unplanned maintenance on 87.117.201.122 ( Windows Server ) - Page 5 - UK Web Hosting | Dedicated Server Windows and Linux VPS Forum

**eUKhost.com** · #81 (**permalink**) 31-08-2007, 11:25

Our Billing department has been requested to issue credit of 2 months hosting for those who were hosted on this server. You can communicate with our Billing department and get the credit applied on your Billing account.

We will be moving accounts from this server to a new plesk windows server before the end of September 2007 and all accounts will be upgraded to next higher plan as compensation. We will shutdown all hostingcontroller servers before 30Th September 2007.

Notification will be sent to all customers by tomorrow.

**radged** · #82 (**permalink**) 31-08-2007, 12:04

it's likely going to be based on annual webhost subscription... a maths question something like 48 (hours downtime) x 100 divided by 8760 (hours in year) = 0.55 which makes 99.45% uptime (without taking into account other downtime and there has been some) - ie broken guarantee...

**WelshTom** · #83 (**permalink**) 31-08-2007, 12:16

As quoted from the Terms and Conditions which every client agreed to:

Quote:

Although we offer 99.9% up time we can not fully guarantee this, this is due to the updates and up-gradation we carry out which is also a part of our maintenance. The high degree of quality .i,e,. 99.9% up time is based upon our server reports for last year (2006).

**radged** · #84 (**permalink**) 31-08-2007, 12:22

maybe you should amend your front page: "with outstanding 24/7 technical support and 99.95% uptime guarantee on UK based servers"

**WelshTom** · #85 (**permalink**) 31-08-2007, 12:28

Quote:

Originally Posted by radged

maybe you should amend your front page: "with outstanding 24/7 technical support and 99.95% uptime guarantee on UK based servers"

That is not necessary, that statistic is based on 2003 uptime reports, and for nearly every server, will have at least 99.95% uptime garuntee - the recent problem was due to hostingcontroller, which eukhost couldn't prevent.

Anyway, it is clearly stated in the terms of service what that uptime garuntee intails - and if you have any sense, you should read them before buying any hosting packages.

**jc8654** · #86 (**permalink**) 31-08-2007, 13:47

And even though I wasn't effected, the compensation you are getting because of this trouble is really good. Fair enough for some people, it was a major issue but eUK has tried to sort it a.s.a.p. They're also putting measures in place to make sure it doesn't happen again but changing to plesk.

For those who have customers who have been complaining about the hosting, you could offer them a free months hosting or something similar to compensate them and explain measures are being put in place to ensure it doesn't happen again.

Although unfortunate this did happen, I know some hosting companies (I've been with them) who would have taken way longer to sort this and would have just turned round and gone: "Well tough luck. Read the T&Cs". They would have also taken an awful lot longer to get everything back up online as it was a major problem.

**radged** · #87 (**permalink**) 31-08-2007, 13:49

"Although we offer 99.9% up time we can not fully guarantee this"

this statement doesn't guarantee 99.9% uptime, it predicts it as likely which means it isn't a guarantee at all. when you can't account for eventualities (other peoples fault etc) you aren't in a position to falsely claim on your front page that you _do_ guarantee it unless you say something like "99.9% uptime guaranteed or we'll give you some money back"

your front page claim "99.95% uptime guarantee on UK based servers" will probably keep getting more customers but it isn't true.

**Eidolon** · #88 (**permalink**) 31-08-2007, 14:36

Quote:

Originally Posted by jc8654

For those who have customers who have been complaining about the hosting, you could offer them a free months hosting or something similar to compensate them and explain measures are being put in place to ensure it doesn't happen again.

Although unfortunate this did happen, I know some hosting companies (I've been with them) who would have taken way longer to sort this and would have just turned round and gone: "Well tough luck. Read the T&Cs". They would have also taken an awful lot longer to get everything back up online as it was a major problem.

It could have been worse, the following occurred with a previous host I used for a short time...

One of the servers died, according to them neither the main drive and backup drives were recoverable. As a result they told (via their forums) that affected customers had to contact the accounts department to get their accounts reinstated. As far as I can tell those affected lost everything, though I believe they had sent off the drives somewhere in an attempt to recover contents. When asked by customers why they didn't back up their servers to tape drive or similar, they said they weren't able to due to security reasons and cost, though from speaking to someone in theory they could have backed up over network. They stated that it was the customer's reponsibility to make their own backups, pointing to the T&C. I can't recall off-hand whether any refunds (full or partial) were given, though I've a feeling none were.

...though I wasn't on the affected server it was why I ended up changing hosts. Personally I think eUKHost have handled the situation well. Certainly far better than in the example I gave.

**maniac** · #89 (**permalink**) 31-08-2007, 14:54

Is anyone else still having problems with asp cdosys mail scripts? mine won't send emails to and from external email addresses (ones which do not have the same domain as the site).

I had this problem months ago on the server, and they told me that it was a server wide configuration problem, and they fixed it. I guess they need to fix it again.

**flesso** · #90 (**permalink**) 31-08-2007, 15:00

Quote:

Originally Posted by maniac

Is anyone else still having problems with asp cdosys mail scripts? mine won't send emails to and from external email addresses (ones which do not have the same domain as the site).

