SLA Guarantee

[knoxhosting.com]

I submitted this the "proper" way, too, but am posting it here for those of you experiencing downtime. JaguarPC has a great SLA Guarantee that you should take advantage of. 5% off your monthly invoice for every hour of downtime.

I'm at a 60% discount so far.

http://www.jaguarpc.com/about/policies/?sla states:

"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."

and

"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). "

This was not scheduled maintenance and is involving the hardware YOU are responsible for, hence the reason a FSCK is running. This downtime is the responsibility of JaguarPC and hence I am invoking my rights under your Service Level Agreement.

In 20 minutes it will be 12 hours that my server has been unreachable because of your hardware node failure. I opened this ticket at 1:37 AM EST.

So far, that's 60% of my monthly fee for this month that I should receive as a refund, or at the very least a discount off my next invoice. Every 60 minutes of downtime is 5% off my invoice.

My customers are so pissed off right now I wouldn't mind it being down for another 8 hours at this point, because I've already lost the two customers that made my VPS profitable. At this point, I'm at a loss now anyway, and if it's offline for another 8 hours, I'd at least not have to pay my VPS fee for this month.

This is terrible customer service and technical support on JaguarPC's part. Unacceptable downtime. FSCK's don't take 12 hours to run.

[rainboy]

So the network conectivity to your server has been down ?

According to me the SLA is only for the Network connectivity and not for server uptime. Those things are 2 completely different things.

So according to me you don't have anything to claim at all. Maybe JPC wants to help you out, thats another story, but according to the above SLA they don't have too from a legal point of view.

Kindest regards,
Patrick

[TahirMeer]

I agree with knoxhosting.com, ~12hr downtime is really a lot. It would be really nice of JPC if they could make exception if it’s not in the SLA, and give discount on the next invoice.

I will open ticket as well, and hope for the best not expect 60% off but still I do expect some thing for the lost time...


Sincere Regards,
Tahir

[knoxhosting.com]

At 2006-06-09 / 01:32:45, Tech "Edward" told me the server was down and it was NOT due to a DOS attack, that the hard drive was having problems and they requested a reboot. FSCK was running, and "coninuted to run" for the next 13-14 hours. (yeah, right)

At 2006-06-09 / 14:39:20, Billing Rep "Joshua Abbott" told me that no refund will be given because the server was down due to a DOS attack.

Liars, all of you Jag people. Convenient how the tech person knows its not a DOS attack on the server, but the billing person says thats what the problem was so they don't have to honor their own ****ing SLA.

My experience will be posted on WebHostingTalk.com and other web hosting sites.

I'm sick of this place. FIFTEEN F***** HOURS OF DOWNTIME!!!! Jerks!

[knoxhosting.com]

Oh, yeah I forgot... DOS attack, my ass. The server was pinging 20-30ms during the entire downtime.

Which raises an interesting point because on my CentOS box I have at home, I forced it to run an FSCK and while FSCK was running, the network daemons weren't even started, which means I shouldn't have been able to ping my server if it was running FSCK.

[Gwaihir]

It usually takes more than a single cause to bring a machine down for so long; they're pretty solid. So, there's probably a good deal of truth in both things you heard.

Getting pretty tired of these type of threads though. If you're running a hosting business you should know a network from a server and you should know that it's the hosts first priority to get things going again, to sort out later any matters of detailed reports of what exactly happened, as well as offering compensation. If there was the slightest unclearity, you could have also read up on similar threads on these here board, there are several and pretty recent too. But no, you just want to kick a nonsensical fuss. JagPC needs a new rule for that: no goodwill compensations for folk like you.

Yeah, it is a lot of downtime. Yeah, it sucks, bigtime. Leave the techs on it. They'll get it done. Next day, after they had their sleep too and all, they'll get back here with a full report. They allways do. Usually there are guestures to try to make up afterwards. Not because SLA says so (which it doesn't), but because JagPC wants to keep it most clear that they do not profit from bad service, not in the slightest.

[Rebel007]

I have had the same thing the OP here has, BUT I know the last thing Greg wants or needs is servers going down.

I HOPE there are ways to mitigate this put in place so future incidents don't take so long to put right, but I am certainly not going off at the deep end because nobody profits from that.

Goodwill gestures, compensation? well to be honest the SLA talks about network downtime, and I don't believe that was the case here, so while I would appreciate any goodwill gesture, I am not expecting it, because as far as I am aware we are not entitled to it as much as I wish we were.

[JPC-Greg]

At 2006-06-09 / 01:32:45, Tech "Edward" told me the server was down and it was NOT due to a DOS attack, that the hard drive was having problems and they requested a reboot. FSCK was running, and "coninuted to run" for the next 13-14 hours. (yeah, right)

At 2006-06-09 / 14:39:20, Billing Rep "Joshua Abbott" told me that no refund will be given because the server was down due to a DOS attack.

Liars, all of you Jag people. Convenient how the tech person knows its not a DOS attack on the server, but the billing person says thats what the problem was so they don't have to honor their own ****ing SLA.

