VPS down for more than 5 hours in a week

[abotella]

Hello,

I open this thread to ask you for an advice, because I really don't know what to do:

Since December 15th my VPS has a very high load and it's practically innaccesible for some times; also, in this week, I have had 5 downtimes, for more than 5 hours in total. I contacted support and 3 days ago detected the root cause: there's another VPS in the node sending emails and consuming lot of resources. The solution they gave me is this one: just wait some days (I dont know how many) until the problematic VPS upgrades to an Hybrid. My question is, do I have to wait more and go on losing money and customers because of my sites being innaccesible? Do you think the answer from Support is correct?
I'm thinking in moving to another company... I cannot go on losing more money. What do you think about this?

Wait for your comments!

[JPC-Rizwan]

Hi abotella,

We are sorry for any performance issues you have faced on your vps/node.
When some problem VPS or script is identified on the node, the problem script is disabled and clients are contacted to either fix their usage or upgrade to higher plan, while we are working with them on this we tell other clients on same node to give us few days to work on the issue with client and that there may be few load spikes during this time, but we definitely not let some VPS continue to cause load issues on the hardware node and affect other clients, but we do give them some time to fix the issues on their vps and do not immediately disable their vps.
And I believe the few days wait suggested in this case must be same as well, as "just wait few days" alone is not a solution to any such issue on the node. If techs ask for some days time it can be related to working with some client who's vps is causing issues, or raid/disk issues being worked upon for that node or a similar hardware/software/load issue which is expected to resolve in few days.

If the resolution is taking longer time on any node, you can sure get your VPS transferred to one of other stable nodes by opening a support ticket, while techs work to fix the node in question.

[abotella]

Hello Rizwan,

Thanks for your answer! I have open a ticket requesting what you suggest me, but no answer yet (ID 13039585). It will be great if you change me to another node, but without changing the IPs please, I have more than 100 sites there.

What most worryes my is that I've been facing high load for 12 days. How much more should I wait? I have just had a downtime of an hour because of the same...

Thanks for your help and wait for your comments!

[JPC-Rizwan]

You are welcome.

For the VPS move, we are sorry but with current setup it is not possible to move the VPS without IP change.

For the node it went down some time back, its up now and technicians are checking it for possible issues, we should be able to stabilize it very soon.

[abotella]

Hello Rizwan,

Could you please update me about this issue? You told me I will see some high load peaks, but today have become something permanent and my sites have been inaccesible. I sent a ticket to support and only when they told me they suspended a VPS the load went down, but 30 minutes after it went up again.

Thanks!

[JPC-Rizwan]

Hi abotella,

We noticed higher load spikes this morning and one problem database and script have been disabled after which the loads are better, we are currently checking this node on high priority, the load should not remain high permanently and the load spike issue should also be resolved with in next 24 to 48 hours, as currently we are in touch with three vps clients and working with them for their problem causing scripts or databases.