Why do you never respond to server monitoring alerts?

[justinm]

Woke up this morning at 07:30 to find I'd been receiving server monitoring alert emails since 03:30 warning 1433::Offline - sql server didn't restart for some reason after an automated restart following windows updates.

Why don't you monitor and respond to these emails as promised? (they're cc'ed to vps@eukhost.com).

I'm starting to lose count (and my patience) of the number of times I've received these emails re: my hyper-v vps and had to sort the problem myself becase no-one at your end bothers to react.

As a result your 99.95% uptime guarantee is becoming a joke.

Can you please explain why you're not reacting to these alerts and what steps, if any, you'll take to rectify. Otherwise I feel I'll have no choice but reluctantly switch to a more pro-active host - I can't afford the risk of such unreliable server monitoring.

Thank you.

[eUK-Gareth]

Hello Justin,

Thanks for contacting Eukhost.com.
We have received monitoring alert Emails for your server. We had checked those alerts and found that the Ms SQL service was running fine and also your server status was normal.

I completely agree with you that all those monitoring alerts are cc to vps@eukhost.com and all those emails are come from our automated monitoring service in large number. So if we respond those emails then you will not get the copy of our reply because those are separately send from monitoring system, So we could not inform you through those Email.

Sometimes those alerts are come if the ports are unreachable by monitoring servers. Most of the time it can be happen due to firewall or network glitch.

We have made those monitoring systems because we understand that your each and every minute is costly .
And also we are in process to upgrade our monitoring service and soon we can directly communicate with the clients for those monitoring alerts.




Regards,
Gareth M.
Senior Technical Associate
VPS support Department.

[eUK-Ken]

Hello Justin,,

Gareth is right, we will get this implemented as soon as possible, And will see to it that it does not cause any problem for you in future. In-fact we have one of our most Senior most admins working on this.

This will surely be taken care of very soon.

Regards,
Ken.

[justinm]

Thanks for the replies, but your technical team didn't respond to the alerts. When I checked the server at 07:30 the site was down because Sql Server was not running (following a sstem restart at 03:30. I started it and all was then fine, but that meant my site was down for abour 4 hours because no-one reacted at your end.

I'm less worried about not receiving an email that your team is aware of a problem and trying to fix it, but it's a major issue that they don't react to these alerts altogether. This has happened about 6 times over the last few months now, it's only due to me either fixing a problem myself or speaking to your helpdesk directly that the alerts get dealt with.

As a one man busniness I'm therefore very worried that my site could be down for hours if server alerts are ignored at your end and I'm away from my desk and unable to notice and deal with the problem myself.

If you're unable to offer a reliable 24/7 monitoring service within the price you charge then I quite understand, but I wish you'd be more open and honest about this so I can then make a judgement on whether I pay more elsewere for a monitoring service that is 100% reliable.

Regads,

Justin

[eUK-Gareth]

Hello Justin ,

Thanks for your reply.
We really apologize for the inconvenience caused due to you.
We always login to the server for which we get monitoring alerts. Our admin had checked the MsSQL service and it was running fine. But most of the time due to network glitch ports can be unreachable. We assure you that you will not face similar issues in future.

Regards,
Gareth M.
Senior Technical Associate
VPS support Department.