VPS Offline Nearly 24 Hours

[Malenkaya]

Our Enterprise VPS has been offline close to 24 hours now. I know it's been down at least 22 hours, because that was how long ago it was first brought to my attention. The actual downtime could exceed 24 at this point.

We have been a VPS customer of JaguarPC since last November. Just a week ago we upgraded our plan from the Apollo to the Enterprise package because our design company will also be offering web hosting. Only a month ago we created a site for our very first customer and signed a contract that included hosting and upgrades for a year. This client is VERY unhappy his website has been down nearly 24 hours.

I sent a ticket to support last night and got a response saying the VPS is corrupt and they are trying to recover it. The next message said the VPS is "beyond repair" and they have a support ticket out to VPS vendor Virtuozzo Support.

As I said, we are offline nearly 24 hours now. We have a client losing business because the site is not available. He has already paid us for the contract, and this downtime now makes us look bad. My support ticket to JagPC today (asking for an update) has gone unanswered for about 2 hours now.

There has to be some way to resolve this downtime. JaguarPC could have built us a new VPS by now while they try to figure out what's wrong with the current one.

This kind of downtime is simply unacceptable. I have never had a problem with JaguarPC before and am finding this experience extremely disappointing.

[Malenkaya]

So just an update. It's a little after 10 AM on Sunday morning and I've now been told we're waiting on sales to recreate the VPS. If memory serves, they are a Monday-Friday operation, which means the server will in fact be down an entire weekend and then some.

JagPC says (and I quote) "Well one way to this issue can be re-setup of the VPS and re-setup of all the accounts again from WHM. Since the data is not lost so we can place the data in their respective accounts through SSH. I think in this way we can solve the issue early instead of waiting responses from SWSoft. We are very sorry for the trouble that you are facing but there is none of our fault. Please update so that we can proceed. "

It is "none of our fault." Putting aside the absolutely horrendous English in that entire paragraph, exactly whose fault is it? It was nothing I did, they refuse to take the blame, so who is responsible here? I guess that's not what really matters in the long run. What matters is that I, the customer, end up getting screwed and the people I pay for the service wrote themselves a nice little policy so as not to have to take the heat when something goes wrong.

The customer just gets screwed.

[jason]

Without knowing the exact details of what went wrong with your site, it does sound as though the issue waqs with the VPS controller software, so technically it wasn't JPC's fault. Now I'm not defending the response you received at all--as has been noted on these forums by many--sometimes it seems some of the level one techs need a bit more customer service training.

I'd recommend sending a PM to Masood, the support manager, expressing your dissatisfaction with how things were handled. At the least he'll be able to review the case and put measures in place to prevent it from happening again. He might also be able to get you compensation for the downtime.

--Jason

[Malenkaya]

Jason,

Thanks for the quick reply. The thing that gets me is that we've been down since sometime on Friday. Now they're waiting on sales to build a new VPS. (Sales is Mon-Friday - someone please correct me if I'm wrong.) That means no one is working on it until Monday and it's been escalated to "emergency" level.

This one client's website needs to be up ASAP. I even asked them for ANY kind of solution just to get this one website up and running. Not even the entire VPS, just this one site needs to be available while they figure out what's wrong with the VPS as a whole. I have a hard time believing there was nothing they could do to make that happen. Yet they did nothing.

I'm absolutely beside myself from the entire situation. This is my end of the business. I touted the wonders of JaguarPC to my business parter in order to sign up with them in the first place. They have let down my client, my business partner and made me look bad in the process.

If the PROBLEM itself wasn't their fault, it certainly is their fault they did nothing to get just the one website up again, which I believe they could have figured out somehow, which is all it would have taken to make things right by us.

My last message to support said we needed a reply by a certain deadline, or else we need to move our business elsewhere. That deadline has now passed and not another word from anyone from JaguarPC.

I sound like a broken record, but I have to repeat myself.

Extremely disappointing.

[the_ancient]

Jason,

Thanks for the quick reply. The thing that gets me is that we've been down since sometime on Friday. Now they're waiting on sales to build a new VPS. (Sales is Mon-Friday - someone please correct me if I'm wrong.) That means no one is working on it until Monday and it's been escalated to "emergency" level.

Sales Officially works M-F but they do have people that work off hours on an unofficial basis to catch up on things and to solve problems like this.

This one client's website needs to be up ASAP. I even asked them for ANY kind of solution just to get this one website up and running. Not even the entire VPS, just this one site needs to be available while they figure out what's wrong with the VPS as a whole. I have a hard time believing there was nothing they could do to make that happen. Yet they did nothing.

On a Temp basis you could set up an environment elsewhere, even on your home PC depending on the traffic and load, and have the support staff change the A Records for that one site.

I'm absolutely beside myself from the entire situation. This is my end of the business. I touted the wonders of JaguarPC to my business parter in order to sign up with them in the first place. They have let down my client, my business partner and made me look bad in the process.

