2004-10-27 Network Issues, Windows Server Issues in Rack 2. FIXED

Looks like something's up with one of the cabinets. John just got there and will be reporting its status soon.

Servers down are: NT3 NT4 NT5 NT6 NT7 NT8 NT9 NT11 NT12 NT14 NT15 NT16 NT17 MSSQL

[admin]

All fixed now, we are looking in to the cause of the issue. Seems some thing went a little crazy on Slot2 of our router.

We tried to just disable and enable that slot and it did not seem to help. We had to reboot the core router and it did take down the network for less the 1 minute. Sorry about the issue and we will be looking in to why it happend to keep it from doing it again.
Thanks

[admin]

Any one on NT3-NT9 or NT11-NT17 you are able to get a credit for this downtime, total time 28.517 min for Rack2/Switch2 and you can submit it here http://www.matrixreseller.com/sla/slaform.php also for more info on our SLA please see: http://www.matrixreseller.com/sla/

[generic]

appreciate the offer, but no need to credit for 28 minutes here...

[craigdunlop]

28 mins = 0.58 cents refund, more hassle then it's worth...

[Alessandro]

Same as above, but I really appreciate your transparency. ;-)

[kattouf]

But technically speaking, aren't we all resellers and on all the servers?

Iwas asleep so that didn't bother me either.

But would that be 58c per server? or per domain? or just 58c? lol

I am only curios.

[Brangwyn]

It's per Reseller Plan that you hold. Brad linked to the SLA which explains how it all works a few posts up.

[admin]

Yea if we did the credit per domain it would not make much sense as we don't charge per domains. Some customer we would have to pay them for being down if we did it based on domains just because they might have 100 domains on one server. LoL That would not work. hehe

So it based on what you pay us. Its not much of credit but its still ok to ask for them, it helps also if we run in to another issue ( but I hope that does not happen ) in the same month you may save a few buck here and there.

We don't fell you should pay for service that you were unable to get or we go down for some reason, thats why we like the SLA and I have seen some customer get really happy over $1.00 credit, I am sure to some money is a tight thing.


Thanks and again sorry about the issue, we are still looking in to the issue more but we think we know what the issue is/was that caused it. Also internap might be in this week, they had an install date of yesterday but nothing yet. Grrr.

[mresell]

Originally Posted by admin

We don't fell you should pay for service that you were unable to get or we go down for some reason, thats why we like the SLA and I have seen some customer get really happy over $1.00 credit, I am sure to some money is a tight thing.

Just nice to feel someone cares I think...more than the change