Escalade imap "failed" day 4

[Klouda]

Hello,

I thought that these servers were suppose to be monitored. imap has been signaling a failure since at least Thursday.

[Klouda]

Tomorrow will be a week since imap has been reported as failed and it is still down.

[Stef]

Klouda,

is IMAP actually not working or is it just indicating this? You will have to open a ticket at support@hostgator.com in case of problems.

Stef.

[Klouda]

Stef,

Unless your server status system is providing false information, in which case it is poorly implemented and thus useless, it should not really matter if I personally am using imap or not. If the status shows an error, that should be a matter of concern to you and to me because it shows a problem that is going unresolved.

Case in point is that escalade went down today (apache) and everthing was unavailable. Sure this could be unrelated, but then again if anything is failing, no matter how small, it should be addressed as it may be the start of a bigger issue.

I do not mean to be a pain, but I am paying a good amount of money and do expect that Hostgator is monitoring the servers for problems. I should not have to do this as this is what part of the money I am paying is for.

I am greatly concerned when I see anything red or yellow in the server status for any length of time because it makes me feel that HG is either ignoring the issue (troubling), unaware of the situation (extremely disturbing), or working on it but it is taking time (acceptable, but I would expect some notification that the problem is being addressed).

I have clients that expect me to stay on top of the status of their sites and I in turn expect you to keep things running as best as you can and as smoothly as possible.

Is it my job to check the server on a periodic basis and then if I see anything wrong that I email a service request? If so, this needs to be communicated and I will make it happen.

Again, I appreciate the product that you provide and am overall very pleased with HG. I just need to know what is expected from you and from me.

Thank you

[Stef]

Klouda,

if you or your clients are experiencing problems you should open a support ticket, as you know.
But you don't *have to* check the server status constantly, because this is done at HG, although you can of course do so if you want. The servers are monitored and managed. When there's a problem HG will be aware of it and take appropriate action.

Stef.

[GatorBrent]

Klouda I am assuming you do not know what imap is otherwise you would not be relying on inaccurate cpanel lights.

We have monitoring set up and fix problems when they happen, however cpanel lights are not accurate and will report things down when they're up. Unless you or your customers are having a problem with something there is no problem.
If you do have a problem with something please e-mail support

[Klouda]

Thanks. That does answer my question. However, if the cpanel lights are not accurate, then I would highly recommend that you state that someplace clearly since resellers and clients all have the ability to view the status.

I am not currently having any email issues and do not use imap (to the best of by limited knowledge), but since there have been periods of time in the past on this server where email was down, anything that stands out as a problem raises a warning to me.

I do appreciate your responses to this concern as I take my business very seriously and so do my clients and I need to be on top of things like this.

I will trust that you guys are doing your jobs and monitoring the systems.

Thank you