My experience will be posted on WebHostingTalk.com and other web hosting sites.

I'm sick of this place. FIFTEEN F***** HOURS OF DOWNTIME!!!! Jerks!

This post is a bit extreme and should probably be removed but Im leaving it. I want to address this head on and personally. Joshua (in sales) may not know what took a server down, doesnt need to really as he is not support. Despite that behind the scenes in our virtual office im fairly sure everyone knew one node was down a while today for a very long fsck. Nobody is sure what casued the exact extent of the file system damage but there was no hwardware failure, no known ddos to the machine (that im aware of) , and once up it was thoroughly checked and we're making every best effort to find out what caused the abrupt reboot. reboots happen but it always sucks when the filesystem inodes go awry and the system forces an in depth fsck. Anyhow after that long fsck and the data was 100% there and repaired the machine came up just fine.

Coming on here, or anywhere, and yelling about our crew being liars is just un called for and doesnt help anything. There was no part of our SLA breached or broken, no network failed, no hardware even failed, just a normal function of a linux operating system took a while to complete as it repaired lost/corrupt inodes. Despite that if you feel we are somehow responsible and would like some credit we will , once again as we've done before, violate the terms of our own SLA to your benefit and credit you something for the downtime.

We're all sorry that the week ended on this note for the clients of that node. All 20 or so of you are more then welcome to request a partial credit not for the downtime, but to show our good faith to you. Reference my post if you like. But please refrain from slandering our work, our efforts, and our staff who are all just here working for you and your businesses. We dont make money when machines are down and we cant change the nature of the linux fsck. We have to play the hands we're dealt.

[Ron]

I don't like it that you're responding this way to "verbal" abuse, Greg. If I call JAGPC a bunch of names can I get free services too?

I dunno, saying nice things about you guys is worth less than a public rant?

[Vin DSL]

FSCK's don't take 12 hours to run...

Hrm...

...the terms "fsck" and "fscked" have come into use among Unix system administrators as a euphemism of the words **** and ****ed. When one is told "Go fsck yourself!" the meaning implied is to "go away, analyze yourself, and fix your problems", mirroring fsck's primary function...

Go fsck yourself!

*edit*

LoL! Well, isn't life funny?

As fate would have it, I just had to contact the 'liars' over in Tech Support.

Check this out -- 3 min 29 sec to resolve the problem -- at Midnight!

TicketID 2303795, in case you think I'm lying too...

And, speaking of uptime, this has been my experience at JagPC [live stat]:

http://host-tracker.com/website-upti...tistics/77357/

[Rebel007]

I don't like it that you're responding this way to "verbal" abuse, Greg. If I call JAGPC a bunch of names can I get free services too?

I dunno, saying nice things about you guys is worth less than a public rant?

I have to say I agree even though it appears IF I complain and ask for compensation this means I will get it.

I have a BIG BIG problem with this you say

All 20 or so of you are more then welcome to request a partial credit not for the downtime, but to show our good faith to you.

but I actually feel uncomfortable asking for a refund, I do realise these things happen and I do realise you have done your best to rectify the problem, I HAVE been affected but I DON'T want to ask for a refund, surely this is something that you could either OFFER as a gesture (without us requesting it) or say NO its not something you are willing to do.

It looks like the person moaning and calling you names WILL get something, because of his attitude, whereas those of us that are reasonable, and do not want to be a*s*h*l*s will get nothing.

I feel uncomfortable asking for compensation under ANY circumstances, and to be honest Greg, you should, in my humble opinion either say, everyone affected gets compensated, nobody gets compensated or, those people who have acted in a reasonable and ACCEPTABLE manner (not those that call you liars etc) get a small token compensation.

Look at it like this, by my just posting this, I am giving you the option of not giving me anything, and therefore saving yourself some money, BUT at least I am being honest.

[JPC-Greg]

I don't like it that you're responding this way to "verbal" abuse, Greg. If I call JAGPC a bunch of names can I get free services too?

I dunno, saying nice things about you guys is worth less than a public rant?

Im not, I dont appreciate that kind of talk nor does any other human I imagine. Im hoping that user will act a little more adult when presented with a tough situation next time. However Im not about to be little about that and let it stop anything. I had already told and given permission to the staff to credit people for this incident before I saw his post. Each time we do things like that though I like to first spell out and try to embed this is not a credit/refundable incident in our sla before I get on to the "goodies" becuase eventually and sometimes we will just say no, see the rules.

[Spathiphyllum]

Reasonable people will allow discretionary response. This is a business relationship and understanding by both parties is a requirement. If I truly feel aggrieved, I'll ask for some sort of compensation. If it's an error where technically my complaint is valid but the ultimate consequence to me is relatively trivial (or not), I'd just skip the request for "fair" compensation and save my ire for a truly impacful problem.

I guess discretionary responses are a two-way street.

[JPC-Greg]

I made a post in our log today about fsck's some of you might find educational.