Slow customer service -- ticket open for 7+ days
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[7030] Host is not responding, linode not rebooting
Status NEW
Opened On 14-Sep-04
Last Updated On 21-Sep-04
Closed On:
Description It appears that the host is not responding – my linode is not rebooting (shutdown job is still in the queue for the last 5 minutes) and the host is not responding when trying to connect for remote console access.
Update by dulino 14-Sep-04 It looks like it is back up and everything went through fine, but it kinda makes me questions ur reliability claims.
Update by dulino 17-Sep-04 I see… no response at all…
Update by dulino 21-Sep-04 dudes, is this ticket going to be open forever ?
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has resolved itself, I am concerned that linode techs have not closed it. What if there was a real serious issue with the system, how long does it usually take them to respond ?
6 Replies
hence why we have these forums. customers support themselves
The linode was probably slow becuase you hit the io_limiter, which is your own fault and can be checked on via lish.
The hosts are very reliable and have only been down for schedule reboots or when there has been a power failure at the DC.
The most recent problems with the hosts was hard drive failures on one or two but the other drive in the array took over and the machines went down un scheduled maintenance to fix.
Linode offer a 99.99% uptime guarantee which has not been broken as this does not extend to your linode only the network and the hardware, since the host was not down there were no hardware issues.
I am guessing the reason why the job was 'stuck' is the queue was probably as it was trying to shut it down nicely but if it was the io_limiter that was slowing down your linode this would have taken time and you probably ended up getting an emergency sync happening to shutdown your linode. Once again this can be monitored via lish.
If the tickets are urgent then they are dealt with, you problem was fixed within 5 minutes and thus no need to do anything the only thing that has not been done is the ticket been closed.
And also is this the right forum for this, I think not….
Adam
caker
Linode Staff
With regard to your ticket, at the moment I received your ticket I took care of the problem. Shortly after that, you replied saying the problem was resolved. Since the problem was resolved the only thing I didn't do was close this ticket, which I've now done. I apologize for the delay in closing your ticket.
-Chris
However, I never read anywhere in the TOS that there is a Service Level Agreement in regards to updating tickets in a timely manner. But I make up for this lack of service by getting on IRC and bugging Chris.