2004-11-25 Network/Upstream Issue

[admin]

We are very aware of the issue, we are trying to get it fully fixed.

We have our routes set back like they were but we do not think it was BGP, it may have been another atack on our network. We have some more big spikes on the network and untill we cleared the ARP cache again it did not fix anything. Once that was done, everything worked. So this is leading us to think maybe someone is trying to atack us again to day. But we are working on it, trying to find who, how and what they are trying to do.

[arindra]

I am in India and all my clients are regu;arly shouting !!

[kattouf]

Two outages in two days, my customers are not happy :-(

it got me thinking of how vulnerable us resellers are......

i know it will be fixed but you know how it is with customers...

[admin]

Yea I know kattouf we have a few customers as well.

We are trying to stop these atacks and keep them from happening again. But finding what they are doing seems to be getting harder and harder.

[cambodia]

in here just for today i got two time down already lucky most of them is my good customer not yell at me anyway keep your good work vortech i'm always appreciate your work

[Vantage]

OK things seam to have straitened out..
The wierdness appears to have been comming from the arp cache again.. It may have been another attack. We are looking in to it.

[cambodia]

thanks for information and keep up your work

[dpyers]

Personally, I like getting a periodic status, but when push comes to shove, I'd rather have people working on the problem than telling me about it.

It's tough to come up with an ETA for stuff like this because it's not like you're going to folow a process that has a known ballpark timeframe - like doing an fsck - and what customers really want to know is "when will it be fixed".

Even with a more frequent status, I don't believe there's an answer to that question for network problems.

Bottom line is that I tell people we're working on it, and we'll let you know as soon as we either discover a root cause and fix it quick or come up with a plan and timeframe to fix it.
I've got enough faith in VT to know that they're working on it and have access to the expertise to resolve it.

[TicoGrande]

I have been telling folks it was a router problem... In fact I ALWAYS tell them that.

I am not sure I want my customers thinking we are a constant target for DOS attacks as i am not sure how they would react.

What do the rest of you tell clients? DOS? BS? "We're working on it?

[bocosoft]

Originally Posted by TicoGrande

I have been telling folks it was a router problem... In fact I ALWAYS tell them that.

I am not sure I want my customers thinking we are a constant target for DOS attacks as i am not sure how they would react.

What do the rest of you tell clients? DOS? BS? "We're working on it?

The trouth (if we know it )... if not we tell them it's network problem of some sort... It really doesn't matter what we say. Some clients don't care what is going on, thay just want the sites to show up, the other clients are so loyal that thay would stay with us in any case... most of them didn't even notice the problems (I just :love: that sort of clients).

[muthukumar]

so like we get some refund for this or anything??

[TonyK]

Well the lost time I had one client turn blue and then kind of red I think!(his place is next door to ours) so I told him it must be your ISP he is using Bell and I use Cable it worked.
To day I had no Phone calls lest hope they didn’t noticed it

[TonyK]

Posted by muthukumar
so like we get some refund for this or anything??

Yes all 0.40 cents of it, just don't loose any costumers because no one is going to refund you for those

[Vixen]

Originally Posted by muthukumar

so like we get some refund for this or anything??

In order to receive a credit to your account, you must request the credit within seven (7) days after experiencing the downtime.

To do this, please submit the Vortech, Inc. Credit Request Form located at http://www.matrixreseller.com/sla/slaform.php

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 the downtime, and the server said domain is hosted on.

Vortech Inc. will make every effort possible to credit your account in a timely manner. 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/

(Please note that credit requests can only be accepted via the credit request form.)

[awen]

I HATE paperwork, and I know you know what was down and how long. Therefore, please take my credit due and invest it in a solution that will help prevent outages in the future, or better reporting systems.

Um, can I get a reciept for that?