Your either
a> Overly dramatic
or
b> Stupid

If you whole business depended sooooo much on a single VPS account and that any peroid of downtime would kill your whole business, then you are a moron. You should have had Mulitple account in different geographically located NOC,s with either a Load Balanced round robin, or a Fail over.

Personally I have resisted VPS because IMO they are far from Proven for enterprise Level actives, Virtualization is nothing new, but it was alway used for Development and Testing before, Now people are trying to run Mission Critical Applications on something that, IMO, it was never intended to do, Despite was SWsoft claims.

This has nothing to do with Jag, Jag was more or less forced in to th VPS Game because of Market Forces at work in the Industry, Everyone is claiming that VPS is the Second coming of Jesus Christ or the best thing since Sliced Bread, I personally just don't buy in to that bandwagon

If the PROBLEM itself wasn't their fault, it certainly is their fault they did nothing to get just the one website up again, which I believe they could have figured out somehow, which is all it would have taken to make things right by us.

My last message to support said we needed a reply by a certain deadline, or else we need to move our business elsewhere. That deadline has now passed and not another word from anyone from JaguarPC.

I sound like a broken record, but I have to repeat myself.

Extremely disappointing.

I agree, I also agree with Jason, Fri I would have gave support the Chance, Sat I would have been Here PM'ing, Masood, Ben, Greg, Les and anyone else I could think Of.

FYI

Masood - Support Manager
Ben - Customer Service Manager
Les - I dont know offically anymore, but he is up there
Greg - CEO, Owner, Big Dog.

[Ron]

@ Ancient; Timing is everything. A badly timed downtime could kill a business just starting up. Seeing as how it's on a VPS, this is a very small business. Stop being such a jackass, the LADY is right here. I think that in this case you should offer your sympathy or shut up. IMHO

@Malenkaya; stuff happens. Unfortunately it hit you hard. I've been down for a couple of days and it was frustrating as hell. If you can hold on, things will get better.

[Malenkaya]

Sales Officially works M-F but they do have people that work off hours on an unofficial basis to catch up on things and to solve problems like this.

Thanks for the clarification.

If you whole business depended sooooo much on a single VPS account and that any peroid of downtime would kill your whole business, then you are a moron. You should have had Mulitple account in different geographically located NOC,s with either a Load Balanced round robin, or a Fail over.

Actually, as a NEW business with this client being our FIRST client, the uptime of this site is very important. However, considering I am talking about a business just getting started, multiple locations shouldn't be necessary. Downtime happens. Downtime that hasn't been resolved and it's 3 days later is unacceptable. I don't care if it's my personal website or it belongs to my own paying customer. This downtime is excessive, and that's my problem with this situation. I give my business partner a hard time because he hosts his personal website with Yahoo, and I say he pays way too much considering what's out there. As he pointed out to me earlier today, he's had one outage is 7 years, and in a few short hours they had him up and running again. It's the lack of the ability to get anything done themselves in the last 3 days that is ridiculous.

For the record, I have just signed up with another company who owns and operates their own datacenter, has 24 hour support via their support ticket system, email or by phone. They fully manage the servers and take responsibility for keeping things right on EVERY level. Which is where JagPC failed - by "passing the buck" to someone else to fix it and then having to wait for an answer.

This has been a learning experience and unfortunately I ended up leaving JaguarPC with a bad taste in my mouth. Maybe I should have chosen a company based off more than naming themselves after my vehicle of choice.

[Malenkaya]

@ Ancient; Timing is everything. A badly timed downtime could kill a business just starting up. Seeing as how it's on a VPS, this is a very small business. Stop being such a jackass, the guy is right here. I think that in this case you should offer your sympathy or shut up. IMHO

@Malenkaya; stuff happens. Unfortunately it hit you hard. I've been down for a couple of days and it was frustrating as hell. If you can hold on, things will get better.

Ron -

Thanks for the support. Your reply wasn't up when I wrote my last one.

And for the record, I'm a girl.

[Ron]

Duly noted and edited

Really, good luck. I hope things get right back on track. After things cool down (and your site is up) for a little bit, people will become understanding of the downtime. Really, they will.

[the_ancient]

@ Ancient; Timing is everything. A badly timed downtime could kill a business just starting up. Seeing as how it's on a VPS, this is a very small business. Stop being such a jackass, the LADY is right here. I think that in this case you should offer your sympathy or shut up. IMHO

@Malenkaya; stuff happens. Unfortunately it hit you hard. I've been down for a couple of days and it was frustrating as hell. If you can hold on, things will get better.

Ron, you have been here long enough, When Have I ever Shut Up? or Had Sympathy?

I am an Uncaring, Bitter @hole and damn proud of it

Thanks for the clarification.



Actually, as a NEW business with this client being our FIRST client, the uptime of this site is very important. However, considering I am talking about a business just getting started, multiple locations shouldn't be necessary. Downtime happens. Downtime that hasn't been resolved and it's 3 days later is unacceptable. I don't care if it's my personal website or it belongs to my own paying customer. This downtime is excessive, and that's my problem with this situation.

I agree 100% 3 days in Unacceptable for any reason.

