BuzzSG2 Server Problems

[ToolOutfitters]

Hi all,

I am recently new to this server but not new to WHB (hosting on another server in which I am extremely happy with). I see that this is the second time within 3 months that this problem has occurred. My question is what is causing this problem and what is being done to prevent it in the future?

I had posted a ticket to the helpdesk last week explaining that my page load times had been erratic but since it wasn't a problem at the exact time of the posting, it went unheeded.

If I had the server status on this account like I do on my other, I could find out if it is in fact a server issue at the time the problem occurred. Thank you for you time.

[Arkadij S]

Hi ToolOutfitters,

First of all let me apologize for the recent issue with the unplanned reboot and subsequent long-time RAID rebuild. The server has experienced a load burst due to the resource abusive activity of one of the users. That account has been suspended after urgent audit.

We will perform additional investigation in order not to let any related issues re-occur.

As for the previous time (the issue, which has taken place on 08-21-2009), there was a hard reboot, performed as an urgent measure to resolved the overload issue.

For you to be always in the know regarding any issues taking place on the server,
we would suggest you to subscribe for the forum thread, dedicated to your server.

So next time, you start experiencing any issues, you will be able to check the global server status first. In case, there are no fresh posts you are always welcome at our helpdesk with a new ticket. Also, as some issues may last not that long, so by the time the ticket is submitted the issue is no more topical, it is always advisable to come to our LiveChat Support, though our operators will not be always capable of resolving your issue right there, you perhaps will get the current server status and your issue will be traced and analyzed in a real-time mode.

[ToolOutfitters]

Hi Arkadij,

Thanks for the reply and suggestions. I will certainly apply them.

However, I knew there was a problem and even posted to helpdesk last week concerning the problem with a response of "Nothing is wrong". It doesn't help if I know there is a problem before WHB does because there is nothing I can do about it.

So again I ask, how can this be prevented in the future or do we just have to wait until an abuser completely takes down the server before WHB knows there is a problem?

[Maxim M.]

Hello,

Unfortunately there's no way being 100% insured from such incidents. Everything possible is done by the technical personnel responsible for regular server audits to prevent sudden load bursts. We rely on your understanding that the server is shared and the number of users' accounts is relatively high, so it is not always possible to trace the abuser before he causes critical overload.

Much more attention will be paid to buzzsg2 after today's case. The uptime figures we advertise will be definitely guaranteed.

Thank you once again for your patience and staying with our company.

[ToolOutfitters]

I was out of town this weekend so I missed the downtime of the server overload reboot raid rebuild. As I stated before, what is being done to prevent this? If this is how it is going to be from now on, I need something to change. I have always noticed at times my site functioning slow but whenever I submitted a ticket, of course everything is fine.

[Julia R.]

Please accept our apologizes for all inconveniences connected with the server reboot.

In order to prevent server overload we carry out daily server audit to detect a user consuming more than it’s fair share of server CPU/Processor and Memory resources. Also we monitor all our servers round the clock to know the current status of the server and to have a change to take appropriate measures immediately if something happens.