Uptime issues [resolved]

[VAS]

I've been a loyal HG customer for a couple of years now and have always recommended this company to everyone I know.

Lately the amount of downtime on my reseller accounts has become alarming.

Right now all of my sites have been down for over 30 minutes. Chat support says they're working on the server. I only hope the work that's being done helps decrease the amount of downtime. My sites go down almost every day.

How can a reseller confidently offer 99% uptime when experience shows that's not true?

[GatorLBrower]

Can you provide me your primary domain for the reseller account so that i can look into this ?

[VAS]

I'd rather not post my reseller domain on a public forum. Should I open a support ticket to try to address this issue?

This morning's downtime total was 55 minutes. Last week the sites were down for twenty minutes. It's the increase in frequency and length of downtime that is a big concern.

Other than this, I've been very happy with HG. Hope to get past it and be able to offer reliable hosting to my clients through HG.

[GatorLBrower]

Yes, please create a support ticket with the domain, the time you saw the issues and the timezone the time is in.

[GatorDHanna]

Our goal is to provide 99.9% uptime (that’s about 45 minutes of downtime per month) and that’s what we guarantee through our uptime guarantee. A huge, huge majority of the time, that’s the level of uptime we do provide, but as you’ve seen, sometimes that isn’t the case. We have a very large number of servers, so even if just 1% of them have any sort of problem in a given month, it can affect a lot of people.

There was an issue with http/apache earlier this morning. We restarted Apache a few minutes after we noticed the issue and that resolved the problem. If you notice any issues with your server at any time, please contact us immediately and we can check into it for you.

Retroactively, there isn’t much I can do besides apologize about the problems you’ve experienced and provide you with the one month credit that our uptime guarantee provides for (done). For the future, I can assure you that the downtime you’re experiencing is not typical and that in almost all cases, we do live up to our 99.9% uptime guarantee.

If you have any other questions or concerns, please don’t hesitate to contact us.

[VAS]

Update-
I did submit a support ticket but no clear answer or resolution was made.
But since then, the downtime on my sites has decreased dramatically. There haven't been any long outages, just a few spotty ones lasting a only few minutes.

Bottom line, I'm no longer frustrated!

[GatorDHanna]

Glad to hear that things are better now. Please let us know if you experience any other downtime in the future.