Now goes Cadillac

[TeeJa]

Seems like Cadillac is going to meet the same fate as Supra.
Support is not answering my calls for help, that has been going on since this morning. Last word I had was "they are working on it"
Emails intermittent, now no FTP, spamd not working, Imap failed, slow pages in HTML.
Looks like time to move on or loose all my clients.

[jmeadows]

I am not ready to "jump ship" yet, but I am getting tired of calls from my clients wanting to know why they can't get to their webpage or get their email.

Support is always pretty good about letting me know they are working on it when I get in touch with them, but there is rarely ever a reason for the outage given (which worries me). We are resellers. Many of us understand the realities of running our own equipment (for me, I got out of running my own gear because it is cheaper and less stress to let someone else do it). But along with that comes a desire to know just what is going on when there are outages and what is being done to prevent them in the future.

I was told in November that the outages that Cadillac was experiencing were due to it being a new server and that as it filled up, new users often did things that they were not supposed to do and this caused problems. I was told that as it filled up, these problems would drop off and the server would go back to a stable state. Well, I am still waiting for the stability to return. I have been online with the support guys way more than I would like to lately.

What I would really appreciate seeing is a post to the forums when there has been an outage with an explanation for the cause. I don't think that is too much to ask. With that, if a outage is taking a while to fix, post what is going on here. It only takes a minute to have a support guy make the post and then we know what is up and can tell our clients what is going on.

[TeeJa]

I have to agree about most of the support. They usually get right on the problem. For the small problems "Chat" support gets right on it, and if it needs level 2 to look at it, it will happen.
I also agree that just a little more explanation of the problem would be more comforting to us that what is being done to fix the problem, what caused the problem, and what is being done to prevent it from occurring again.

I have never complained about the support, just the amount of down time or minor glitches that occur is getting totally unacceptable. I spend most my day with one eye on the server, and the other either constructing/maintaining/developing web sites, and the rest fielding Emails, calls that something is not working on there site, or there Email is timing out. This is a lot of wasted time and now no spare time to pick up the fishing pole for a few hours.

So in fairness, I give support a plus for getting right on a problem, but a negative for the explanation of what the problem was and what preventive measures where taken, even if it is "we don't know", "stuff happens", we would feel like we where in the loop and feel like we are part of the team.

[GatorBrent]

cadilac is fine...
I'd apreciate if everyone stops saying like supra every time a server has a problem.

cadilac had a heavy user causing problems that was kicked along with dictionairy spam attacks which needed exim to be taken down to modify the config to better handle the attacks. Everything has been fine on it since.

[TeeJa]

Brent,
You have to understand that if your lively hood depends on that server being up, and the phone starts to ring with irate clients, not just once or twice but several times in a 2 week period about even minor disruptions, then we get worried if our clients are looking elsewhere. We don't have the client base you all have and we depend on the ones we have and try to do the best for all of them.

The problems experienced with the "other NoName" server has given us all something to think about?

Your service has been excellent on problems that come up, it is only why the frequence of them, and a little more explanation about the cause & fix of the outage?

If I didn't think HG was good, why would I have sent in a query on getting a Dedicated server from you? I will be getting one, I just did not plan on one till later this summer.

You still have one of the best Hosting reseller plans for the buck!

[jlgreer1]

I have been working with computers since punch cards. I haven't seen a box yet that doesn't have problems with gremlins and Mr. Murphy, no matter what the box costs or what the operating system.

I teach at a school with several Windoze/Novel servers that cost $35K plus each. The system is small by many standards. It is administered by a professional staff. System outages routinely occur on weekends, weekdays, whenever the weather changes, and even when it doesn't, almost always at grade time!

I would be happy with a 75% uptime guarantee with that system. We don't get any guarantees yet we are still accountable for our responsibilities.

I have a couple of web pages that I use at school. I host them here because it is MUCH more reliable than the space I have available at work. I pay for it out of my own pocket.

Cadillac has been down a couple of times recently. I don't think it is anywhere near 1% downtime. Perfection is unattainable.

Just my $0.02 worth. Flame suit on.

Jeff

[TeeJa]

Jeff,
I can relate to what your saying, but at the same token, if we where at even a 85% or 90% uptime, we would not be having this conversation, as I would have no clients to worry about.