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CoyaN · 01-24-2010, 04:56 PM

I write this message because people must know the reality (prices are ok but service sometimes are very slow) and evince my frustration.

Wednesday about 22h [European time] fox.nocdirect.com goes down. Now 4 days later continues down.

In the other hand, in more than 2 years I haven't big problems, only little downs (no more than 3 hours), having a availability more than 99.00% of total time.

But, 4 days (and growing)?
I mention that it will be data lost? (I couldn't know how data were lost because the server is down).
Then only response are excuses.

I probably go in very short time to another VPS provider because we think that 4 days are unacceptable.

JPC-NickO · 01-24-2010, 05:05 PM

Hi CoyaN,

We are still restoring VE's on the fox server. There is nothing we can do at this point to restore these any faster. We are working with our backup solution provider to improve our recovery times.

If you can provide your ticket number I can review the ticket to make sure everyone is responding according to our standards.

Since we are restoring from a backup the changes between the backup time and the failure will be lost. There is no way to avoid this. The cause of the issue was drive failure which resulted in the file system being corrupted.

CoyaN · 01-25-2010, 03:37 PM

We can add a completely day, in total more than 120 hours offline (5 days).

Your "fast" response (only 120 hours) to solve problems are spectacular.
How much more time you need? 150 hours? or more?

JaguarPC is extremely slow but at least they are very polite people, they solve all problems saying "sorry but we can do more".

JAGUARPC = NEVER more, NEVER, NEVER.

JPC-NickO · 01-25-2010, 03:46 PM

Hi CoyaN,

Please don't conflate our ticket response times with the time it is taking to resolve your issue. Someone was working on the Fox issue within minutes of the outage. The restore process is completely automated so there is simply nothing we could be doing speed this up or slow it down.

We are unable to provide an estimate as to when the restore will complete as it isn't possible to provide an accurate one.

01-24-2010, 04:56 PM	#1
CoyaN JPC Member Join Date: Apr 2008 Posts: 5	fox.nocdirect.com down for 4 days I write this message because people must know the reality (prices are ok but service sometimes are very slow) and evince my frustration. Wednesday about 22h [European time] fox.nocdirect.com goes down. Now 4 days later continues down. In the other hand, in more than 2 years I haven't big problems, only little downs (no more than 3 hours), having a availability more than 99.00% of total time. But, 4 days (and growing)? I mention that it will be data lost? (I couldn't know how data were lost because the server is down). Then only response are excuses. I probably go in very short time to another VPS provider because we think that 4 days are unacceptable.

01-24-2010, 05:05 PM	#2
JPC-NickO Techinical Support Rep. Join Date: Oct 2008 Location: Canada Posts: 355	Hi CoyaN, We are still restoring VE's on the fox server. There is nothing we can do at this point to restore these any faster. We are working with our backup solution provider to improve our recovery times. If you can provide your ticket number I can review the ticket to make sure everyone is responding according to our standards. Since we are restoring from a backup the changes between the backup time and the failure will be lost. There is no way to avoid this. The cause of the issue was drive failure which resulted in the file system being corrupted. __________________ I do work for JaguarPC. If you do need help please provide your ticket number (this isn't sensitive information). If I'm not active on the forum please open a ticket instead of PMing me. If you think the issue requires access to your server please open a ticket.

01-25-2010, 03:46 PM	#4
JPC-NickO Techinical Support Rep. Join Date: Oct 2008 Location: Canada Posts: 355	Hi CoyaN, Please don't conflate our ticket response times with the time it is taking to resolve your issue. Someone was working on the Fox issue within minutes of the outage. The restore process is completely automated so there is simply nothing we could be doing speed this up or slow it down. We are unable to provide an estimate as to when the restore will complete as it isn't possible to provide an accurate one. __________________ I do work for JaguarPC. If you do need help please provide your ticket number (this isn't sensitive information). If I'm not active on the forum please open a ticket instead of PMing me. If you think the issue requires access to your server please open a ticket.

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01-25-2010, 03:37 PM	#3
CoyaN JPC Member Join Date: Apr 2008 Posts: 5	We can add a completely day, in total more than 120 hours offline (5 days). Your "fast" response (only 120 hours) to solve problems are spectacular. How much more time you need? 150 hours? or more? JaguarPC is extremely slow but at least they are very polite people, they solve all problems saying "sorry but we can do more". JAGUARPC = NEVER more, NEVER, NEVER.