Credited

Got the credit for the outage:

Hello Peter,

Thank you for your continued business.

I have applied a service credit to your account equaling a bit over 10% of your monthly value.

Please feel free to let me know if you have any further questions, thanks again.

Regards,
Taylor Hawes

This worked out to be a $2.50 credit to my account:

Credit Jul 22 2005 -$2.50 Service credit for downtime 7/22/05

Credit Request response #1

Received this reply at 10:03 a.m.:

Hello, Mr. Wood,

I just wanted to let you know your request has been received. I’m so sorry for the outage; I know that must have been frustrating.

I have flagged this support ticket for a senior staff member in Billing, so that we can get this resolved for you.

Thank you for your continued business; we really appreciate it.
–
Best regards,

Carla Hufstedler
Customer Service
Site5 Internet Solutions, Inc.

our network and servers
our current specials

I guess that claims for service outage credits have to be reviewed by the higher-ups? Stay tuned…

Reality-Based Guarantees

Site5 does, in fact, have reality-based guarantees. One of them is an uptime guarantee, and I have filed a request for credit for the outage last night. I plan to be more vigilant about requesting these credits in the future:

Greetings,

On Thursday, July 21, from approximately 7:15 p.m. to 11:45 p.m., my site hosted on moiras experienced an outage. I would like to request a service credit for my outage during this period, under the terms of Guarantee #2:

http://www.site5.com/switch/guarantees.php 3 hours 30 minutes to 7 hours 15 minutes (99.5% – 99% uptime) — 10% credit

I realize that not every company can have perfect service, but I seem to have been experiencing an inordinate amount of problems and issues on our host since switching back to Site5. I’ll be watching the service level on our host very carefully, and I won’t rule out switching to another host if things continue like this.

Back Up

Well, it looks like the site finally came fully back on line at around 11:40 p.m. last night. I guess they had some major hard drive problems with our server. I don’t know many details, but I’m assuming that the rebooting and rebuilding process took longer than they expected.

So far this month, our server has had less than 99.99% uptime, according to the monitoring page that Site5 provides. I don’t know if Site5 actually guarantees 99.99% uptime, but in any case, 4.5 hours is a significant outage by any measure. I’m not sure what, if any action, I need to take. At least we’re back up for the time being.

4.5 Hours

prwdot.org has been inaccessible for 4.5 hours now. This is just ridiculous.

I’m probably going to go to bed soon. Sorry if the server is down – it’s not my fault!

Going down…

I was just logged on to the console and got this message:

Broadcast message from root (pts/0) (Thu Jul 21 22:04:01 2005):

The system is going down for reboot NOW!

Alrighty then… here’s a link to the Site5 forum thread on the subject… short on details, though.

Here’s the last support email I got on the subject:

Yes, quotas are being repaired at this moment and the /home directory was mounted as read only. The quota repair process has been going on for 30+ minutes now, I hope it won’t extend for much longer.

I am sorry for the inconveniences.

– Regards, Juan R. Pozo Systems Engineer Site5 Internet Solutions, Inc.

Bad to worse

Sounds like things are getting worse… the server had to be taken down again because of some hard drive problems. It is back up now, but the filesystem is still in read-only mode, so no data can be saved to my home partition.

I think that database stuff will work, so you should be able to leave blog comments. But uploading files and sending emails probably won’t work well.

prwdot.org outage and other problems

It looks like the prwdot.org server was rebooted at around 7:15 p.m. EDT, after having a seriously high system load from about 6:45 p.m. to 7:15 p.m. The high system load would have caused very slow performance on our website.

In addition, it appears as though the filesystem that our website is hosted in is mounted ‘read-only’. That means that no changes would have been able to write to disk. So if anyone tried to upload any files, leave a blog comment, or email anyone @prwdot.org, it probably would have failed.

I have a support request in to Site5 to see why the filesystem has been mounted as read-only. I’ll let you know as soon as I find anything out.

Apologies.

Back up

prwdot.org’s server is back up now. Site5 hasn’t given me many details on what went wrong, but apparently something was hammering the server and making the load go crazy. If anything else happens, I’ll keep you posted here.

prwdot.org down

As of about 8:20 a.m., moiras, the server hosting prwdot.org is down. I have contacted Site5 support, and they have responded:

Hi,

Moiras is currently inaccessable, and someone at the NOC is on their way down to reboot it. It should be back online within the next few minutes, and we’ll then investigate the cause of the problem.

Sorry for the inconvenience.

–
Regards,
Vince Stratful
Systems Administrator
Site5 Internet Solutions, Inc.

Hopefully everything will be back up soon. In the meantime, stay tuned here for updates.