Communication and Down Servers

Customer Support Customer Only Discussion
1

I’ve been battling what is apparently an isolated incident - one MySQL server on Cluster 1 is down.

However, it’s been difficult to get any communication from Jodo - no updates on Facebook, no updates on Twitter, no updates on this Forum in any area…

My first two chat requests went completely un-answered (5-10 minutes waiting)

No reply or acknowledgement to a Support Ticket…

My third chat with Devinder Kumar was just “we will update you on the same ticket”
Of course I didn’t have any updates to that ticket at that point…and I still don’t.

As a re-seller all of my sites that rely on that server are down…but I have no information I can share.

I understand problems come up - but I can’t stress enough that as customers we need some type of feedback - especially when we reach out for support!

If it’s a long term problem I need to know - I can start trying to make arrangements to move files or connect to other DB servers…but why go through all that work if it’s just a reboot / reset app pools / etc.?

At this point I have been unable to get ANY idea of what is wrong or even rough estimate on when it might be fixed or what is even going on…it’s hard to believe somebody couldn’t take few moments to post the status of the server and a possible eta on when it might be fixed.

2

MySQL server was not down .It could be DNS lookup slow making some connection not work for short time but possibly impacted for 20-30 min by caching name-server not working and making DNS lookups slower which may have bog down for this time

3

I’ve been out of town some this week, but basically there was no post, because there was no server down or outage.
We do post when there is anything more than some basic restarts of services that impact people for a longer period of time.
There was as referenced above, a short time of DNS caching server not replying, which caused some SMTP server lookups to timeout as it was going to outside server for DNS which for mail gets very heavy traffic (and why we have an internal caching server), this MySQL server could have also been using, so when making a connection the internal dns server was timing out, making it then look to outside. This makes the connection sequence slow, and can bog down more.