| Posted by Ssava, 08-10-2007, 02:44 PM | |
Evidently 'parts' of the ServePath DC is experiencing power outages. Customer service line auto disconnects you when you call in, LiveHelp is unresponsive. Open tickets are not even updated.
I can't believe it!!
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| Posted by dhecht, 08-10-2007, 07:47 PM | |
We had an issue with one of our UPS systems at 8 AM PST, and it lost power to some of the PDUs attached to it while switching to bypass mode.
If you have a server with us that experienced problems coming back up, please make sure you have opened a case. I haven't heard of any problems with the phone or live chat support, and I've talked to plenty of customers today.
If you got disconnected, sorry. Please call again, or post your information and I'll have a support specialist call you directly.
Best,
David
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| Posted by Ssava, 08-10-2007, 07:53 PM | |
Phone lines were disengaged to support from 8AM-10AM, or maybe it was just too busy. I tried over 10 times over the two hour period.
Attempted reboots via web interface several times all failed. Online livechat person was not responsive (as in he doesnt say anything at all and after 30, yes 30 minutes, said they are trying their best and working on it and be patient. No further updates beyond that) I've also tried livechat more than 5 times. Opened ticket at 1010 AM as site down emergency, it is now 1646PM, no updates. Even now. Case Number 00095779.
Called support and got through at 2PM PST. The lady answering the phone told me to hang tight as people are working on it and she does not have an ETA.
Called again at 350PM PST and spoke to someone else who seems perplexed why I had been blown off all these times....to realize after the power outage, our circuit to our cabinet had been tripped and he went into reset it manually . At 4PM PST service was restored.
Down time was a little over 8 hours. My challenge here with ServePath was negligence and support personell blowing people off when they could have spent a couple seconds and could have restored my service, but we were out a whole day.
Ticket now has been opened for a SLA service credit. Please ensure this is followed up on instead of no updates again. 00095890.
This is the second time we had been down for 8 or more hours in the past quarter. Outage I can live with if you give me a good reason and good faith effort you are restoring service. But none of this is happening. You guys are simply NEGLIGENT. Period. The previous one was May 25th 2007 when your 'ISP link' was down completely connecting to me (again no updates to that case)....I was down for over 48 hours that time. Same deal when I called in multiple times explaining to your support staff the status of the outage and requesting update, blown off each and every time stating that we are working on it as fast as possible. Case number on that was 00085048. Even to this day, this case is in "NEW" status and no staff from ServePath has even touched it. No no SLA credit.
We pay around $1000 for your 1/4 cab. space and mere 10 bandwidth. That price is on par with better facility and bandwidth at PAIX or even Equinix. You certainly are not cheap by any means and I expect to hold you guys to that level of service if you are going to charge this amount of money.
You cannot keep and retain your customers this way. Don't say you have redundant power when you don't have it configured properly. I remember your president CEO sent out an email to all customers back in May apologizing for the previous outage due to power and how it won't happen again, well it did. And don't say you guarantee service credit when people are left hanging dry days at a time when you don't even bother to look at the complain/cases/and or give them the credit that you've advertised.
Last edited by Ssava; 08-10-2007 at 08:03 PM.
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| Posted by dhecht, 08-10-2007, 08:16 PM | |
Sorry, I'm really not sure what you are referring to for a previous issue. 'ISP Link' down? We have 5 x 1 Gbps and 1 x 10Gbps connection to different providers, so even if one is down...
We have had service issues with this particular UPS unit and we are replacing it. Most colocation customers come to the data center to investigate any problems for themselves, I guess that is what I would recommend because our staff is not familiar with colocated equipment generally. Local breakers in the cabinet should not have tripped unless the cabinet was overloaded, we will have that looked at.
I will look at those case numbers, thank you. We do give SLA credits whenever they are requested so I am not sure why this was not the case for you.
Again, please send me your info by private message I can have someone contact you directly.
Best,
David
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| Posted by Ssava, 08-10-2007, 08:23 PM | |
For your outage May 27th, I spoke to someone in support staff who acknowledged that you guys have active cases opened with Level 3 and Verizon where there is 80% packet loss for that 48 hour period.
Many many resources on the Internet was unavailable to our servers. As I believe bulk of your traffic go out of these pipes I troubleshot the issue on my end and suggested to your support staff to 'route around' the issue by reconfiguring your routers to go out of your other links for routes affected. I called and told you guys this twice. This is simple network administration 101 and my god you guys should have configured this from the get go or at least took my advice when I reported it, twice.
Sadly, this was not done and I was blown off.
Hence, more than 48 hours of outage for us.
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| Posted by Ssava, 08-10-2007, 08:42 PM | |
No worries, I've said what I had to say I'm just going to drop it. If you (ServePath) has any further comments you can direct them to me personally, you have my contact information. Our service is restored anyways now.
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| Posted by dhecht, 08-10-2007, 09:22 PM | |
Talked to the techs. Power to your cabinet was fine, your servers were not set to come back on after a power cycle.
This is a bios setting, we can assist you in updating your servers. Please contact me through PM.
Best,
David
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| Posted by Ssava, 08-10-2007, 11:08 PM | |
Wrong again!!!
One Dell sever did not come back up..after power was put back into the cabinet. I called that one in at 6PM.
There is a F5 BIGIP, Cisco router, and Cisco switch...none of them came online until 4PM PST. Those devices do not have a "BIOS" setting.
Last edited by Ssava; 08-10-2007 at 11:14 PM.
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| Posted by Ssava, 08-11-2007, 01:15 AM | |
By the way ServePath, I've went back through my invoice. That server you said that had the "BIOS" issue and not starting after power off..... We actually paid you guys a good sum of money for professional services installation and configuration.
YOU.... were the ones that actually configured all those settings, installed the software, and did the work - not us and we paid for it.
Not to get into a pissing contest with you guys so I'm just going to drop it. You have the case numbers you have our receipts. Misunderstanding or not...I have not only documented these issues all on your 'ticket' system, they are time stamped, they are there. I appreciate you david for trying to put down this fire here on the forums, but I hoped that in the future while I do not expect ServePath to be proactive (since its not a managed service), i at least expect timely responses to outages reported and not just excuses and/or stall tactics.
Thanks,
Jordan
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