Please be more specific, accurate and consistent in your communications

[somereseller]

The problem with this DNS technique is that sometimes the DNS are up and not the rest. I've noticed that ns2 was always up. So in that case, we would be *****.

Let's start another thread to talk about this.

[generic]

Wow in the time it took to write this there have been 5 new posts...

Pre-qualifyer: This is not directed at anyone, it’s just my opinion.

People will always complain when they are paying for something, and these forums just enable that.

But, I do think the resellers have a legitimate gripe.

Matrix reseller is all about reselling the matrix product. To do so properly we need the proper tools for success. One of the most important tools is communication. If your plane is scheduled to take off at 6pm and it takes off at 10pm, you are upset. If the cable guy is supposed to be there at 9am and shows up at 3pm, you are upset. However, if they call you the night before and advised you about the change in time, you might be a bit unhappy, but it still has to get done and you work around it.

I know this is not exactly what happened here, but with that in mind, we understand that maintenance, upgrades, and repairs must be done. And with your world wide clientele, there is no good slow time to do this (its always 5pm somewhere) We all have to deal with that. Some of us even change our schedules around the announced downtime.

So where am I going with all of this, the information you provide to us, your clients, is in turn, passed along to our clients. I don’t know about everyone here, but the reason I have the clients I do is my customer service. I tell them like it is. If there is an outage, I tell them what is was, if there is scheduled down time, I tell them that too. They don’t mind as long as I tell them what happened and don’t go, duh, I don’t know, yes I told you it would be in the am and yes it did occur in the pm, sorry. When you change the time it effects everyone not once, but twice. Expecting the first outage, then not expecting the second. (you, in effect, upset twice as many people, kind of a double whammy over one problem).

Being upset about emergency outages, scheduled repairs, does not belong in this forum, and I would not even be upset if you edited those comments, its a waste of disk space anyway, BUT you have to expect a little anger over something that does not happen according to your own announcement.

I look forward to this all being over with tomorrow

I rest my case your honor,...defense....

[bigdave]

Well, I am back from the datacenter and I really don't know what to say, in all theories the pix config should have worked, what happend is packets went out, but nothing came back, so it worked a little too well, so went back to the way it was. We are having the config looked at by some experts (CCIE's) to see where our flaws are. Please do not flame me or ask me why it happened at the time it did as these decisions are not mine I am just telling everyone where we stand.

[resell01]

Thanks BigDave for the info.

[admin]

Well we should of sent out a notice for the change sorry about that. That was our fault.

We made the switch around 5:45PM / 6:00PM can't remember the time off the top of my head.

Bad news is something went really wrong in the switch with the pix and we are waiting now on 2 cisco CCIE's to check over the firewall configs again to see what could of caused this issue. We had tested the setup and EVERY thing looked great. Once we put it live it would send packets out but not allow them back in, we took a little time going over the setup of both the router and the cisco pix's but have not found a single thing wrong. We just gave up on it and are going to wait for the cisco techs to have some time to go over the configs.


There only issue is because we have a large number of IPs along with 2 different blocks the 216.157 and the 65.57 and not sure if they could be making issues with in the pix firewalls. We hope to have the issue worked out by tomorrow..

I would like to test this tomorrow and also ask what you guys think is better. If every thing test good and the CCIE's have looked over the config to ether do this on saterday or sunday or wait till a week day.

I know every thing is a lot slower on the weekend so I can try and plan it for then if we can.

I am very sorry about the down time but once all of this is in place you should be more then pleased with service again. We are trying very hard to keep these issues from every happening again.

[somereseller]

I would love it if you could wait until sunday.

[logic404]

your Sunday is my Monday, so I'd be more than happy with Saturday, but then, you can't have everything. I put my faith in you to do whatever you think is best!

[admin]

The big game is here in the states sunday so I might have a hard time getting the cisco techs in there that day, I might be able to if I can do it before 2pm on sunday.

[logic404]

Saturday is looking nice...

[somereseller]

If you plan to do it before your 6PM on Saturday, I need to know ASAP so that I can move that website.

[admin]

Originally Posted by logic404

your Sunday is my Monday, so I'd be more than happy with Saturday, but then, you can't have everything. I put my faith in you to do whatever you think is best!

I think Saturday is also better as Saturday here is NO ones monday any where. Plus there is the big game on sunday.. If the darn thing works it only takes 1 min to switch it now.

[bigdave]

But what about saturday....

I'll be posting pictures of the rack, so everyone can see the MAIN ROUTER and the new BACKUP ROUTER and the MAIN PIX and the BACKUP PIX, does anyone want an autographed picture (mine of course) with the web server of their choice?

[admin]

Originally Posted by bigdave

Does anyone want an autographed picture (mine of course) with the web server of their choice?

LoL.. Now that would be funny.. I think lindsey might have a better chance..

[bigdave]

Originally Posted by admin

LoL.. Now that would be funny.. I think lindsey might have a better chance..

Yes but we TRY not to let her near the datacenter....for uhm....reasons.

[admin]

Originally Posted by bigdave

Yes but we TRY not to let her near the datacenter....for uhm....reasons.

Thats not be because of OBT would it?