SemoWeb Unscheduled Maintaince 10/30/2010

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Posted by Dustin Cisneros, 10-30-2010, 01:32 PM
Hello,

We are having bad sectors on server 9 which is server 28 which simply means we are going to have a hard drive failure. We have 3different back ups of your data offsite so data loss is not the issue how ever we will be facing around 4-6 hrs of downtime which we at this time will be inserting bigger hard drives with raid.

I know there will be frustration regarding this how ever hardware does fail and its great to have a dc and our own team aware of issues like this before it actually happends.

If you have any questions please open a ticket as our main site will remain online.

The server will go offline at 1:00 PM Pacific time and will come back online at 5pm or 6pm.

Im sorry for any issues you may face due to this.

Thanks,
SemoWeb
Posted by Dustin Cisneros, 10-30-2010, 06:29 PM
The server has just went down 3:25 pm it was suppose to start around 1pm how ever the dc "Iweb" just has now started.
Posted by Dustin Cisneros, 10-31-2010, 07:41 AM
The server is back online,

We are quite embarassed as Iweb has failed us and did a reinstall rather doing what we needed..

I will be writing a full story how Iweb has failed us and why we are moving away from them.

We will be moving away from Iweb and start the migration over to HostDime
Posted by atchoooo, 11-01-2010, 12:21 PM
@semoweb, can you let me know (it can be by PM) what you intended us to do? What a hard drive has a problem (and might fail) our job is to replace the drive. I am sorry you experience those problems but I would really like to understand where it went wrong and how you would have expected us to act. I will make sure to review the whole situation with our team.
Posted by Dustin Cisneros, 11-01-2010, 01:28 PM

Quote:

Originally Posted by atchoooo

@semoweb, can you let me know (it can be by PM) what you intended us to do? What a hard drive has a problem (and might fail) our job is to replace the drive. I am sorry you experience those problems but I would really like to understand where it went wrong and how you would have expected us to act. I will make sure to review the whole situation with our team.

1) The server was suppose to go offline per our agreement at 1pm it went off at 3 pm.. I called at 1:30 asked why is the server not offline as i have told our clients the time it was going on and off. Your staff "Jessica" said no one is on the floor... Im not sure what that means but to me it means NOone is available to do it as we speak.

(NOTE This is the second time your staff told me that no one is on the floor or that something cannot be done because the right person is not in... the right person not in? That was the time when i needed the ips assigned... You are aware of that from what i recall?

2) 2:30PM i call to see whats the status nothing has been started never i literally waited on hold for about 40 minutes.
I told him the situation he said its being worked on.
(Note the server went offline around 3:20pm and was "suppose" to start the failed hard drive replacement at 1:00 pm and i thought you guys could hold your word to that as your manned 24x7x365 how ever when a request is made it simply is like only an operator is around.

3) Our agreement over the phone was to replace the old hard drive and your own staff member said it was going to take 6 hrs as you would need to take the data off and place on the new drive makes sense right? Well you guys took 8 hrs to place in a drive that had no data and my server was assigned new ips etc.... 8 HRS... thats a 1hr job.. lets say even 2 to just pull out a hard drive and insert the bigger drives with raid how ever it took 8.

During this time it was the same game answering over and over and over "Renaud" he is not customer friendly what so ever i simply requested him to please update me through ticket... and he told me "I cannot be on the phone for more than 30 minutes we have other clients... , Now that just made me ferious..

I also requested Samy to please call me atleast to update me aswell as to explain the issue regarding ips etc, he said no and to contact the level 1 support techs via phone... he wanted to communicate via ticket which was impoosible after 8 hrs of downtime and nothing was done correctly and it became urgent to us as we understand our clients point of view downtime is just horrible whether it be on accident or scheduled.

After all this 8 hrs later the server was online i come to find out its simply a new drive and new ips 8 hrs later.....

The server was reinstalled and your team kept saying i requested this how ever you guys have no offical document i said this and your team was telling me i have to have requested this over phone or chat (Excuse)... that is not official document and i give you permission to check your chat log or phone recordings.

You guys couldnt solve it my last resort was to "Put the failing drive back in" So i can contact a new provider and they could do a root to root transfer "cPanel".
Posted by VL-Adam, 11-01-2010, 01:32 PM
Dustin, good move switching to HostDime. They provide a quality service and they don't play around there. Best of luck!
Posted by atchoooo, 11-01-2010, 06:12 PM
IP assignments are handled by network engineers which are not always available (not a lot of people are allowed to play with the routers and network) while datacenter operation and support is managed by the support staff which many teams have 24/7 staff.

I am sorry you had such a bad experience. The staff should have talked with you on the phone and on-site staff should have been available, I am still investigating in order to understand why it was so long to complete your request. I will make sure our team compensates you for the problems and that we make sure it does not happen again.
Posted by Dustin Cisneros, 11-01-2010, 06:14 PM

Quote:

Originally Posted by atchoooo

IP assignments are handled by network engineers which are not always available (not a lot of people are allowed to play with the routers and network) while datacenter operation and support is managed by the support staff which many teams have 24/7 staff.

I am sorry you had such a bad experience. The staff should have talked with you on the phone and on-site staff should have been available, I am still investigating in order to understand why it was so long to complete your request. I will make sure our team compensates you for the problems and that we make sure it does not happen again.

Please do investigate it and you may ask Renaud why he told me that, unless its normal practice for that type of response.

I will be here to answer any questions you may have.

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