2004-11-25 Network/Upstream Issue

[Francisco]

At least there is not too much to fill on that form, any way from my point of view you have a nice company with great customer care so AGAIN I Will not request refound, but please keep in mind that we loss money and a great image of service with our customers (je je specially us that in the last 2 events I been sign uo new customers) but i really like to get a notification when servers or network fail just to be ready for my customers.

[kattouf]

I just added a Downtime Credit Policy to my website to give credits to my customers when outages occur to keep them less mad.
I even excluded acts by Aliens... :-)

[Brangwyn]

So is this absolutely 100% under control now ? I've had upwards up 70 complaints in the last 36 hours and I'm starting to go a little crazy ! (well perhaps I should say more crazy than usual)

[admin]

I think so Brangwyn, at least I hope so.

[Brangwyn]

Fingers and Toes crossed then !!

[Silverbug]

Nope its not. I keep getting dns errors all the time, i might submit a ticket on this. its getting very anoying.

[admin]

Silverbug can you post one of the domains your seeing this on? I have not seen any more issues and if its DNS related it could be related to the attacks we have been seeing. For some reason DNS is one of the first things we see go.

[Silverbug]

hmm the site is up and down sparadicaly, i would change something on the site and refresh it and it would say it cant find the dns for it. i havent been using it for a while so i dont know if its still doing it altho it was fine for the last little bit i was using the site for so i didnt submit a ticket. The error was across all my sites, i tried a few sites in the outage.

[admin]

Maybe your DNS cached something bad or your browser, I have seen a lot of users that just need to hit refresh and there sites came right up. Not sure if this is what happend to you or not. But if you hit the site we were having issues then it could have caused something funky.

[Silverbug]

yeah it happened off and on, and was on more than one pc. not to worry seems to be all working now.

[3WHosts]

Is anyone else experiencing slow Mail Server issues? Mine is running very slowly - Just hoping we are not having a similar problem as yesterday!

[soky]

Mail ::: I had sent myself a couple of email yesterday during the outage and as expected, I did not received it. BUT, I did expect to receive it today; no bounce; no error; no email. It looks like the "router issue" may have lost some email. I am sending my key customers a note of apology and notice that I may have missed some email just to ensure I didn't miss anything important.

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That said - THANK YOU VORTECH/MATRIX!!! I do appreciate the effort you put into this to resolve it as quickly as possible. Everything seems to be working fine for me... that is from the hills of Kentucky anyway. I am hopeful that those staff members who were forced to leave the family during the holiday are well compensated and are allowed some free time for those who are important to them.

[admin]

Hmm, the router being out should not make you lose mail if the mail server sending the mail is setup right. It should try again every 3 hours if it can't reach a mail server for 24 hours and some up to 7 days. Thats odd that you did not get the email.

[jmbeach]

Brad, can we get a final tally of how much downtime you'll allow credit for from the past outtages? I put in a request, and based on the credit, it was only for 3 hours total. Sure seemed like more than 3 hours, but I wanted to get a concensus.

Thanks!

[admin]

I think there was two 3 hour credits the 25th outage was 3 hours that we need to issue credit for and 5 for the first outage you have to submit them both, they can't be in the same SLA form so we can track them. So if you fill one out for each outage you should get a total of 8 hours credit.