Problem Resolution times?

[matzah]

Can any of the Jag customers who have been around for a long time tell me what they think is reasonable for Jag Support to resolve a SQL error problem?

I have had my SQL down for 24 hours (though only reported 22 hours ago).

2x they have told me is has been fixed, and 2x it has not been.

Thanks

[Frank Broughton]

Reasonable is as long as it takes - I guess. What is the problem? Have you tried fixing it yourself?

[matzah]

A best as I can tell, SQL runs, and then 8 minutes later, it tries to run again, and both instances crash.

Jag has reloaded SQL 2x and has reloaced cPanel 2x (and I have 2x as well).

So, the sent it to cPanel, who apparently said nothing.

I even had a Linux geek friend poke around, and he could not figure it out either.

I am no expert here, but I cant figure it out, and I thought that is what I am paying Jag for, to get to that next level of support if I am not getting anyplace.

[Gwaihir]

So, the sent it to cPanel, who apparently said nothing.

It's hard to put a timetable on that. If you've indeed ran into a cPanel bug - which it looks like - it's not something JagPC can fix really, only cPanel itself can look under the hood there. So once JagPC has reported it, they probably can't do much but wait either.

If you have any clue still as to what might have changed (at your hand or someone elses) just before it started to occur, trying to construct a work around for the time being by undoing that may well be your quickest way out. If you don't do much with cPanel anyway, you could also opt to do without it for a while (or to pick a different control panel).

[Robertjp]

The Cpanel level one techs have been working on it for some time , and the fixes they tried didn't work, finally it was escalated to a Cpanel level 2 tech which resolved the issue by resolving some rpm dependencies and some upgrades. I have checked with the techs who worked on your issue and they have updated me that they monitored your vps for two hours after that and there has been no issue any more.

If you still face any problem , just update your support ticket.

[Daniel_DBS]

And the "JPC Dream Team" has spoken

[matzah]

Yes, I will publicly close the loop (some what) that the issue has been resolved since early AM today.

But my other concern here (for opinions) is how long do you let a vendor (Jag or otherwise) "pass the buck" to one of their vendors while I have to sit back and wait with no official "soap box" to vent to?

My customers see me and dont take "vendor xyz is working on it" and I pass that same pain up the ladder to Jag (or any other vendor).

Hosting is a tough business as there are no real SLAs in place (Service Level Agreements), no guarantees, no refunds and no sympathy from end users.

How do you deal with vendors and customers in this situation? And if your response includes 4 letter words and is not constructive, then dont bother to reply, please.

Thanks

[Frank Broughton]

But my other concern here (for opinions) is how long do you let a vendor (Jag or otherwise) "pass the buck" to one of their vendors while I have to sit back and wait with no official "soap box" to vent to?

My customers see me and dont take "vendor xyz is working on it" and I pass that same pain up the ladder to Jag (or any other vendor).

Hosting is a tough business as there are no real SLAs in place (Service Level Agreements), no guarantees, no refunds and no sympathy from end users.

How do you deal with vendors and customers in this situation? And if your response includes 4 letter words and is not constructive, then dont bother to reply, please.

Thanks

You need to be upfront and honest - if you are not satisfied with your vendor, then kindly express it to the right person at the vendor. Mostly they would want to make it right for you. I KNOW they do here at JPC.

Make sure your customers know upfront that there are many false guarantees being thrown around by many web hosting companies. Let them know right away that they can expect unseen problems from time to time, just like on their own PC's. Explain that you try to prevent what you can and that hosting is tricky business in a volatile environment (hackers etc) and problems WILL happen from time to time. When they do happen - be active in communicating to them that you are doing all you can to fix the problem. And then do all that "you can."

That is all you can do!

It takes time for vendors to get answers from various vendors - but I have seen fast times with this too. Twice I have mentioned a problem on my VPS in a ticket that had to be handled outside of Jag. One (swsoft) was fixed within an hour. And the other (cPanel) within a couple hours. And this was at NIGHT in my time zone which is also night for JPC.

[Gwaihir]

Hosting is a tough business as there are no real SLAs in place (Service Level Agreements), no guarantees, no refunds and no sympathy from end users.

True, but simple fact at these price levels. A client who truly can't handle that probably needs three identical dedicated machines: a production box, a hot spare (best in a different data center and all) and a staging server. Only measures like that mean he is ready for unavoidable hardware / service defects, is sure there are no changes to his environment without his doing (i.e. from other clients, standard software upgradres rolled out by JagPC, etc.) and can properly test all such changes for unexpected surprises like the one you encountered before rolling them into production.

Short of that, the difference between a great and a lousy host is how good their staff is and how hard they try to help you. Only a host willing to lie to you (which is IMHO quite lousy) can put an absolute maximum time frame on such things. If every now and then a client won't accept that and you can't win / keep his trust, there's nothing much left you can do. You'll just know when he leaves that he won't be (systematically) better of elsewhere; he just might get (un)luckier.