Webair seems to have effectively two different tech departments.
Sometimes they are good, like Sagi knows his stuff, then sometimes
we hear experiences like Splum's. Maybe it has to do with managed
versus unmanaged, maybe big clients versus small clients, maybe
luck of the draw.
We have a couple of colocated (unmanaged) systems with Phatservers.
The last two times there was a problem, when we submitted a ticket
they responded a minute or two later saying "yes, we were already aware
of the problem and working on it. Our monitoring system alerted us."
That's impressive, especially since the Phatservers guys know that I've
been running servers for as long as some of them have, and these
are servers I built, so it would be entirely reasonable for them to expect
me to take care of my own monitoring and such.
Quote:
Originally Posted by Splum
Now I get an email that basically yells at me for rebooting my server when its unresponsive instead of putting in a ticket(wtf do they expect my sites to be down while I put in a ticket for them to figure out 'oh apache is down maybe we should restart that service'?).
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I would yell at you too. The thing is, it's not a case of "oh apache is down maybe we
should restart that service". Rather it's a case of "Apache isn't responding within a
reasonable time, let's find out WHY so we can fix the actual problem." By restarting
it you made it a hundred times harder to find the problem as you're now asking them
to figure out what the problem WAS rather than what the problem IS. You should have
called them. Imagine a friend asks you to help with their web site. They email you
saying "the page didn't look right, so I deleted it - what was wrong with it?". It's
somewhat similar - you need to SEE the problem in order to diagnose it and fix it.
(Though
sometimes a diagnosis can be made from log files.)