Lots of downtime

[maxryder]

Something is going very wrong at Jag.

I am on my 3rd server in the past two weeks (aligator) and the site is going down periodically throughout the day. Seems like every server I have been on has had issues.

I have been a customer for 5 years and never had so much trouble.

What's the deal?

[JPC-Les]

Max,
I replied to your email earlier and as promised the Support Manager is investigating the issues that have been following you from server to server.

[FoeHammer]

Something is going very wrong at Jag.

I am on my 3rd server in the past two weeks (aligator) and the site is going down periodically throughout the day. Seems like every server I have been on has had issues.

I have been a customer for 5 years and never had so much trouble.

What's the deal?

100% Network Uptime Guarantee Feature included in Plan
Money Back Guarantee Feature included in Plan

Network Guarantee
We guarantee that the network will be available 100% of the time in a given month (this does not include functionality of software/services on a server), excluding scheduled maintenance. If network downtime occurs 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.

Network uptime includes functioning of all network infrastructure including routers, switches and cabling, but does not include services, daemons, software running on your server, or hardware failure on a server. Network uptime means the network itself will be up and available. In situations where a client runs a cluster or redundant server they can take advantage of the 100% uptime guarantee by eliminating a single point of failure in their hardware.

We are not responsible for outages or circumstances beyond our control that hinder access to your site or server. The following are excluded from the monthly calculation of Service Availability:
- Scheduled downtime or maintenance (kernel, software updates, hardware upgrades or replacement)
- Traffic conditions on the Internet outside our network
- ISP or local problems such as Browser or DNS caching
- DDoS, Attacks, Exploits or hacked servers
- An outage from an upstream facility outside of our network
- Interruptions or failure of individual service caused by client, their employees, client's customers, friends, or family to their service.
- Inaccurate installation or configuration of software by the client or non-staff, 3rd party software, client abuse or over utilization of resources.

Data Center (NOC) Guarantee
We guarantee that the critical systems, including power and HVAC, will be available 100% of the time in a given month, excluding scheduled maintenance. We will refund the customer 5% of the monthly fee for each 60 minutes of downtime (up to 100% of customer's monthly fee).

Critical systems includes functioning of all power and HVAC infrastructure including UPSs, PDUs and cabling, but does not include the power supplies on customers' servers. NOC downtime exists when a particular server is shut down due to power or heat problems and we record such a failure in the support ticket system.

Seems that you're not alone my friend, I wish you luck.

[FoeHammer]

forgot to say max, at least they have given you the common courtesy of a reply, while completely ignoring my refund request., I wished you luck in mny last reply, you're going to need it my friend, things are not whet they used to be around here, or so it seems.

[JPC-Les]

FoeHammer,
The network uptime guarantee doesn't relate to the issues Max is seeing.

Refund requests can take up to 30 days to be processed. You're not being ignored and the ticket will be handled in turn.

[FoeHammer]

foehammer,
the network uptime guarantee doesn't relate to the issues max is seeing.

Refund requests can take up to 30 days to be processed. You're not being ignored and the ticket will be handled in turn.

unacceptable, please read the tickets.

[JPC-Les]

I promise the ticket will be attended to in turn.

[FoeHammer]

That promise really doesn't endear me hope anymore, long story cut short: shortage of hardware, a refund was promised on the 12th, ignorance ever since.

Draw your own conclusions, all I would say further on this matter is, put the boot on the other foot, would YOU take this 'crap'????


I don't normally complain in public, however, your total ignorance of my issue has forced me to the forums.

You haven't even had the common courtesy to reply to my own thread.

[JPC-Rizwan]

Something is going very wrong at Jag.

I am on my 3rd server in the past two weeks (aligator) and the site is going down periodically throughout the day. Seems like every server I have been on has had issues.

I have been a customer for 5 years and never had so much trouble.

What's the deal?

maxryder , I am working on your ticket/issue and will update you shortly. Please follow up with your support ticket.

[JPC-Les]

FoeHammer,
I'm speaking in general terms on established policies here. I don't know anything about your specific case. My knowledge of FoeHammer extends only to a sword from Lord of the Rings. I see your PM so I'll ask for your ticket number there so I can investigate further for you.

[JPC-Les]

FoeHammer your refund issue is resolved. We were behind on setups and you requested cancellation Sunday when billing/sales office was closed and techs simply had not got to your ticket today yet. This was not a case of ignoring a ticket. I'm sorry we didn't get this done for you in your timeframe.

[JPC-Les]

Back on topic Max Rizwan is still working your issue.

[poukeorg]

hello
why is there so many short term downtimes?
in last couple of days there were quite a few of non working times ...

we host a forum, how would you feel if you could not login in here??

[maxryder]

Back on topic Max Rizwan is still working your issue.

Still waiting for them to put me on a stable server....

[JPC-Awais]

max,

Your account has been moved to another stable shared server.