Continuous Downtime

Customer Support Server/Network Issues
1

I chose to post here as my last option, because I don’t seem to be getting anywhere via LiveSupport / Trouble Tickets;

What I’m experiencing is continuous downtime of a number of my sites. Don’t get me wrong, this isn’t hours and hours of time, but could be if I don’t notice them when I do. The only way for them to come back up again, is for me to contact LiveSupport (which, may I add, respond and bring them online within minutes :thumb: ).

However, whatever they do is not a permanent fix, and so the problem occurs again, even though they say it shouldn’t.

Now I’ve been back and forth with this issue; “it’s been fixed” “no it hasn’t” “it won’t happen again” “it just has” etc etc, and I’d like a permanent fix put in place before both my clients and myself give up and move elsewhere.

Here is an example of some of the downtimes;

22/07/05 @ 15:15 - 16:00
4 sites down

23/07/05 @ 20:00 - 21:00
Spoke to Maheep
2 sites down

03/08/05 @ 15:45 - ?
1 site running extremely slowly

20/08/05 @ ? - ? (for approx 1 hour)
Spoke to Yogesh
3 sites down

21/08/05 @ ? - ? (for a further 1 hour)
Spoke to Yogesh
3 sites down

01/09/05 @ 19:00 - 19:25
3 sites down

13/09/05 @ 12:50 - ?
3 sites down

13/09/05 @ 22:00 - ?
2 sites down

13/09/05 @ 22:25 - ?
1 site timing out

The times above are times that I’ve noticed personally, when I’ve been online (please bear in mind that I’m not online 24/7), and have been temporarily resolved by contacting LiveSupport. Questions I keep asking myself are ‘How long would my sites be offline for if I didn’t contact LiveSupport to bring them back up?’ and ‘How many times are they going down when I’m not online to notice them?’

I’ve also been in touch with the billing department at least twice, regarding compensation, but I have received no answer from them - not even an email telling me that I’m not liable for compensation!

If someone could please look at trouble ticket GKT-93586-921 and inform me of what’s going on, will there be a permanent fix put in place, and am I liable to any form of compensation, I might be closer to receiving what I’ve been promised in the sign-up agreements.

I’m sorry for posting in this forum, but I feel this is the only way for me to receive any progression in this matter.

Thanks.

2

if you dont mind me asking what servers are these sites on and what timezone are these times in?

i have been having issues with atleast 3 of my sites on win8, and at the same time win6 has been fine, and ive had client mentioning to me ab9ut it

3

Hi - all my sites (nearly all asp.net and all use SQL Server) are on Win8 and just lately they’ve been lightning fast. Last week though they were very slow.

PS In England I have a 2MB ADSL connection and the sites take typically twice as long to appear as bbc.co.uk which I use as a sort of reference site. One they have appeared they download quickly. It’s as if they are hard to find in the first place. Do you have a URL I could try out to see how fast it is ?

4

OJM, which server are these sites on. If you could PM me the sites as well as the server, I will set them up so they can be monitored

5

All the sites in question are on the win2 server, and the timezones are in GMT (London, UK)

Yash, I have PMed you the list of sites.

Thanks all for the involvement!

6

Yash, any news on the monitoring?

One of my sites are responding extremely slow. The ‘alliance’ one (if that’s any help).

7

your alliance site is loading within a few seconds. The average response time on Win2 is 200ms. We are however monitoring this site for any issues

8

A number of my sites are down again today…

I’ve PMed you the list, Yash.

9

There was an issue with Win2 that required a reboot. There has been an annoincement made. Win2 is a stable server and these issues certainly do not happen frequently

10

OJM,

I posted the reasons for the IIS downtime and outage on the forums.