Server has been down and inaccessible since network problems. Ive no idea how long since I was at work, but im guessing over 6 hours

Heres my trouble ticket trail. Notice that they appear to have been responded by a robot, and not someone who has actually read what Im saying.
I realise you guys must have a heapload of sh*t to deal with right now, but why close my ticket. I want it to be left open until its resolved, not just reboot the machien and close it (I could do that myself!)

Ive been very impressed with EV1 support in the past, despite the bad stories. Please dont let me be added to the critics list

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1/17/2006 1:12:10 PM -------------------------------
My server is responding erratically. httpd is not responding at all. Unable to connect via sshd. Can connect via console but unable to login because it times out.

Have rebooted server, but problem remains.

Sorry if the outage is still affecting servers, I read on the forums that your network was apparently stable again.

Please advise

Thanks

1/17/2006 1:19:42 PM -------------------------------
Dear Customer,

We have received your reboot request and are now adding it to the queue of reboots to be performed etc etc

1/17/2006 2:07:52 PM -------------------------------

Problem remains
no sshd connectivity
console responds but does not login due to timeout

1/17/2006 2:28:27 PM -------------------------------

Dear Customer,

We have received your reboot request and are now adding it to the queue of reboots to be performed

As you can see from the most recent post to your ticket:

Your server is online responding to sshd and ping. After a while ping seems to not connect. Ticket will be send to the investigation center.



At this point the server is being investigated to determine what the cause of this issue is.

Thankyou Aaron

I am very glad that I could help.

I think this proves a point though... one which we experienced today also...

Sometimes EV1 staff are too keen to use the pre-defined replies in the system.

After several replies about the server being down and rebooting and such, why would someone say

"We have received your reboot request and are now adding it to the queue of reboots to be performed"

It wasnt a reboot request in the first place... the server was back and being investigated, and then that was said... Also why should it be put to the back of the "queue" for reboots when this server has been down hours and is being investigated.

Bad use of pre-defined replies which just cause confusion and anger for your customers.

We had EXACTLY the same issues today, for several hours.

END OF RANT.

I've noticed this a few times as well and we are looking into it and educating some of the technicians involved, obviously the second response should have entailed a lot more detail than was there. Thank you for bringing this to our attention. You are welcome to contact me directly anytime you like as well.

As acknowledged in our email correspondence earlier today, Patrick and his team have been made aware of this problem and are making the necessary changes to ensure that this type of problem will not continue in the future.

Thanks for the feedback we truly appreciate it.