Server down

[EdHarrison]

It looks like host005 I believe is down at the moment if anyone else is experiencing order download / email issues through Actinic hosting.

[swardell]

It is down, our engineers are working on it now and it should be back up as soon as possible.

Our status page wil carry any updates

http://www.sellerdeck.co.uk/index.ph...service-status

[EdHarrison]

Down again

11 days later and its down again since the early hours.....I can accept that orders and emails are not coming in but the website not being visible for hours does not look good twice in two weeks

[Mike Hughes]

It doesn't sound good but sometimes these things happen and it could be that the two problems have the same root cause and the new replacement server will fix it for good.

You might want to check your contract to see what kind of service level commitment you have and discuss with sellerdeck what's being done to make sure it's met.

Mike

[EdHarrison]

There is some compensation that requires form filling and times of outage - would be a lot nicer if the compensation was automatic rather than burden the customer with proving how long and when the service is out - when the provider certainly knows all this!

[Mike Hughes]

The compensation wouldn't be my focus. I'd be looking to get an answer why they hadn't delivered 99.99% uptime (or whatever the agreement is) and what they were going to change in order to make sure they do deliver in the future.

If they don't have an answer that satisfies you then move.

Mike

PS. A google search for how long it should take to restore a web server from backup suggests that during this time the backup server should be acting as the web server to avoid disruption. You should check if this is the case here or not.

[EdHarrison]

We are now losing significant income - and more importantly to quote from Sellerdeck themselves:

Reliability for Maximum Availability

"If your server is down, you can’t take orders. And worse still, it’s a big turn off to enter a web address or click a link and have nothing happen. You don’t just lose an order, you have probably lost a customer for life."

[DJames]

host005 ongoing problem

SellerDeck Hosting server host005 is still in the process of restoring from a backup . We are working to resolve this problem ASAP. At present we estimate normal service to resume by 16:00.

You can also track updates by following our twitter account #SellerDeckSup or checking our services status page http://www.sellerdeck.co.uk/index.ph...service-status

[pmsupport]

Host005 problem

Hi all,

Sellerdeck Hosting Host005 will be back online shortly when the server backup is fully restored, it is very close to being completed now. We will keep you updated.

Thanks

Paul

[pmsupport]

Host005 problem

Hi All,

The backup of Host005 is being restored to a new server, this process has taken several hours today and is nearly complete. We will post further updates here.

Thanks

Paul

[pmsupport]

Host005 problem

Hi All,

Unfortunately the backup restore of Host005 failed, however we are now in the process of restoring two older backups which we believe are more stable, to two more servers.

So to confirm, we have two older backups restoring to two more brand new servers.

Due to the location of these backups, they should restore much faster than the backup which took most of the day to restore.

At present, we cannot give a times scale as to when the backups will be restored, and when normal service will be resumed, however we are doing all we can to get all the sites on Host005 back up and running as soon as possible.

Alternative option:

We hope to have a working backup restored within hours, however if you would like us to setup your site on a different server, please email your company name and domain name/s to support@sellerdeck.co.uk, and we will handle your request. Please note, you will need access to your DNS control panel and propagation of your domain name typically takes 4 to 48 hours. We have no control over how long it takes for a domain name to propagate as this is the nature of how the Internet works.

We will continue to post updates on our service status page and support twitter here:

https://twitter.com/SellerDeckSup

http://www.sellerdeck.co.uk/index.ph...service-status

Thanks

Paul

[pmsupport]

Host005 problem

Hi All,

We are still working on resolving the problem with Host005, the backup restores are still in progress. We will continue to post updates here.

Thanks

[pmsupport]

Host005 problem

Hi all,

We appreciate the damage this is causing to business right now, and Sunday is typically the busiest shopping day on the Internet.

We are awaiting an up to date assessment of the situation from our data centre, as soon as we have this we will update here.

The option is still open to email us your company name and domain name to support@sellerdeck.co.uk so we can set you up on another server. We can do this relatively quickly, however propagation of the site is not in our control.

Thanks

Paul

[EdHarrison]

Busiest online sales day of the week now - for those with sites, getting beyond ridiculous now to the point where there must be something you can do.

We are no doubt losing customers, this kind of situation will result in the same for you over the long term unless you get it sorted and have systems in place to avoid this, there simply has to be a level of bad management somewhere to allow this to continue. Yes all hardware and software has issues and vulnerabilities but its how you deal with it that matters.

As I posted yesterday, it is obvious confidence is low in a timely fix or you would not be suggesting an option of moving to a new host server which can take up to 48 hrs - the one customer who has taken the chance is now having problems with that "solution".

If we have to move servers, get that in place and advise that before we lose any more time, someone there please take responsibility as we are genuinely losing thousands.

[pmsupport]

Host005 problem

Hi All,

We are opening up the standard SellerDeck support lines at 10am today (Sunday) until the problem is resolved.

We are still assessing the situation with the backups which we have been restoring.

At present, we are continuing to offer the solution to migrate to another server, so either email your company name and email address to support@sellerdeck.co.uk, or call the support line 0845 1294848.

Thanks

Paul