I give my business partner a hard time because he hosts his personal website with Yahoo, and I say he pays way too much considering what's out there. As he pointed out to me earlier today, he's had one outage is 7 years, and in a few short hours they had him up and running again. It's the lack of the ability to get anything done themselves in the last 3 days that is ridiculous.

Yahoo Sucks, So if you business Partner lover them, he does not need to be in the Hosting, or Web Development Business because he is a Utter, and complete Moron, and if he was to aurge that fact tell him/her to come here so I can rip him/her a new @hole

Yahoo Should not be in the Hosting business, they are overpriced, and worthless.

the Fact of the Matter is, he is comparing 2 different Technologies, You have a VPS Yahoo resells Shared Hosting (stripped down basic Shared Hosting at that). As I stated in my Other Post, I don't trust VPS's . You probably should not have started out with a VPS, you fell in to the VPS Bandwagon, like many other.

For the record, I have just signed up with another company who owns and operates their own datacenter, has 24 hour support via their support ticket system, email or by phone. They fully manage the servers and take responsibility for keeping things right on EVERY level. Which is where JagPC failed - by "passing the buck" to someone else to fix it and then having to wait for an answer.

This has been a learning experience and unfortunately I ended up leaving JaguarPC with a bad taste in my mouth. Maybe I should have chosen a company based off more than naming themselves after my vehicle of choice.

Jag More or less has 2 Data centers, They Lease Whole Sections of the Data centers they are in, PM me the name of the Company you went with, I dont currently know of any VPS Providers that Wholly own their Data centers, Most are like Jag and Lease the Space in a Data center, it is not economically Feasible to do otherwise. Jag has 24hr Support via a Ticket System, Jag has Fully Managed Servers.

as far as Passing the Buck, Jag as Recently Hired Several New Techs, I think the Newbs are Causing the Bulk of the problems and will be delt with I am sure very soon

<cartman Voice>

Level 1 Techs Piss me off

</cartman Voice>

[jason]

Hindsight is 20/20, but if I were in your shoes I'd have asked that my ticket be escalated to an upper level tech a long time ago. Techs are human, and just like in any other field, passing something on to your superiors makes you feel weak and self-degrading. You want to be the one to solve the problem, and often, if given enough time, you will. Unfortunately, when you are playing with someone's dead site and business, this is unacceptable. I'm not sure if this is what happened in your case, but it kind of sounds like it.

Three-plus days of downtime is completely unacceptable and is definitely not the norm here at JPC and it is something that the management will be very upset to hear about. JPC is an industry leader in hosting and support--much better than any other company with whom I've dealt (and I've dealt with everything from ma and pa's right up to some of the largest companies out there). Perhaps one of the best things about JPC is that the top brass is very approachable--as I suggested before, PM Masood (or even Greg, the president), explain your dissatisfaction, and I'm sure they will do whatever it takes to restore your trust.

--Jason

[Gwaihir]

Why on earth was everyone waiting for SWsoft, rather than get the VPS back up first and then go report whatever went wrong with VZ at leisure? This seems very strange to me. Reporting a bug at a vendor AND actually getting it fixed takes time, even with the best of contracts (between JagPC and SWsoft) such time is AFAIK usually measured in workdays, not hours.

At first glance (i.e. without knowing further details) it seems to me that the tech that arranged things to be done in that order screwed you over big time. I don't understand how it can have happened this way, i.e. without any of the senior JagPC staff noticing this wasn't a feasible "solution" and taking action. Aren't contacts with software vendors handled by specific senior techs? Aren't the actions of any tech green enough to pull a stunt like this closely monitored by a trainer / mentor / supervisor?

[Vin DSL]

And for the record, I'm a girl.

Hindsight is 20/20...

May I suggest...

At your new host, use a sweet and sexy nick like 'Pretty in Pink' (or whatever) instead of a razor rash handle like Malenkaya -- sounds like skin cancer or something, you know?

the_ancient, for instance, would have been frothing at the bit, trying to help you out instead of yelling at you, if he knew you were a woman... same for the Techs!

[Malenkaya]

May I suggest...

At your new host, use a sweet and sexy nick like 'Pretty in Pink' (or whatever) instead of a razor rash handle like Malenkaya -- sounds like skin cancer or something, you know?

the_ancient, for instance, would have been frothing at the bit, trying to help you out instead of yelling at you, if he knew you were a split-tail... same for the Techs!

The scary part is that you are probably right, if only they had known. Sad thing is, it shouldn't make a difference.

And for the record, "malenkaya" is a term of endearment - it means "little one" in Russian.

Anastasia
PS - I opened a new support ticket since the old one was being ignored and someone is now looking into the possibility of giving us temporary space while they figure this out. Too bad that's what we suggested a while back and no one reading that ticket was listening.

[Vin DSL]

The scary part is that you are probably right, if only they had known. Sad thing is, it shouldn't make a difference.

And for the record, "malenkaya" is a term of endearment - it means "little one" in Russian.

WoW! Cool!

the_ancient has a new nick!!!