My sites on Windows VPS has suddenly stopped resolving to nameserver request

[rohitccnp]

Dear Forum Administrator,

I have already raised a Severity 3 High priority ticket 13415331 and it has been more than 1 hours that the issue has not been resolved.

The first observation from your Level 1 engineer was that the issue is due to no glue records present for my domain and I have to work with my registrar.

To this I clarified immediately that I have more than one registrars and all domains were working for last 3 days and just now the problem has cropped up so requested them to look at the Windows VPS server. All the login credentials were provided in the beginning itself.

But now I am seeing that although it was Severity 3 ticket with High priority it went to the queue of Level 1 -- > he has pushed it to Level 2 --> Level 2 has pushed it to Level 3 and Level 3 has not yet started working on it.

Kindly tell me what about the downtime which my customers are facing although I have just started with jaguarpc and it's my third day but did not expect this from your renowned support team.

I request again to resolve this ticket 13415331 at the earliest and let me know the root cause of this problem.

With regards,
Rohit

[rohitccnp]

Dear Management,
Kindly ensure that in such emergencies, your engineers give some priority and should resolve the ticket#13415331.

Now I have to think on the lines whether I should continue with jaguarpc or I should move on to other provider as I am not getting complete attention of Support on time in case of total outage.

I am waiting for a reply from the Jaguar PC Senior Management.

With regards,
Rohit

[rohitccnp]

Thanks to Jay J/Jaguar PC that he fixed the problem on the server :
"The nameservers A entry seemed missing from the zone file and I have re added to get this worked. DNS settings looks fine now"

Hope next time I don't have face such a long outage due to the problem at the server end.

[Ron]

I know it can be very frustrating when your server is down, but your problem must have been unusual to require Level3 support to fix a DNS error, and in the big scheme of things 3 hours isn't all that terrible for a Level 3 issue.

We ALL want 0 down time, and it is very painful when our sites aren't working.

[rohitccnp]

Appreciate your concern but would have been more happy if you could have elaborated on JaguarPC commitment on Sales Page (http://www.jaguarpc.com/vps-hosting/windows-vps.php)
"Simple 100% network uptime guarantee or 10x credit for a network problem."

[JPC-Masood]

Thank you for your feedback on the support escalation process. Just to clarify 100% network uptime is for network which was up during the problem you faced with the domain/DNS. If your site is down due to DNS misconfiguration, this is not related to network SLA.

[rohitccnp]

Thank you for your feedback on the support escalation process. Just to clarify 100% network uptime is for network which was up during the problem you faced with the domain/DNS. If your site is down due to DNS misconfiguration, this is not related to network SLA.

Dear Masood,
Thanks for the update and clarification on the above issue.

My first hand experience for Jaguar PC is terrific......and I am here to stay.

With regards,
Rohit