99.9x% uptime at rs16? dream on!

[huxley]

What is up with the 99.9x% uptime guarantee? It's been at least the 4th time this year this server is down for several hours. its over 24hr now. Checking the Threads here it shows how long they have been down, if you check the uptime blog it shows 100% the entire year. WTF?
I'm about to look for another host due to the ongoing downtime on rs16. I can't do business like that, mu customers are getting upset and losing their customers and money. All I can give them is lousy excuses and have to refund their fees, not talking about customers that are leaving.
All I get from live support is that they are sorry. Have not had any refund or what so ever. They don't let me switch to another server without upgrading my account.
Trust me this sucks

[Matt R.]

We absolutely feel and share your pain with RS16. We have had performance issues and the RAID failure a couple of days ago.

Could you please let me know your ticket number because we do have a migration/contigency offer for RS16 customers badly affected by this.

Please bare in mind that our live support team are there to answer general enquiries. They do get updates from our tech team, but we've had senior system admins working around the clock well outside of regular shift patterns doing their best to save the server. We did manage to save data, something that is no mean feat.

A similar failure at another hosting company (one we're friendly with) has just hit them with 2 weeks worth of outage - http://www.theregister.co.uk/2009/11...email_restore/
I'm certainly not trying to shift the blame or divert attention, but our tech team have done an admiral job in very unfortunate circumstances so far.

[huxley]

thanks for replying, I'm aware that there are some problems that can happen, but it appears that those problems happen quite often on the rs16 server. I remember several downtimes that are posted in the forum, so how can you post a 100% uptime for the rs16 server in your blog for those months. I'm forced to run a second account now to mirror my subaccounts and switch them over to the second server for the time the first one is down.
Wouldn't it be possible on your end to switch over to another server while you work on one and switch out the HDDs?
I don't have a number for any ticket, this time I did not file one since I went straigth to the forum and the live support to get answers. Submitting a ticket takes to long to get help in my opinion.

[super9xman]

I agree, I been following the downtime thread as well and it's not the first that this has happened. How can you guarantee 99% when the server goes down more then 4 times a year and over 5 hours each time...?

[Tony]

I agree, I been following the downtime thread as well and it's not the first that this has happened. How can you guarantee 99% when the server goes down more then 4 times a year and over 5 hours each time...?

FWIW, 1% of (365 * 24) = 87.6 , so a server could be down for 88 hours a year and still be up 99% of the time.

[super9xman]

oops forgive me...didn't do my calculation right...I was just comparing it to my other hosting company which hasn't gone down once in couple of years for over 2 hours...

[Matt R.]

RS16 users - if you want to switch to a different server (or platform e.g. VPS) send in a ticket, we do have a few offers in place to help you out.

[huxley]

well, the guarantee was 99.9% or 99.8% so take a tenth those hours. Anyway I'm still not having an answer why it shows 100% for the months it was knowingly down. It makes me feel someone is not telling the truth and Ii don't like to do business that way. Guess I'll have to switch to another companysince I can not trust the uptime numbers on the other servers as well.

[Matt R.]

Our monitoring stats are taken from 2 different locations and are done using ICMP. In a rare circumstance, a server may be pingable but under high load (websites are slow, but up). We do not doctor server numbers and we are certainly not a dishonest company. Hopefully you can see that from the down to earth way in which we address issues, we do not delete difficult thread like this (such as our competitors do), etc.

[huxley]

once again nothing works on the server ! Guess at the end of this month it will be posted that there was 100% uptime even if not true. All I want at this time is get my money back.

[Helen K.]

RS16 server is working well now. We are performing RAID rebuild as background process on it. That's why we have disabled FTP and mail services in order not to cause additional load on the server. But as soon as it's complete, we shall enable mail and ftp. The updates can be checked here:
http://www.webhostingbuzz.com/forum/...-reboot-2.html

[huxley]

OK that's it for me! Another power loss and the server is down again. You're better off placing that Server in Pakistan, they probably have a more reliable power system there. What happened to battery backups? I'm sure at the end of this month you will report 100% uptime again, correct?

[Matt R.]

OK that's it for me! Another power loss and the server is down again. You're better off placing that Server in Pakistan, they probably have a more reliable power system there. What happened to battery backups? I'm sure at the end of this month you will report 100% uptime again, correct?

I've sent you a PM.