"Any" problems? Or simply everything fubared?

[Big Tom]

I can not get to my VPS, the support overview site is full of SQL errors, there is no way to get to the ticketing system...

I assume you will voluntarily refund this month's fees? (just kicking behinds, I really don't care about the few bucks, but seriously care about my servers being available).

There have been networking issues for several days and today the routing is looping right before it reached my VPS. DNS resolution is messed up and does not resolve any of my domain names any more (no, I did not touch my VPS for about a week...) Maybe not a jaguarpc problem? but why is that (the name resolution) a recurring issue? If your serviceprovider is that unreliable, get a different one. If it the in-house personnel messing things up, replace them, if it is a hardware problem, think about investing in some redundancy...

It would also be great to hear why not even the service desk was available...

Thanks,
Thomas Runge

[Big Tom]

Here the traceroute in case any technician is interested:
Tracing route to chat.runges.com [69.73.160.54]
over a maximum of 30 hops:

1 9 ms 9 ms 11 ms 77.219.68.216.DED-DSL.fuse.net [216.68.219.77]
2 10 ms 10 ms 10 ms 10ge2-2.ws-osr2.zoomtown.com [216.68.7.205]
3 10 ms 10 ms 10 ms 10ge1-4.sw2.core.fuse.net [216.68.7.204]
4 13 ms 13 ms 17 ms CINCINNATI.bar2.Cincinnati1.Level3.net [4.59.42.
2]
5 11 ms 11 ms 10 ms xe-8-3-0.bar2.Cincinnati1.Level3.net [4.59.42.1]

6 27 ms 35 ms 35 ms ae-7-7.ebr2.Atlanta2.Level3.net [4.69.136.218]
7 24 ms 24 ms 24 ms ae-21-52.car1.Atlanta1.Level3.net [4.68.103.34]

8 24 ms 25 ms 24 ms xe-1-3-0.cr1.atl1.us.nlayer.net [4.71.24.34]
9 24 ms 24 ms 24 ms po1.ar1.atl1.us.nlayer.net [69.31.135.130]
10 34 ms 41 ms * as3595.tge1-3-103.ar1.atl1.us.nlayer.net [69.31.
135.54]
11 31 ms 29 ms 69 ms 209.51.131.90
12 36 ms 34 ms * 209.51.131.89
13 30 ms * 35 ms 209.51.131.90
14 39 ms 43 ms 40 ms 209.51.131.89
15 39 ms 40 ms 38 ms 209.51.131.90
16 * 42 ms 43 ms 209.51.131.89
17 45 ms 42 ms 42 ms 209.51.131.90
18 45 ms 48 ms 45 ms 209.51.131.89
19 44 ms 40 ms 40 ms 209.51.131.90
20 41 ms 39 ms 42 ms 209.51.131.89
21 42 ms * 44 ms 209.51.131.90
22 45 ms * * 209.51.131.89
23 43 ms 43 ms * 209.51.131.90
24 * * * Request timed out.
25 43 ms 41 ms 48 ms 209.51.131.90
26 49 ms 48 ms 48 ms 209.51.131.89
27 51 ms 49 ms 50 ms 209.51.131.90
28 49 ms * 49 ms 209.51.131.89
29 49 ms 50 ms 50 ms 209.51.131.90
30 62 ms 63 ms 61 ms 209.51.131.89

[JPC-Greg]

I dont think we have had anyone else report network problems for days so by all means report those the very instant you notice any. Definitely dont wait hours or days, let us know right away.

The service desk wasnt available becuase its in the same network as the site, but this is why we maintain an offsite backup url for emergencies. We are adding a multi-location cluster here shortly for the helpdesk and site that should keep the helpdesk up in an emergency too. Not that we anticipate having problems or have them often, this one hour outage is the first of its kind we have had in a very very long time but all downtimes suck!

[Frank Broughton]

My coworkers told me "our sites are down" as soon as I knew I could not get to the client section or the forum I knew it was a network problem. I said to them, eh one of the main routers at GNAX went haywire. No need to worry Greg and the boys will be right on it.

Good guess and deduction. It was a router issue and Greg and the boys (okay girls too Traci) got right on it.

All is well on my end - thanks JPC for champion service for low prices!

[Big Tom]

Yep, wasn't that big of a deal - the issue I saw was for different reasons but with the same result (dns resolution not working, network issues between gnax and my vps, site "down"). Then I was told by quite a few users that the site had issues with the name resolution for a while and that it was slow for a while as well.... so my interpretation - ongoing issues that did not get detected and which ended up in a complete outage.
Regarding router hardware outage, I stick to my point that redundancy can be put in place that avoids hardware related outages. and if it wasn't a hardware outage, then other measures should be taken.

Greg, to your point "repoprt it right away" - yes, I agree, but to be honest, if there is a (most likely) temporary slowdown or even a small packet loss, that does not trigger alarm bells on my side - and dmy assumption is that your team is monitoring the network devices anyhow and will be on it if it is more serious, so no need to swamp your team with these requests.
I was not aware of the alternative URL, could you send me the link? Also feel free to move this thread to a forum for internal view, it is not my intent to show you guys in bad light. As the other poster mentioned, you normally do a good job and I am overall a satisfied customer (might not always look like that, but that's my German heritage...).

Thanks,
Thomas