While working on my box, I accidentally killed eth0, cutting off the loaded shoutcast stream to my box, as well as the popular website that many people rely on

So, I sent a reboot request in, so now the clock is ticking to see how many minutes it takes

(All is not lost, the website is down, but I got all the listeners back up at half the bitrate on my home connection )

Now that's customer service Guspaz. You can advertise your redundancy

Hmm, over 30 minutes since my reboot request, I'll give it a few more and call them...

I never looked, does SM have an SLA for reboots kind of like the answer in 2 rings SLA?

Took them 43 minutes to simply hit the reset button, quite dissapointing

I should have just called them isntead of putting a reboot request ticket.

True but there are web hosts I've been with which takes over a day to hit that reset button.

I guess the SM facility is quite huge and walking from one corner to another up the lift could allow for the time taken to hit the reboot button.

No to be honest you should not have to call to get this done.

I am investigating this.

It got done and all, and everything was fine, and yes, it's my fault I needed it, and I feel really dumb, I just think that 43 minutes is a bit excessive when I had people put out by this.

But, I mean, it's not like there was much monetary damage, at this point, lost ad revenue is only maybe 10.5 cents

I really appreciate you looking into it, though, Jeff

EDIT: BTW, I'm assuming that everybody was just really busy

I made a reboot request about three weeks ago and it was done within 2 minutes.

I think it totally depends on when you make the reboot request (ie time of day, how busy they are).

I requested one at about 6-7pm on monday and i always replace ASAP with URGENT mine was done in 10mins.

Mine was 6:51PM on Tuesday (Yesterday), 43 minutes till reboot.

I just posted a reboot as well: At 7:22, 7:55 now 33 minutes and server is still down. Next time I will post URGENT instead of ASAP

Udate: Called them up they were working on it. I'd also like to say how well they respond and how friendly their techs are . Very good job!

Problem is, sometimes the techs receive a flood a reboot requests so they litteraly have to chart a route in the DC

I have had to ask for reboot twice. Never took more than 5 or 6 minutes.

2 asks for reboot for 2 days. 30 minutes for each.
In both cases server was not accessed at all (first time - even no ping at all).
monitoring setted up and show errors.
escalation procedure is present.

I'm glad that this server is my backup server but what if this happen with my production server when I'll be sleeping?

Why they provide monitoring, escalation procedures but not perform any action when error occur?

p.s. yes, I do have Silver Plan...

p.p.s. just recieved apologizes with "it has been an exceptionally busy night tonight and we are attempting to take care of each of our customers as quickly as possible".

i gues i am lucky.

i needed a reboot today, and I got a repy in under 10 minutes
and was back up in 15!

GO SM