vps support - to andre

[kosmo]

Dear Andre,

After three days of weak server performance, from all your support only you gave me an answer to problems which we have on our vps (since Wednesday morning apache is restarting or down all the time, which makes impossible to view sites). Ok... you said that or RAM usage is to big, OK...In this situation I want to buy more memory. But please let me know why anyone didn't told me that 48 hours earlier when we have started writing you about our problem. Earlier you told me that we were messing around with the http.conf which is not true, actually Your staff was rebuilding it yesterday afternoon with easyapache tool, then we have started to have really big problems. The second, most important thing is why any one don't give a damn about installing us more ram. I have sent 3 emails about it to the support (POM-51232 two hours before) and to the sales department (JTJ-54046 half an hour ago). Still no replay, websites are still down.

I have to say this is the first problem I have with your support thats why I would prefer to write this message on your private email... but it happens that I don't have your address. I hope you will have second look on our case and someone finally ll help us solving this problem.

Kind Regards,

Michal

[PaulStuffins]

You can only upgrade your RAM by upgrading to the next plan.

If you are at the Enterprise plan already you can upgrade your RAM on its own.

Paul

[kosmo]

Thanks Paul,

No one told me about it until now. I would migrate to higher plan or get more ram but no one want to help me with that. Last replay from the support 1,5 h ago - "Andre will take care about it, when he's back". I have also asked if the apache reboot every 14 minutes might be caused by some kind of dos attack - and still nothing.

Michal

[tonino]

Kosmo, are you on the USA or NL Datacenter?

We have not being pleased at all with the supoport we are getting for the past 15-20 days. Something is going wrong and I cannot see why I am getting so dissaponted with DEHE support all of a sudden. We have a similar problem like yours (having various services failing like cpsrvd, named, httpd, pop) and the VPS goes into "mounted" mode every now and then. It really is a nightmare!!!

Everything started after the NL node hardware failure on the 1st of August. We have been told it is a resources problem, but I can see nothing in VZPP where all our resources values are well below limits (most are between 15-40% usage). When we say, OK if it is a resources issue please let us know what is wrong, what is causing it and what can we do to fix it... we get NO ANSWER!

We are still waiting for a diagnosis and permanent solution.

I do not know whether it is a summer holiday thing or there is just TOO much going on with DEHE & Solidhost right now (re-organising, administrative changes, etc), but the suppory lately has degraded significantly.

I hope that Andre will act ASAP.

[kosmo]

Tonino - I m on the NL Datacenter.

Yesterday I have been emailing the support whole day and still nothing. This morning I thought that, it is maybe back to normal (12 hours after last support answer: "they will reply you back in that ticket as soon as possible" ) but no httpd keep falling again... I don't know what to do in this situation... I m trying to get a support at the cpanel.net. On the one hand I was happy with their service for more than 6 months but now they are totally rubbish. I feel that answers like "We have already forwarded this to our senior admins" are just sent to keep me quiet for a while.

Michal

[ThunderStorms]

Hello,

A question to you:

1. In Virtuozzo have you checked the actionslog in particulary about the issue that it goes to mounting ?


Haven't had problems with support lately so can't say much about that, my vps is also in the NL DC.

The first thing what i notice is cpanel, you both use it ?

As far as i've seen cpanel vps-es always some services seem to fail, it looks to me more an cpanel issue, though i can't say much as i don't know any of your cases or vps-es.

That said, i hope indeed for you that it gets resolved.

Regards,

Arno

[tonino]

@ KOSMO - are you on the node that had the hardware issue on the 1st of August?

@ ThunderStorms - My VZPP shows absolutely NO warnings neither in QoS Alerts nor in any other resources values. Andre showed me a Virtuozzp log file where the 'nofork protection' stops our VPS (goes MOUNTED) due to excesive usage of an 'uknown' resource... we do not know which resource is supposed to be overused and why (Virtuozzo or Cpanel bug, malicious attack, etc).

Support techs and Andre said that Senior Admins will investigate into it, but we haven't heard from them yet...

The only thing I know is that using SSH > top & free commands I can see that the machine I am on has 8GB of RAM and only ~140MB of it is used. If the values are accurate it means that they either move our VPS on an empty node or the used RAM value represents our own VPS usage only.

Anyway, we are constantly under anxiety & frustration until this problem is permanently solved. Although we do not intend to stay like that for much longer... if no positive progress is made I regret to say that we will have to say "Farewell" to DEHE, which I must say has been quite good up to this point.

[kosmo]

I m not sure, if I m on the same node we didn't have any issue on the 1st... I know that I had 20 f**** restarts of httpd since 10 o'clock, despite the fact that I m using 2.2% of memory. Support still nothing since yesterday... Do they work on weekends? I thought that is 24/7...

Michal

[Andre]

Michal,

You seem to keep blaming support for your ram usage, which doesn't make sense. YOU use your VPS and you use the ram. You use a lot more ram than what's guaranteed to your VPS, and yes that may get your vps killed. Tonino the same thing goes for you. Right now only 140mb may be in use, but at the time your VPS got killed you were out of ram. This is not to be blamed on our support department, they don't control your usage.

As for support being available 24/7: yes they are available 24/7 but they are not going to repeat the same thing over and over. They cannot 'solve' your ram usage unless if you want them to kill your processes. If you want to go somewhere else, that's fine, but you'll have the same problem anywhere else too.

If you want to get your VPS upgraded you should contact billing. Complaining about your RAM usage here really isn't going to make a difference. I am closing this thread now because I have explained several times before to you that we are not responsibile for your ram usage.