Control panel not responding

I'm wondering about the status of the control panel. I can't seem to get my reseller, admin, or my clients' control panels to load.

I placed an emergency ticket into the system an hour ago and haven't heard anything.

Two thoughts:

-Why doesn't Matrix monitor the control panel? When there's an obvious problem like this that could be detected by any server monitoring software or hosted monitoring service, why is it left up to the customers to report this? Ideally, Matrix should be the first to know and should be working to fix the problem even before I notice anything wrong.

-I think it would be a good idea for Matrix to provide some way of getting in touch with them after hours. I understand you don't have 24/7 support, but if a server goes down and needs attention, having to explain to my customers that they need to wait until standard business hours to have it looked at is pretty hard to swallow. You are a reseller host and you do have a responsibility to be there for your resellers when there is a problem, even if it's in the middle of the night in Florida.

Matrix, please first fix the server, and then I would like to know your thoughts on the above.

Thanks,

Adam

[Garreg]

Now I’m not 100% sure I have my facts right here, but I’m almost certain that they do have an ‘on-call’ system for out of hours / weekends etc… if my memory serves me correct I think Admin once said that the severs are checked every so many seconds, and if one goes ‘offline’ then a pager is sent to the ‘on-call’ boffin automatically

[admin]

Sorry guys..

Been working on the server for about an hour and 1/2 but it seems all fixed now.. Now for your two thoughts..

-Why doesn't Matrix monitor the control panel? When there's an obvious problem like this that could be detected by any server monitoring software or hosted monitoring service, why is it left up to the customers to report this? Ideally, Matrix should be the first to know and should be working to fix the problem even before I notice anything wrong.


1: It is checked ever 3 min. i was at the DC about 20 min after it went down and would not come backup after a power reboot. This was at like 6am something. Thats why i had not replied to any tickets yet. But its all backup now.. No fun at all at 6am..


-I think it would be a good idea for Matrix to provide some way of getting in touch with them after hours. I understand you don't have 24/7 support, but if a server goes down and needs attention, having to explain to my customers that they need to wait until standard business hours to have it looked at is pretty hard to swallow. You are a reseller host and you do have a responsibility to be there for your resellers when there is a problem, even if it's in the middle of the night in Florida.


2: We tried this before and it really really got abuse.. But I do have a new idea on this. I think some of you guys are from over seas. So what I am going to look for the MOD's we pick for the forum we will give them 2 of the main techs cell phones. They will be able to email or call the cell phone if there is something going on after 12am est.

But I have to make sure this is not abused and there are some steps in place..

As far as our "responsibility to be there for your resellers" i know this one very well. We have no problem being here at 1am till 7am if we have to fix things.

Thanks for getting it running. When I didn't see anything from Matrix on the board about the CP going down and didn't get a reply to my ticket I assumed that nobody knew about the problem.

Maybe the new server status script being discussed in another thread will save some confusion in the future.

My only recommendation is that if you get a notification that a server is down and you come in to work on it, could you make a quick post on the forum so that we can see it is being handled? Seems like this would save a lot of confusion and a lot of unnecessary tickets in your system.

Thanks for the clarification,

Adam

[admin]

Yea i should have.. But was a little sleepy at 6am after being up till 1am..