Trinculo?

[jimnyc]

Received this email from Jag this morning:

We are contacting you to inform you about some upcoming scheduled maintenance. The SDX server "trinculo.nocdirect.com" needs a bad drive replaced in its RAID array.

This has been scheduled to be performed at 08:00pm EST on November 16th, 2010. The estimated downtime is 10 to 15 minutes.

The ETA was correct and the downtime was only 10 mins, but my forum went back 3 days and I lost about 600-1000 posts. Was this server restored? Anyone know what happened?

[Ron]

Open a ticket with support, they MIGHT be able to get you a current db, but would you want to lose today?

It's a dilemma.

[Ron]

Oh you'd only lose an hour. Hmmmmm is it worth the risk? Dump (back up) your db before you request it!

[jimnyc]

I have a ticket open for well over an hour now and it's still listed as "New", which I believe means it hasn't even been looked at yet, when it will become "assigned". Ticket #13211934

I'm unsure how the entire server, files and SQL database, can just drop back 3 days because of a HDD swap on an array. Even if the new drive didn't work, how would the server magically go back 3 days? I just wish support would monitor tickets like they used to, which was always a reasonable amount of time, but has gotten much slower. When you make a hardware change they should even know they are going to get inquiries. And when data loss occurs they should definitely be right on top of things since the server was literally worked on 10 mins before I opened my ticket

[JPC-Anoop]

Jimnyc,

I'm working on your ticket and update it as soon as possible. Please hold on.

[jimnyc]

Jimnyc,

I'm working on your ticket and update it as soon as possible. Please hold on.

Anoop - you restored my site from a backup of yesterday at about 4:30am EST. I understand this is probably the best JagPC can do and I'll have to bite my teeth and accept the fact that I lost a day worth of data. But I've asked multiple times in my ticket as to WHAT happened and HOW. How can a server be down for 10 mins, come right back up, and 3 days worth of data disappears? This question remains consistently unanswered. Also, once again, today I am not getting a technician to LOOK at my ticket let alone answer it. Then I "escalated" the ticket and still no one is looking at it.

Has something in the support department of JaguarPC recently changed that it's taking so long for technicians to even look at tickets?

[jimnyc]

Just going to add this quote from a Jag representative in another thread. I know this isn't a support area, but it's odd that I see Jag employees currently perusing the forums here while my ticket still sits unacknowledged.

****, we are glad your issue was resolved. Please note that community forum is not an official means for seeking technical support's attention. We have several other means like help desk, email and live chat available that you can use should you require assistance. It helps us judge ticket priority if you select "Emergency" for emergency issues while opening tickets. Also FYI, there is an "Escalate Ticket" link at the top of the ticket view in help desk that you can use to escalate your ticket for quicker resolution. We normally do follow up with such issues in a relatively quicker time.

Help desk is barely even viewing tickets when I open them, live chat is offline currently & I escalated the ticket and still nothing.

[JPC-Jim]

I will look into what happened here. The delays in support currently are due to a few things. We are still doing IP migrations, server migrations, and we also just put Live Chat online for Support. All of these things combined have slowed our response times, we are working on it, and will get it back to where it should be.

[jimnyc]

I will look into what happened here. The delays in support currently are due to a few things. We are still doing IP migrations, server migrations, and we also just put Live Chat online for Support. All of these things combined have slowed our response times, we are working on it, and will get it back to where it should be.

I will then await your reply in the ticket that I have all but given up on.

[JPC-Jim]

I have responded to the ticket. Please let us know if you need anything, or have any further issues.