though. The black zone does not necessarily mean that the VPS is using all resources. It means that it is trying to allocate resources beyond what is available, and as a result it doesn't allocate those resources at all (thus it'll seem like there's plenty of ram available - but that is because the application you are trying to run isn't active).

So in other words: if there would be more ram available, your vps would also be using more ram and then the application in question would also run properly.

Also; our techs have already doubled the number of the SHMpages on your VPS, which should help.

I really don't mind looking at a ticket for you but in this ticket our techs did what they could, there is nothign I could have done they didn't already do. That's what I meant by my remark about not being a magician: it's not as if I can make your ram usage go down without killing applications in your VPS.

[imported_Derek]

Andre,
I have not been updated regarding this issue in days, other than several replies stating "things look ok right now, let us know if you have more problems." Additionally I am not running anything other than the bare basics (Apache, MySQL, and the such), Cpanel and MailScanner. I understand that MailScanner uses a bit of memory, however I only have 1 instance of it running at a time, which should not use that much memory. And I do understand the black zone. What I do not understand is what is attempting to use all of these resources as the techs have not been overly eager to give any form of useful feedback. The issue is causing basic php scripts to fail while the VPS is in the black zone.

Additionally, no one has bothered to look into the Virtuozzo errors that I have been experiencing. I have screen capures that show that the errors have been occuring, and have e-mailed them to the techs as "proof" as if at times I feel as if the techs think that I don't know what I am talking about.

And finally, the recurring Exim issues have not been resolved. Each time I am told that they have been fixed, and during each of the 6 or 7 "planned maintenance periods" in which the VPS has been restarted with absolutely no notice prior to, during or after the reboot, the issue resurfaces and I have to ask that the problem be fixed again.

Again I have tried and tried to get these issues resolved without posting here or on any other forums, even requesting that you contact me privately regarding the issues. However, I am growing increasingly frusterated with the issues that I am facing.

[Andre]

Derek,

MailScanner can actually use a huge amount of ram. What you don't seem to understand here is that you are causing this ram usage yourself, we do not affect that in any way. You can keep blaming us for not being overly eager to solve the problem, but the thing is that we cannot solve the problem unless if you lower your ram usage or upgrade the amount of ram that's allocated to your VPS.

Also there have not been 6 or 7 planned maintenance periods recently, so I'm not sure what you are referring to.

I suggest to discuss any issues you may still experience (other then the lack of ram - which we simply cannot prevent unless if you agree to disable certain applications such as mailscanner) in the ticket, because discussing the issue here and in the ticket at the same time will lead to miscommunication. Feel free to ask the techs to escalate the ticket to me or one of our other senior admins if you feel like the techs aren't handling the issue accordingly.