racksale is down

[bigm]

All my sites that are hosted with racksale are down and no support availabe on icq. Does anyone know what the problem is and when the sites will be up again?
thanks.

[bigm]

shit
racksale is still down
anyone who uses racksale, are you sites down too?

[mrwebmaster2000]

my 32 sites have also been down for 1hr+ now:confused:

[bigm]

fuck this really sucks.
The support is not on icq and they don't respond to emails.
What the fuck?

[Simon]

cheap hosts.
Dont expect much of a support.
after all they have to make enough to pay support techs.

[bigm]

I can't beleive racksale
now they are down for over 3 hours
what the hell is going on?

[mrwebmaster2000]

they're probably sleeping
it's in the middle of the night in denmark
i thought their network was monitored 24/7
weird

[Nyonic]

My stuff on their servers is down too. Just noticed...thanks for pointing it out.

[izzy]

killer avatar Nyonic :cool:

[bigm]

Now they have been down for over 4 hours
that just sucks

[cybertron]

Its 5 hours now.Went down at about 12am GMT .

My trades are probably all messed up now.:mad:

This server has had too many problems.

1 more problem and im moving,don't care if its cheap.

[Simon]

good tech support doesn't come that cheap.

[justsexxx]

Sorry to hear that guys :(

Andre

[lachiep]

fark thats gotta suck!

o well - maybe u should think about a new host?

*cough my sig*

heh

newayz - hope its up soon fellas

[alex2002]

sig

[mrwebmaster2000]

it's back on after 8 hours
email started working again after 10 hours:(
first time i have such a bad experience with them
i just would like to know what hapenned

[racksale]

Yes, I guess we owe you guys an explanation. First of all – yes, one of our servers were down for around 6 hours and 12 min. I think I need to address a few of the points made here in this thread.

Yes, We do have 24 hour watch on the servers, anyone who have ever written or submitted a trouble ticket to us knows that they get answered quite fast both day and night. We have 3 ppl working with this area only. One (besides me) working out of Denmark, one working out of Indonesia and one working out of USA.

Yes, we failed – one of our servers was down, and didn’t get up as fast as it should. The server in question was down, and the supporter who was supposed to make sure that such things were taken care of immediately didn’t do his job. This is a very serious thing, and I regret to say that that he (Simon) is no longer working with Racksale. I am sure that many of you know Simon from ICQ, mail or trouble tickets – he is a nice guy, and even though it is a bit hard - I had to let him go. I am happy to say that we split in peace, and he understood the situation. I need to make sure that servers are ALWAYS up, that was what I was paying him for, so I saw no other options.

I found out about this issue 6.20 am (DK time), and I had the server up and running within 20 min.

Its been a horrible morning/day – even though only one of our servers (about 15% of our clients) had problems, I have had to deal with a lot of mails, icq’s and apologies for this downtime. If I haven’t talked to you in person, then let me express my apologies for this issue, and assure you that I have done everything in my power to make sure that this will not happen again.

We have just bought 2 more servers at the NTT/Verio facility, and we were going to make special offers here and other places, so this really couldn’t have hit us at a worse time.

I deeply regret this – and I hope that those of you who were touched by this incident can forgive us.

At the same time I would like to introduce you to Alex, our new supporter. Alex has been working as sysadmin for several years, and he has deep knowledge within Linux, Apache and Ensim issues. He is also a skilled php programmer.

If you would like to say hi to him, then he can be reached at:
Mail: Alex@racksale.com
Icq: 94484506
msn: alexkryceks@hotmail.com

Also, if you would like to talk to me directly about this, feel free to contact me at: Ditlev@racksale.com

Thanks for understanding.

Best regards,

Ditlev

[edit: error in alex' emailaddy]

[cybertron]

I forgive you Ditlev!

:)

[Nyonic]

Thanks for letting us know what happened. As always...shit like this can go down, what can ya do. You guys have always been on top of things...I was worried something bad was gonig on. Good to hear things are back on track.

[mrwebmaster2000]

although it was a bit unnerving to see time go by and no websites, I do forgive you:)

[twhiting9275]

Racksale is actually one of the better hosts around, regardless of the downtime and the like last night.

Never have I seen the dedication from an admin that I have from Ditlev, and to be honest that's a good thing.

As far as downtime, I'm as much responsible as ditlev is, as any of the RS admin. Unfortunately, I wasn't notified of the problem untill it was back up and running again

As far as WHY it went down? Well, right now I'm still looking into it. The logs aren't that helpful, and it's definitely not a good thing. Perhaps she went down because someone rebooted the server when it shouldn't have been , perhaps it went down because someone flooded the server, it could have been most anything in the world. None of that matters, what DOES matter is that steps are being taken to prevent this from happening again.

In the future, if you notice this down, please, contact both ditlev and myself through icq, aim, whatever, as well as sending a mail to tom@racksale.com. This will prevent any future lengthy outages.

As ditlev said, we are very sorry that this happened, and steps (huge steps) are being taken to prevent this from happening again.

TJW:
Racksale.com
icq:153158973
aim:twhiting9275
msn:twhiti@hotmail.com
email:tom@racksale.com