Ticket Number: 404526PLNT
Ticket Type: Technical Support
Status: OPEN
Opened By: Tech Support
Re-Assign To: The Planet (THEPLANET) Andy Alexander (c18370gree) Andy Alexander (anotherandy8)
Summary: OUTAGE: redruth.greenbean.org (67.19.100.218)
Existing Details: This server did not come back from the scheduled ROD work reboot. I am creating this ticket to document the issue.
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(jhodge-09/23/04-03:55):
I have attempted to contact you as per your escalation procedure, however, I was unable to get through. Please advise.
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(c18370gree-09/23/04-09:11):What's the issue? Wasn't the machine put on remote console? How can I take a look at it?
-Andy
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(sstaffel-09/23/04-09:30):
I am looking into this now.
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(c18370gree-09/23/04-09:46):Alright. Sorry if I missed your call. I should be available around 12:30PM your time. I am EST -- Detroit.
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(sstaffel-09/23/04-12:44):
It appears that you tried to install gentoo on your second HDD. In order to fix this it will require an OS reload or admin time which is billed at $75/hour. How would you like to proceed?
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(c18370gree-09/23/04-12:53):Yes. But it has been working fine up until this outage, I want to know what caused it. Can't you just boot the previous kernel or debian off hda? Why should I have to pay 75$/hr for something that was caused by you?
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(c18370gree-09/23/04-13:21):Quoting your email to me:
This message pertains to the hardware connected downstream from cr29-cat2950t-24-1.
The following hardware devices are affected:
redruth.greenbean.org
In an effort to better serve our customers, it is necessary for The Planet Engineers to perform maintenance on your servers. Several weeks ago, The Planet announced the release of our ROD (reboot on demand) Technology. This will allow for remote reboot and remote console access.
This maintenance is a necessary step in offering this service to you. Engineers will need to take your servers offline for a 10-20 minute time frame between the hours of 12:00am and 6:00am CDT on Thursday, the 23rd. We regret the short notice, however, we believe you will benefit from the new service.
To ensure that your server comes back online properly, please make sure that the server passwords are updated within Orbit.
If you have any questions, please let me know.
Thanh Tran
Support Manager
The Planet Internet Services, Inc.
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Why not give me remote console so that I can bring it back up myself? I cannot afford your $75/hr fees, and there is definately no need for an OS reload. I am clued.
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Does anyone have any suggestions on this? Kevin can you help? I know your name isn't Klaude.
/andy