Hi,

Our server went down and it is now more than 36 hours since we requested for an OS relaod. One of the ticket numbers is 1600520PLNT . Since then we have been going around from pillar to post trying to understand when the reload will be done. We are told that it is pending with professional services, with accounts and what not. In the meanwhile, the ticket has been closed form your end a new non- editable one opened.

Telephone calls to tech support just goes around in circles, with us being tols at least once that there is no such ticket! And another guy just rudely hung up.

This is our mail server and this long a down time is not something we can afford.

Is there any way this can be expedited?

regards

Your account says a reload for that server is currently in progress. I'll see what additional information I can find out from support.

It shouldn't be much longer now. I've been informed that OS reloads normally take 24-48 hours.

Your kidding me right?

It used to take 5 hours. Why the sudden big increase?

Wow I don't feel so upset now with the 14 hour Priority restore I had a month or so ago. I see it could have been longer.

Sorry to hear the troubles and hope it gets done quick.

It is very interesting and worrying to hear that an OS reload can take up to 48 hours.

Why can't The Planet invest in technology to do an OS reload automatically, efficiently and quickly?

We have servers with one of the largest budget server providers and an OS reload can be done for free automatically from their control panel and is usually completed in less than an hour. 48 hours is just ridiculous. 48 hours downtime could mean the difference between having a business and having no business at all.

Come on The Planet - wake up, you're not a bargain basement low end dedicated server provider - you should be doing it better and FASTER than the others.

I don't expect to buy a Ferrari, then have a tyre blowout and be told it's gonna take 2 days or longer to fix what should be done immediately. After all, i'm sitting at the roadside waiting for your help with no-where to go. It's exactly the same scenario when a server is down.

Chris

EV1SERVERS before the merge for sample.....

48 hours is more than ridiculous, is a joke

I believe TP has addressed the support issues recently and this seems like another thing that needs to be added to the "To Do List". I agree an OS reload should not be given 48hr to happen. If it is the weekend then you have licensing issues that need to be handled first thing Monday morning but for a weekday it should be <24 hrs. Maybe they say 48 hrs as C.Y.A. type of statement.

On a personal note, I sent in a OS reload on a Saturday night and it took 24 hrs to get done. The reload failed due to a problem in the API. The sexy beast, i.e. Kevin Laude, had to fix the problem from home on Sunday night. If I had done it on a weekday it probably would have taken less time.

In my opinion an OS reload should be done quicker than 24 hours. I wouldn't be happy with 24 hours downtime. If others can do it automatically in under an hour so can The Planet.

Given that at least one of TP's direct and more visible competitors is completing O.S. reloads in under two hours, this is something they really need to look at.

-Bob

The problem is that they can say that with a straight face. For them to think our servers can be down for that amount of time is the problem with the planet right now.

I talked to Casey Wilcox about this issue last night. He said that while OS reloads can take two hours under ideal circumstances, and most of our OS reloads take about 2 hours to complete, frequently problems arise that cause them to take longer. The timeframe of 24-48 sets an expectation for our customers that is a worst case scenario, but I agree with him that it's better to prepare people for the possibility for that long of a timeframe than to promise a timeframe we may or may not be able to deliver on.

Thanks Brooke I think you saw my point. I think it would be cool to have a running average posted Like OS reload 2-3 hours (3.2 Hours Average) Sorry but I still think the 24-48 is exessive. I just hope that if I need one in the future that it comes in closer to the 2 hour side than the 48 side.

Add my vote to that as well.

I think that 2-3 hours should be the timeframe, guaranteed, and 24-48 is too long except for $59/month value servers used for hobby or very low importance tasks where people aren't worried about a business or customers offline.


How many reloads are done per day on average? How many extra people would it take to have a tech available ASAP the moment something goes wrong with a reload. What I'm driving at -- if reloads cost $29 for the 2-48 hour timeframe, how much would they have to cost to deliver guaranteed within 2-3 hours? $50? $100?

My thinking is that I know I can reload a (known) machine here within a couple hours no problem, and I don't make that much per hour, so there must be people available in Texas that could be hired to provide priority service if enough customers want it to be available.