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Resellerzoom: Getting worse each day
| Posted by Otura, 01-16-2009, 11:40 PM |
| Dear friends,
after being a happy Resellerzoom customer for 3 years I'm thinking about quitting.
They have provided me with a top-class service, thought I was paying for a budget plan.
But since the very begining of 2009 things didn't come as expected.
First of all, after some upgrades and rebooting of the server (fannin), the server failed and had to be reinstalled. This means a service outage longer than 30 hours. (You can find uptime information here www . websitepulse . com/publish/s0e0i3o5u . html)
After this, 2 days ago some of my customers tell me they cannot send emails to hotmail accounts. Messages get bounced as spam.
I opened a ticket regarding this issue an it's still unsolved.
I'm sad to find that Resellerzoom is not taking due care of their customers.
I'm affraid it's time to leave...
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| Posted by trustedurl.com, 01-17-2009, 12:58 AM |
| What was the reason of the 30 hour outage? Did they have to replace hardware?
Re. the hotmail thing, that's most likely coincidence, but I can understand your frustration.
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| Posted by coight, 01-17-2009, 01:10 AM |
| 30 hour or 24 hour or 16 hour restores are no longer required if a host has invested in their backup proceedures. If they use R1soft software then they can do a BMR in an hour or two.
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| Posted by WindsOfChange, 01-17-2009, 01:59 AM |
| This seems to be a case of complete hardware replacement.
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| Posted by Softsys Hosting, 01-17-2009, 02:08 AM |
| I agree on the R1Soft CDP backups. We are using it and I believe it is must to have it in place for quick resolution of such incidents.
Regarding Hotmail incident, you cannot entired blame your host as getting the mail server IP whiltelisted in Hotmail is kind of a tedious task which can take some amount of days.
- Rick
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| Posted by Otura, 01-17-2009, 09:14 AM |
| Outage problems began on december the 30th with an apache service problem. From there, chained problems finally resulting in a hardware (hard drive) replacement, and then to a complete hw replacement.
They said you cannot predict a hardware faillure, but I replied that while you cannot predict it, you can be aware of those time lapses when its more probable to occur (as when you have been having problems with a service and then you find a hardware component to be replaced). In this moment, if you are a professional hosting you should plan ahead and expect such kind of troubles, that can be solved in 4 to 6 hours, not 30.
About the hotmail problem, as well, as your are offering a MANAGERD SHARED hosting service, you're responsible about the servers not being blacklisted.
If someone (not a customer) used your systems to spam, that means your security configuration in this system is quite poor, and as it's a managed service you are the only responsible one.
If it was a customer who caused the blacklisting, you are as well responsible as you should have the means to detect and avoid your users sendind unnapropiate emails and adverseliy affecting other ones.
Of course, this is my very certain and personal point of view and is open to any discussion.
Best regards.
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| Posted by bager, 01-17-2009, 12:26 PM |
| You should not leave them immediately because they hosted your sites for 3 years top service.
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| Posted by PowerDot, 01-17-2009, 12:36 PM |
| Resellerzoom: Getting worse each day
I'm affraid it's time to leave...
This saying all.... Why you don't switch?
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| Posted by Otura, 01-17-2009, 05:50 PM |
| You should not leave them immediately because they hosted your sites for 3 years top service.
Obviously bager I take this point into account, but this is not the only reason to leave, but the dealbreaker.
I have a budget plan contract with ResellerZoom, hosted in USA. As an european user I experiment high latency while accesing the services.
Because of this I began to get information about their UK plans. They seem to fit my needs but at a higher price as they don't have budget uk plans.
After the outage I asked them for an offer in order to switch to a UK plan, instead of being credited for the SLA infringement. They said this was no possible and 'explained' me everything I said above about faillure prevention/prediction and so on.
This saying all... Why you don't switch?
I'm already testing other service providers.
The main aim of this posts was getting some additonal independent point of views about the outage issue, the faillure prevention, the contingency planning and the full restore time.
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| Posted by hitmeback, 01-17-2009, 06:05 PM |
| i was considering them previously, but read that their fail over plan sucks.
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| Posted by Sponsi, 01-17-2009, 06:49 PM |
| I heard that Hostnine had some serious problems with a 20-30-hour downtime... is it connected somehow do you think?
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| Posted by Ben_G, 01-17-2009, 08:08 PM |
| I heard that Hostnine had some serious problems with a 20-30-hour downtime... is it connected somehow do you think?
We had a hard drive fail in one server causing downtime but it was restored much faster than 30 hours. We actually had to restore our backups to a new data center in the UK as the original data center failed to mount the drive as slave properly and took hours upon hours to reply to us.
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| Posted by Manageandsupport_com, 01-17-2009, 08:58 PM |
| The restore time will also depend on the size if the actual hard disk, so depending on the hard disk size that might be the reason why it took 30 hours.
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| Posted by Otura, 01-17-2009, 09:18 PM |
| Manageandsupport, as for the support information I got, they need to restore the system from scratch (reinstall OS, compile applications and services, install them and restore backup data..)
i.e, It took about 3 hours to compile and setup cPanel.
As I understand technology, a drive image system would had been a great help.
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| Posted by Otura, 01-19-2009, 09:15 AM |
| Updates regarding the hotmail emails rejection issue: No updates.
I've asked twice for updates (on 16th and today, 19th) and got no answer.
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| Posted by bdwarr6, 01-22-2009, 01:00 AM |
| I agree on the R1Soft CDP backups. We are using it and I believe it is must to have it in place for quick resolution of such incidents.
Regarding Hotmail incident, you cannot entired blame your host as getting the mail server IP whiltelisted in Hotmail is kind of a tedious task which can take some amount of days.
- Rick
I would also agree on R1Soft That is why we are a founding partner of R1soft, all of our brands utilize the full potential of the software, and in regards to your ip problems, I do understand you had some problems but could I encourage you to pm me some more details into it, so I can track down what exactly took so long. We have several people working on just abuse issues and almost all abuse issues are handled in just a few hours.
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