Excursion down twice in 72 hours?

threeft3 · #1 01-25-2008, 12:10 PM

We have had three trouble free years with Hostgator but over the last couple of days we have suffered downtime... Once on Wednseday afternoon around 3:15pm GMT and again this afternoon around 5:45pm GMT.

Part of our business sells itself on the Hostgator 99.9% uptime guarantee so we aren't looking good this month... luckily there is only a couple of days left.

Anyway, I've contacted via live chat on the first issue, then by email on the last one to which I recieved the following reply.

Quote:

The server has had higher loads than normal today and we are actively monitoring it for issues. We apologize for the inconvenience and let us know if you continue to see issues.
Thank You,
Devon Dunham
HostGator Support

I appreciate the reply and it's comforting to see that it was promptly investigated but it would be nice for us to have some kind of explination that we could possibly pass onto our clients.

Now I know there are guidelines as to what is technically regarded as downtime... but to our clients... when their sites go down... THAT IS DOWNTIME... isn't it?

Anyway... this isn't a moan (as such)... we're still very happy with the service we get from Hostgator, but would maybe like to be kept in the loop so to speak.

slapshotw · #2 01-25-2008, 05:39 PM

Higher loads than normal is a valid explanation--with high loads, you can start seeing problems with Apache and other processes.

threeft3 · #3 01-26-2008, 06:15 AM

So by higher loads do they mean higher amounts of traffic? Higher loads on the processor by databases etc???

Its all a bit vague is it not?

L146705 · #4 01-26-2008, 06:29 AM

I haven't been able to connect to my sites on and off over the last few days.
I haven't had many problems with hostgator thus far.
I'm based in the uk too are you on a semi dedicated package?

deacon · #5 01-30-2008, 04:59 PM

All of my sites are down on Excursion. Need to get these sites back up as soon as possible. Please HG, have a looksie into this machine so we can get some resolution.

GvilleRick · #6 01-30-2008, 05:01 PM

Have you submitted a Help Desk ticket or contacted Live Chat? It would be much quicker to contact the techs directly as they generally don't check the forums as often. (Your site in your signature is loading fine for me.)