mrfun
08-11-2004, 12:40 AM
If you run a site where uptime is very important to you, please read the following. I'm just posting as an FYI since I've learned this has happened to others by reading these forums.
HR was quick to respond and the issue is resolved, this is for other admins to read.
I was on a $16.95 monthly plan, I don't see it available now but I think it's similar to the Excutive Plan. (but with 70 GB per month?)
If you've never been suspended, this will give you an idea of how it works.
Yesterday my site stops working and gives a suspended message. My site email accounts stop working.
I call HR support, it is quickly answered.
"Hi, my site was suspended. What happened?"
"You were using too much CPU power. You'll have to upgrade your account."
"Hmm, weird. I've been running for 3 months ok. I'm very aware about issues that would stress the server, basically my only scripts are my forums which use mySQL. The max users at once has been six according to forum stats."
"I dunno"
"You know, actually the site was suspended right around my daily cron job that backs up the mySQL database and emails it to me, about 300 KB. Do you think that could have triggered it? I can disable it."
"Couldn't tell you. But I can tell you we can't enable your site. You'll have to upgrade it."
"Ok I understand. Would it be possible to turn back on email now, or turn the site back on with scripting disabled?"
"No, you'll have to upgrade, if you do they can move you before the end of the day. Besides, this is your second suspension."
"Yes, the first one was after I got hacked through a vulnerability in Ikonboard a while back. It was quickly resolved and Ikonboard was patched and my site was back online in a couple hours. This seems to be something different but I'd like to get back online ASAP. Can I upgrade my hosting plan now on the phone?"
"No, you'll have to email a request."
"Ok"
... 2 hours later..
"Your site is moved. In 24-48 hours it should be accessable again, here is the new IP if you want to try it now."
"Huh??? The DNS changed?? Would it be possible to set up a forward to go to the new site or a mirror at the old address? I have customers who are unable to authenticate their software."
"That won't be possible."
So there you are. A wad of cash in hand and feeling totally helpless, your site is down and there isn't anything you can do. As of this writing www.rtsoft.com is down for me 24+ hours later. (ie, DNS propogation has not reached my ISP). About 35% of my clients are able to reach it at this time.
So while I understand and applaud quick action on a power sucking site (although after checking the site I cannot find any usage pattern changes from the last three months) it's very sad that without warning I'm subjected to 24-48 hours of downtime without recourse.
Well, that's it. I actually have no problem with upgrading my account (I did). It's the 24-48 hours non-negociable downtime that is appalling.
I'll be moving to a dedicated server (from a different hosting solution) because I now see that sometimes when a deal seems too good to be true, it is.
Anyway, if you're in a similar situation I'd consider upgrading/moving now instead of waiting for the dreaded random "suspended" message when you access your site.
HR was quick to respond and the issue is resolved, this is for other admins to read.
I was on a $16.95 monthly plan, I don't see it available now but I think it's similar to the Excutive Plan. (but with 70 GB per month?)
If you've never been suspended, this will give you an idea of how it works.
Yesterday my site stops working and gives a suspended message. My site email accounts stop working.
I call HR support, it is quickly answered.
"Hi, my site was suspended. What happened?"
"You were using too much CPU power. You'll have to upgrade your account."
"Hmm, weird. I've been running for 3 months ok. I'm very aware about issues that would stress the server, basically my only scripts are my forums which use mySQL. The max users at once has been six according to forum stats."
"I dunno"
"You know, actually the site was suspended right around my daily cron job that backs up the mySQL database and emails it to me, about 300 KB. Do you think that could have triggered it? I can disable it."
"Couldn't tell you. But I can tell you we can't enable your site. You'll have to upgrade it."
"Ok I understand. Would it be possible to turn back on email now, or turn the site back on with scripting disabled?"
"No, you'll have to upgrade, if you do they can move you before the end of the day. Besides, this is your second suspension."
"Yes, the first one was after I got hacked through a vulnerability in Ikonboard a while back. It was quickly resolved and Ikonboard was patched and my site was back online in a couple hours. This seems to be something different but I'd like to get back online ASAP. Can I upgrade my hosting plan now on the phone?"
"No, you'll have to email a request."
"Ok"
... 2 hours later..
"Your site is moved. In 24-48 hours it should be accessable again, here is the new IP if you want to try it now."
"Huh??? The DNS changed?? Would it be possible to set up a forward to go to the new site or a mirror at the old address? I have customers who are unable to authenticate their software."
"That won't be possible."
So there you are. A wad of cash in hand and feeling totally helpless, your site is down and there isn't anything you can do. As of this writing www.rtsoft.com is down for me 24+ hours later. (ie, DNS propogation has not reached my ISP). About 35% of my clients are able to reach it at this time.
So while I understand and applaud quick action on a power sucking site (although after checking the site I cannot find any usage pattern changes from the last three months) it's very sad that without warning I'm subjected to 24-48 hours of downtime without recourse.
Well, that's it. I actually have no problem with upgrading my account (I did). It's the 24-48 hours non-negociable downtime that is appalling.
I'll be moving to a dedicated server (from a different hosting solution) because I now see that sometimes when a deal seems too good to be true, it is.
Anyway, if you're in a similar situation I'd consider upgrading/moving now instead of waiting for the dreaded random "suspended" message when you access your site.