sienna.websitewelcome.com :: file system check

[GatorVincent]

This server is providing us warning about the file system, so at this time, we are taking this server down to do a file system check on the /home/ partition, this will take about 15-20~ minutes but is imperative for the safety of the servers and it's data. We thank you for your patience.

[Techtroll]

Been alsot an hour and I.ve now had evey client I have call complain and this sort of thing can be sceduled. If you would have done it 6 hours latter I would not have my clients on my back.

10-15 minutes BTW is now almost an hour.

[GatorVincent]

Sorry for the hold up, it has currently been 27 minutes of inactivity for this server. It is currently at 85%.

Techtroll, I am very sorry but this type of issue cannot be postponed and had to be acted upon immediately. We thank you very much for being patient with us.

[Techtroll]

Okay it's been well over an hour...so at this point I will be receiving a refund for this month because you blew the 99.9% uptime guarantee.

From your reseller page

"We guarantee that your site will be up 99.9% of the time we host it. This guarantee includes both network and server failures. If your site isn't up 99.9% in any one month we will issue a full refund for the month."

31 days = 744 hours = 44,640 minutes x 0.1% = 44.64 minutes

So we are past that now, and this will be a profitless month for me since I will have to refund all my clients as well.

So tell me how do I get my refund?

Anyone??

[GatorVincent]

Good news, the server is now up and the /home/ partition is in good shape. Thanks everyone for your patience while we made sure the server maintained it's proper integrity.

Techtroll, if you would like to inquire about a refund, please email sales@hostgator.com as per our TOS (Section 9b), and they will be glad to assist you.

"To request a credit, please contact sales@hostgator.com with justification. All requests must be made in writing via email. Uptime guarantees only apply to shared / reseller solutions. Dedicated servers are covered by a network guarantee in which the credit is prorated for the amount of time the server is down which is not related to our uptime guarantee."

[Techtroll]

We are back up so total downtime ends now. Just marking it for future reference.

[Techtroll]

Thanks for the info GatorVincent.

[striddy]

Originally Posted by Techtroll

I.ve now had evey client I have call complain and this sort of thing can be sceduled. If you would have done it 6 hours latter I would not have my clients on my back.

10-15 minutes BTW is now almost an hour.

"Every client"...... hmmm

Vincent said "imperative." How can you "schedule" imperative? You are also assuming that everyone on "your" server is in your time zone. Who's time zone should HG schedule such things for?

Originally Posted by Techtroll

So tell me how do I get my refund?

Can I suggest

1. Have a cup of tea or some other calming beverage
2. Take a deep breath
3. Let HG get their thankless task done
4. Have another cup of tea or some other calming beverage
5. Once HG has completed maintenance to stop any loss of "your data" email sales and they will help you with your credit question

[kmaw]

I lost 50 clients from this outage -- and I'm not even on that server!

[Techtroll]

Hello David,

Originally Posted by striddy

"Every client"...... hmmm

Yes, every client, unlike HostGator if I know I own my clients I pay them out, period. We do not take the "if they don't catch us we don't have to pay" route.

Originally Posted by striddy

Vincent said "imperative." How can you "schedule" imperative? You are also assuming that everyone on "your" server is in your time zone. Who's time zone should HG schedule such things for?

We run servers locally for another venture and your "file system checks" can be postponed for a few hours. So anytime after midnight HG's local time would have cut down the impact. Yes I realize the planet is round and that not everyone is in the same time zone, but I'll bet most websites on the server are connected to some North American operation.

Originally Posted by striddy

Can I suggest
1. Have a cup of tea or some other calming beverage
2. Take a deep breath
3. Let HG get their thankless task done
4. Have another cup of tea or some other calming beverage
5. Once HG has completed maintenance to stop any loss of "your data" email sales and they will help you with your credit question

Love the suggestions, but you obviously don't do direct support, as no calming drink, regardless of the potency, makes 20 plus phone calls in less than 15 minutes easy to deal with. If I sounded angry it is because the brush off I got when I called HG support was far from what one expects.

I have no complaints about the overall service with HG, been with them a long time. Now since 2006, and with two businesses before that back to 2003. Service is very good for what you pay.

I do intend to ask sales for refund as it is a matter of following the TOS. I expect HG to do so since they expect me to, it's fair. Face it we all have read a massive post someone made because HG shut them down for TOS violations. The TOS is there I follow it, so should HG.

In case you are wondering after a refund, and we pay our clients out for a month of service, we will be $1112.83 in the hole for this month. If someone reached into your pocket and helped themselves to $1100 no amount of calming beverage would make you happy...well perhaps the right type and amount of beverages and you would care less for a short while.

[striddy]

Originally Posted by Techtroll

you obviously don't do direct support

As a matter of fact I do indeed provide direct support to my customers and have since 1995. I understand the good and bad that comes along with it.

Originally Posted by Techtroll

I do intend to ask sales for refund as it is a matter of following the TOS. I expect HG to do so since they expect me to, it's fair.

I'm sure HG will do the right thing and in this matter.

Originally Posted by Techtroll

If someone reached into your pocket and helped themselves to $1100 no amount of calming beverage would make you happy...well perhaps the right type and amount of beverages and you would care less for a short while.

Sounds like the way the tax department works