I had this problem months ago on the server, and they told me that it was a server wide configuration problem, and they fixed it. I guess they need to fix it again.

Please email 'windows [at] eukhost.com' regarding this issue.

**maniac** · #91 (**permalink**) 31-08-2007, 15:05

I have done, but I wanted to know if I am barking up the right tree. Is anybody else having this problem. If it is a server wide problem, then it will be affecting a lot of my website hostings, but I don't want to trawl through all of them for this aswell. *sigh*

**flesso** · #92 (**permalink**) 31-08-2007, 15:14

Quote:

Originally Posted by maniac

I have done, but I wanted to know if I am barking up the right tree. Is anybody else having this problem. If it is a server wide problem, then it will be affecting a lot of my website hostings, but I don't want to trawl through all of them for this aswell. *sigh*

If it's happened before then it is most likely the same problem. May I ask what the ticket id is?

**maniac** · #93 (**permalink**) 31-08-2007, 15:22

Quote:

Originally Posted by flesso

If it's happened before then it is most likely the same problem. May I ask what the ticket id is?

BRS-44603-983

I would find you the original ticket number when the issue was sorted before, but the ticket history at support.eukhost.com only contains a set of empty tickets. This has obviously been wiped too.

**flesso** · #94 (**permalink**) 31-08-2007, 15:31

Quote:

Originally Posted by maniac

BRS-44603-983

I would find you the original ticket number when the issue was sorted before, but the ticket history at support.eukhost.com only contains a set of empty tickets. This has obviously been wiped too.

I have asked for someone to get onto that ticket for you.

**eUKhost.com** · #95 (**permalink**) 31-08-2007, 16:32

Those who have gone through this Trauma will always recall this 2 days downtime as one of the worst phase for theirWebsite Hosting but nothing better could have been done from our end.

Our efforts were plagued by buggy HC control panel and then the buggy RebuildExpress which took more than 20 hours for restore and that to with n number of errors.

Our Team did their best and sorting problems with over 400 accounts within a day would have been impossible for any other company. They fixed permission errors, DB errors, DSN errors, Email and FTP errors within a day. What else to expect from Support Staff

Migration Notification will be sent tomorrow to all customers who are hosted on HostingController.

**maniac** · #96 (**permalink**) 31-08-2007, 17:01

Quote:

Originally Posted by eUKhost.com

Migration Notification will be sent tomorrow to all customers who are hosted on HostingController.

What does this mean? Is there some sort of compulsory migration to plesk? Will this mean more disruption. Sorry if this is in an earlier post - there's quite a few to read in this thread now!

**jc8654** · #97 (**permalink**) 31-08-2007, 17:22

Quote:

Originally Posted by eUKhost.com

We will be moving accounts from this server to a new plesk windows server before the end of September 2007 and all accounts will be upgraded to next higher plan as compensation. We will shutdown all hostingcontroller servers before 30Th September 2007.

Notification will be sent to all customers by tomorrow.

This is the post regarding the migration. It's to prevent further situations like this one.

**flesso** · #98 (**permalink**) 31-08-2007, 17:42

Quote:

Originally Posted by maniac

What does this mean? Is there some sort of compulsory migration to plesk? Will this mean more disruption. Sorry if this is in an earlier post - there's quite a few to read in this thread now!

HC is very buggy these days, and is not up to the job, which is evident from this recent outage. As Mark said, a migration email will be sent tomorrow to all customers who are hosted on HC servers, stating that all HC servers will be discotinued, and any current HC customers will be migrated over to Plesk servers. Plesk is a much more stable system than HC; this migration is for the benefit of all HC customers to ensure that an outage on this scale will not happen again.

**eUKhost.com** · #99 (**permalink**) 31-08-2007, 20:14

Quote:

Originally Posted by maniac

What does this mean? Is there some sort of compulsory migration to plesk? Will this mean more disruption. Sorry if this is in an earlier post - there's quite a few to read in this thread now!

Our Windows System Admins have assured that they will take care of migrating each and every account without any downtime and they are ready to go through one whole painful month as it is going to be tough to move move over 2000 accounts from HC to plesk.

This would be a compulsory migration and those who would like to stay with HC will remain on unmanaged server and we wont be providing any sort of support for those accounts.

We cannot provide support on outdated softwares. Some of our existing members have already got their accounts moved on Plesk themselves before few months. They are lucky to have survived such mishap.

**maniac** · #**100** (**permalink**) 01-09-2007, 08:15

OK, well obviously upgrades and improvements are a good thing, and I appreciate the recongnition of the need to be proactive. Will it be possible for the accounts to be set up and site's migrated without changing DNS until the website hosting is confirmed working by us? Obviously we will have to do last minute database syncs.

I am sure that you are painfully aware of the importance of reducing further disruption to our clients.

Also, many of our clients use the IP address for mail server settings, and FTP host settings. Presumably this will change, so we would need the opportunity to warn them in advance of this.

Will this affect website hostings on 87.117.234.246 aswell?