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Recent site outages May 09

 
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Pigeon
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Joined: 13 Jan 2009
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Recent site outages May 09Posted: Thu May 14, 2009 6:41 pm    Subject: Recent site outages May 09 Reply with quote


14-05-09 18:50-19:34: All connectivity to the server was lost between the above times.

This has been reported to the hosting company and is under investigation.


Last edited by Pigeon on Sat May 16, 2009 11:28 pm; edited 2 times in total
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Pigeon
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Recent site outages May 09Posted: Thu May 14, 2009 7:21 pm    Subject: Recent site outages May 09 Reply with quote


Update from hosting company: "The issue has been resolved. We will look into the cause. This will require further investigation which will be conducted as soon as possible."
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Pigeon
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Recent site outages May 09Posted: Fri May 15, 2009 8:34 pm    Subject: Recent site outages May 09 Reply with quote


15-05-09 20:54-21:26: The fault has just struck again, unfortunately the hosting company was not able to isolate yesterday's problem and we just lost the site for half an hour again.
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Pigeon
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Recent site outages May 09Posted: Sat May 16, 2009 11:28 pm    Subject: Recent site outages May 09 Reply with quote


Same again just now, down for about an hour from 23:20 16-05-09 to 00:20 17-05.

The hosting company are apparently going to try something new on Monday.
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Pigeon
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Recent site outages May 09Posted: Mon May 18, 2009 1:41 am    Subject: Recent site outages May 09 Reply with quote


They are still struggling over this. We were down from 01:30-02:30 18-05-09.
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Pigeon
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Recent site outages May 09Posted: Tue May 19, 2009 3:44 am    Subject: Recent site outages May 09 Reply with quote


And again. 03:36-04:28 19-05-09.
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Pigeon
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Recent site outages May 09Posted: Thu May 21, 2009 9:12 pm    Subject: Recent site outages May 09 Reply with quote


Happened again 04:20-04:58 21/05/09.

I have received this from the hosting company:

Rapidswitch wrote:
This message is going out to all clients on VPS-Node-02, which has been suffering problems recently. We are acutely aware of the level of service that you have received recently.

The company's Managing Director will be writing to you in the next 24 hours to apologise for recent problems and explain what we are doing. We would like to apologise in the mean time, and rest assured that this matter is receiving the highest attention from us.

The RapidSwitch Team
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Pigeon
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Recent site outages May 09Posted: Fri May 22, 2009 4:49 pm    Subject: Recent site outages May 09 Reply with quote


Further communication from the hosting company:

Ed Butler, MD of Rapidswitch wrote:

I am writing to you to apologise for the recent service levels that have been delivered to on your VPS service, and to explain what we are doing.

My support team has brought it to my attention that there have been repeated problems with the service, with a number of crashes happening frequently. We are extremely concerned about this, and have been investigating it. We have around 500 VPS clients actively being served, and these are spread over a number of VPS nodes.

We have been seeing a repeated issue where the VPS node locks up, and goes completely unresponsive. When this happens, we have been unable to access the root account over SSH, and even with a keyboard and monitor attached to the hardware itself it has not been responding to input or giving any output. As you can imagine, this has made the problem very difficult to diagnose. We are still working to find out what this problem is; we do not think it can be hardware. All the diagnostics are not reporting any hardware problems, and the same type of situation is happening on lots of separate physical servers.

Our team is taking several different routes to investigate this problem. We have a couple of avenues that we are investigating; our preferred route would be to get to the bottom of the problem and remove it, but if that proves impossible in a reasonable time frame we do have two backup routes. The first is to switch the technology used to Virtuozzo, which is a similar type of virtualisation, and could add stability. The second is to change to a Hypervisor based technology, e.g. Microsoft Hyper-V or Xen.

In the mean time we appreciate that we are not delivering the level of service you should expect from any professional company, let alone one like RapidSwitch. We do appreciate that we are letting you down, and for that reason we are not happy to charge you at the full rate for the service. If you get in touch with us with the relevant invoice number we will ensure that you are credited in full until this issue is resolved. We understand that this does not address the problem at hand quickly; therefore we have a few things that we can do immediately. The first is to make a dedicated server available to you; what we would do is give you the first month free, and not charge you for the VPS during the transition month. The second is that our sister company, Easyspace.com, can provide a VPS. We have arranged an introductory offer with them so that you get 3 months free on a monthly package (6 month minimum term) or 3 months free on the annual package. If you would like to take advantage of the Easyspace.com offer please contact us for a code.

Finally, I would like to personally apologise for this and assure you that we are doing everything in our power to address the matter as quickly as possible.

Warm regards,

Ed Butler
Managing Director
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Pigeon
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Recent site outages May 09Posted: Fri May 22, 2009 5:42 pm    Subject: Recent site outages May 09 Reply with quote


...I shall be keeping up to date with which of these proposals they end up implementing. They ought to be able to fix it; I have other servers with them on different nodes which do not suffer from the same problem. If not... well some of the proposed alternatives are Microsoft-based; if they choose one of those we will move to a different hosting company.
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