Server stability issues and uptime guarantee...

[webjive]

After a dozen support tickets or so, I think it's time to move this topic to a public forum.

The topic, server stability and what others are experiencing...

My story:
The reason I started this thread is because for the past 3-6 months myself or my customers are getting server unreachable messages (httpd) or email outages. I have the Top reseller account running on the Galaxy server.

The reason I chose HostNine is because of the reseller friendly comments in other forums around the net (e.g. WebHostingForums, etc..).

From all the tickets I have submitted, I get a range of responses as to why the outage occurred. The tickets that stand out most recently are how hostnine is having challenges with accounts monopolizing the server and how they have had to suspend accounts and give people the boot.

I know this is a problem with any hosting company but, the server I'm on has daily outages. Even today I received a call from a customer letting me know the server was unreachable. I stalled her knowing that the server would be back within a minute or so.

This stall tactic is getting old with myself and my customers. This is the exact same reason I left my last hosting company, stability issues. Stability was great the first six months or so but the last 3-6 have been less than stellar.

I have two accounts running on a standard hostnine hosting plan and I have never had a complaint with email or the server being unreachable. The question becomes, if the highly leveraged servers are more stable than the reseller servers, then why keep my accounts on them? That's the question I'm starting to ask myself.

As of late, I have been considering a dedicated box due to my growth. The question I now keep asking myself is, is H9 the right company for this?

I have received nothing but professional and cordial support ticket responses but that's not helping with the stability issues.

Thoughts, observations??

Regards,
Eric Caldwell
Web-JIVE
http://www.web-jive.com

[kobra]

I have received nothing but professional and cordial support ticket responses but that's not helping with the stability issues.

Yes, this has also been an issue for myself and I do know that H9 has taken measures that have upset others on this server and will not judge their actions.

An improvement is necessary and hopefully forthcoming...

[webjive]

I have asked support if moving me to another server would help. I did not get a direct response that question.

[kobra]

Webjive,

I have been offered to be moved. I only question that if a move would be beneficial or just another bag of issues??

Check your PM's here

[webjive]

Good question. I guess the only way to know is to switch. A bigger question is, are other users causing the problems or is it software instability causing it?

[bylamo]

Wow thot it was just me experiencing this issues. It's been this way for a while. And although my site got shut down about a week or so ago, the claimed offending script has since been removed and this didn't improve anything. Like OP mentioned, anytime I ask, I get a stall type response either claiming to be restarting the apache server or something of the sort.
But I'm also thinking of a dedi box, but I just don't have enough clients to justify that right now.

I apologize about this and we are well aware of the loads on Galaxy. We have been monitoring the server very closely and making changes as needed to get the server load down.

[webjive]

Ben, thanks.. I'm on vacation until the 28th. Please keep an close eye for us all. You have some good loyal customers here and we need to get the load down (maybe even move some accounts) to get the server stable.

Take care...

[WEG0508]

This is definitely an issue. Typically my sites experience more stalls and long long page times in a single day than in all of the last year with the previous host.

I switched to HostNine because they charge less per month for the equivalent reseller account and include SiteBuilder at no additional cost while the previous host charged $2.00/month per site.

In addition to the very numerous stalls and long page display times I have also noticed that if you don't notify them they don't even count it as an outage.

Typically after these events I first check the MySQL statistics to see how long MySQL has been running.

For the most part when the system is stable it provides a statistically signifcant lower response time than the previous host (typically .12 seconds or less as compared to .16 seconds average for the previous host unfortunately customers do not notice a difference at these reponse times but when several times per day the page response time jumps to 5, 10, 15, 20, 30, 50 seconds or more... that is noticeable... So I wait and check the stats:

This MySQL server has been running for 0 days, 0 hours, 07 minutes and 48 seconds. It started up on mmm dd, yyyy at hh:mm AM/PM.

[willow]

I have been experiencing this myself over the last week with the server being unreachable for around 5-10 mins two or three times a day. So when this happens i am unable to login to cPanel, unable to get email, unable to login to FTP and obviously unable to view the website. I dont know which server im on im afraid. I have to say though that since i moved from ResellerZoom the support here is excellent as is the general uptime but i would prefer it wasnt happening.