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Limited information on issues

Category: Server Usage

JohnCGroome
Asked:
2014-08-14 3:13 pm EST

Hits: 28
Can you tell me why there is so little information avalaible when server go down? When a server goes down it is a potential problem for the users as well. My view on this is that sharing that problems are occuring or have occurred should be a normal thing. But instead you get a message: The server is down, there is no ETA.... but only if you look for it your self.

I would say that being down for the best part of the day does have an impact on customers and that hey should be informed pro actively.

John

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-1

JeffMa
Staff
11,156 Points
2014-08-14 3:25 pm EST
We are happy to provide as much information as is available at the time regarding any server issues. Sometimes, there simply is not a time frame or much information about the issue available.

We can assure you that any issues are dealt with as quickly as possible in the best possible way. If you have a question about a specific server, let us know. I'll be happy to provide you with further information.

You must login before you can post a comment about this answer.

My own issue is that biz112 has been off-line for of 9 hours now....
This is the status report.... on http://status.inmotionhosting.com

'biz112
Systems administration has identified an issue with biz112 that requires emergency maintenance. We are unable to provide an eta.'

Sorry to say that this is a minimalistic approach to the 'best possible way'.... wouldn't you agree? It is also quite open ended. Providing some more information or even updating it with an eta could help....

John
JohnCGroome
8 Points
2014-08-14 4:00 pm EST
Hello John,

We do understand the severity of the issue and apologize that the information is not as good as you would like it to be. Unfortunately, there are various situations that may not allow the systems team to give a solid ETA on its uptime. Mainly, if they are recovering data from the server, the time can vary. However, your input is valuable as it indicates and reinforces what you (as the customer) would like to see when this type of event occurs. Our apologies again that we can't provide a solid answer as to the server's recovery time. Please be aware that they are focusing on getting everything up and running as soon as possible.

Regards,
Arnel C.
Arn
24,685 Points
Staff
2014-08-14 4:12 pm EST
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