7/26/2003: Down Time Issues on 7/26/2003

[admin]

We have fully finished our move as of 7/25/2003 to the new datacenter. The Data Center in brand new and there is no one else in it yet. We did testing of all systems, battery and generator but they did not have a load at the time as there was nothing in the DC yet. There as no problems reported with the generator or UPS systems.

This morning ( 7/26/2003 ) around 9:00 AM the Generator came on for its weekly run to make sure every thing was running smooth. At that point the load from the servers drained the 2 UPS systems in less then 1 second. The UPS system should have lasted over 2 hours with a full load but due to 2 batteries being bad it caused the full UPS to die as they run in a stream. There was one bad battery in each of the two streams of battiers.

At this time there is one (1) full stream of batteries that should last one (1) hour if needed it only takes the generator two to five minutes to fully be able to power the Data Center and take over for the UPS systems. This did happen around 9:10 AM and some of the systems did come right back online.

We are also seeing some intermitting switch issues and we are working around the clock to fix these as soon as possible. We have fully upgraded all of our switches to Cisco 3750 but they seem to be having some layer3 issues and we are working with our Cisco techs to fully fix this issue now.

I am very sorry about this down time and it was not planed. If you would like a credit issued please read this page : http://matrixwebhosting.net/sla/ you must do as the page says and send the info in as well with the ticket or your credit may not be issued.

HOW TO REQUEST CREDIT
In order to receive a credit to your account, you must request a credit within seven (7) business days of your experienced downtime. All requests must be submitted using Vortech, Inc. Credit Request Form. All requests must contain your account number and/or reseller user name, the dates and times of the downtime of your web site, the domain that experienced downtime, and the server said domain is hosted on. Vortech, Inc. will make every effort possible to credit your reseller account in a timely matter. Credit to your reseller account shall be the exclusive resolution to any website downtime. All credits issued are at the sole discretion of Vortech Inc.

[admin]

Please stop opening new posts on the same issues. We are working on the swithc issue at this time. If you would like to know the status of a system you can see it here:
http://status.vortechhosting.com

[sandgnat]

What's the link to the Credit Request Form that you mention?

[Brangwyn]

There isn't a form as far as I'm aware, simply read the SLA and provide all the required information in a TT to Vortech.

This is exactly what you need to do, the form will be up soon.
Thanks

[Vixen]

I have replied to a gazillion tickets with instructions on how to request a credit and I am still getting responses with "I need a credit" and no other information.

Therefore, I am going to post this once more and after that, anyone that does not supply the necessary information will NOT receive a credit. Your ticket will be deleted and I will move on to the next one that has done as was requested. I am sorry if some people think it is too much trouble to actually tell us which of your domains you are referring to BUT it's vital that we have the information to verify the downtime.

HOW TO REQUEST A CREDIT:

In order to receive a credit to your account, you must request a credit within seven (7) business days after you experienced downtime. All requests must contain your account number or reseller username, the dates and times of the downtime of your web site, the domain that experienced downtime, and the server said domain is hosted on. Vortech Inc. will make every effort possible to credit your account in a timely matter. Credit to your account shall be the exclusive resolution to any website downtime. All credits issued are at the sole discretion of Vortech Inc.


You can review the entire SLA at http://matrixwebhosting.net/sla/

[Brangwyn]

All requests must be submitted using Vortech, Inc. Credit Request Form.

You might want to ask one of the lads to update the SLA, clearly no form exists yet which has created the confusion Vixen.

[Vixen]

The form has not been completed, therefore when a ticket is submitted I reply with:

In order to receive a credit to your account, you must request a credit within seven (7) business days after you experienced downtime. All requests must contain your account number or reseller username, the dates and times of the downtime of your web site, the domain that experienced downtime, and the server said domain is hosted on. Vortech Inc. will make every effort possible to credit your account in a timely matter. Credit to your account shall be the exclusive resolution to any website downtime. All credits issued are at the sole discretion of Vortech Inc.

There is no mention of the form there. But it seems people STILL can not send all the information in a ticket once I give them the instructions. <sigh>

I think it is time to pick up where I left off at 1am this morning, with a freakin drink in my hand.

[bootNumlock]

i have found that working with clients combined with a drink often makes the experience a tad more bearable. i have definitely found working with computers combined with several drinks makes things definitely more bearable, but debugging becomes a bit more difficult

[admin]

LoL...

[soky]

Originally posted by bootNumlock02
i have found that working with clients combined with a drink often makes the experience a tad more bearable. i have definitely found working with computers combined with several drinks makes things definitely more bearable, but debugging becomes a bit more difficult

LOL