Not real happy with support...

[heavyharmonies]

Filed a support ticket last night after seeing high server loads over the preceding several hours, bouncing between 1.0 and 5.0 (load is usually under 0.5 on my VPS).

After an hour I don't get a response, so I head to bed. I wake up this morning to the following.

First response was 90 minutes. Ok, it's late at night, so I won't grumble too much about that. Response reads:

Hi,
Sorry for the inconvenience. Server is having some load issues. We are monitoring the node to keep it normal and running. It will take couple of hours to be stable as whole. Please wait.

Let us Know if you need further assistance.

Kinda vague, but at least someone responded... but...

Well here we are 7 hours after that response from support, and not only are things NOT better, but my VPS is now totally unreachable. No SSH. No VPS control panel. Nothing.

Moreover, there is no proactive communication whatsoever from JaguarPC as to what happened or why.

Support ticket #12450727. What in blazes is going on? Is it my VPS? Is it the node as a whole? What?

Not happy...

[thisisit3]

First make sure the problem is with your VPS only and not with the entire server that runs your VPS, go to the network status page and check if the server that runs your VPS is online and not having any issues (these servers are easy to find since they only have status for SSH).

If its the entire machine down then you can't do much about that other than open a support ticket and ask them to tell you why its down and when it will be back online.

If its your own VPS then try accessing the VZPP first, which runs semi-independent from SSH, try to ping the machine etc. Its a good idea to open a support ticket during working hours when the real tech people are around to help you.

[heavyharmonies]

Thanks for your reply. It looks as if some information was posted between when I posted and you responded.

Question: How does one know what server they are on?

I went back through all my old emails, and I don't see any that mentioned what server we were moved to when JaguarPC took over DEHE. There have been a number of generic welcome emails to us, but nothing that contains account-specific information.

The support ticket system mentions being on server "UL8" but I don't see any correlation between that and the entries on the status page.

Cross referencing the IP address of my primary domain doesn't match up either.

Where does one find this information (I suppose I could open a support ticket to find out, but I'm assuming the information is listed somewhere in my account information... I just don't see it).

[JPC-Masood]

Please login to your client area and click on Accounts. It will show you the server name. If it is UL8 then this announcement is related to your server:

Emergency Maintenance - VZ node UL8

[heavyharmonies]

Thank you for the reply, but I guess I need to be more clear in my question.

When I'm looking at the network status page, how do I know which one of those entries is UL8?

There is no "UL8" anywhere on that page, just lots of entries that read "admiral.nocdirect.com", "adonis.nocdirect.com", etc.

If there is some connection between "UL8" and "adonis.nocdirect.com" I'm sorry, but I'm missing it entirely.

How does one connect the server named in the Account information with an entry on the network status page?

I'm finding this process entirely counterintuitive.

[JPC-Masood]

UL8 was not listed in network status page. It has been added there.