Cloud VPS failure

[Fearz-EG]

Hi John,

Thank you for your response & explanation.

I am somehow satisfied with your announcement, However, I am still suffering problems as I finally concluded it was/is in relation to the cluster failure aftermath..

After this failure my VPS IS slow in response, I never had any slowness issues prior to this problem, to clearly describe my issue, it is as if my VPS CPU has been downgraded from a Xeon to a Pentium 4 CPU <- this is how i could describe my problem now, what is it related o? still a bad cluster/file system? corrupted hard drive? too much traffic on your main node? the server is not able to allow more power? I do not know, and I have a harder time explaining this to your guys...

I am really having issues with your technical support, it was never like that, I am having a hard time explaining over & over and to have my problems fixed, it's like your guys do not want to support by just go throw their fingers on me as if i'm a trouble-maker or something.

I seek stability in whatever price or cost, that is why I chose euKhost.

The other issue I am facing is the main reason why I upgraded to a Cloud VPS, it was due to that my old VPS was affected by other VPS(s) load on main node which usually results in having my VPS to crash every now and then, Since the cluster failure I am getting daily alerts by CSF of high load average NOT due to my VPS (Been monitoring it each time), so there must be something that is still going on John, your guys need to check these issues.

Finally, I just need to clarify that I wanted to restore my VPS at an earlier time suspecting the cause of this slowness was due to an update of Plesk, 1. I was told there was no backup as it was corrupted 2. I was told to buy a backup plan because even if there was a backup, it is a courtesy of eukhost and their own official needs. <- What is that? I've been trying to explain several times, opened a ticket with you & swsoft, and no one could support, I know you guys take weekly backup of full VPS, and when I ask for it due to a crisis, you tell me you don't have it?

To conclude, I still have a problem with my VPS, I am very upset with the support I am getting and I have to say it was NOT like that.

[Fearz-EG]

I have been experiencing very high load on my server. Traffic wise there hasnt been a sizeable increase, but my server quickly jumps from almost idling (normal state) to being inaccessible. I have had to contact support a few times over the last two days to have it rebooted because i cannot even access it via command line when it goes into the high load state.

I have only started to experience this following the downtime that has been mentioned multiple times in this thread.

Despite numerous attempts via email or live chat, I have not been able to find out what the issue is and have resorted to ordering an increase CPU speed, which i dont believe is required, but I am willing to try anything to appease my customers who are suffering badly due to the slow server.

I have been told that two or three php files are to blame for the high load, but these have not changed in months and i am not experiencing excessive traffic.

This is one of main issues now...same problem

[John]

Hi John,

Thank you for your response & explanation.

I am somehow satisfied with your announcement, However, I am still suffering problems as I finally concluded it was/is in relation to the cluster failure aftermath..

After this failure my VPS IS slow in response, I never had any slowness issues prior to this problem, to clearly describe my issue, it is as if my VPS CPU has been downgraded from a Xeon to a Pentium 4 CPU <- this is how i could describe my problem now, what is it related o? still a bad cluster/file system? corrupted hard drive? too much traffic on your main node? the server is not able to allow more power? I do not know, and I have a harder time explaining this to your guys...

I am really having issues with your technical support, it was never like that, I am having a hard time explaining over & over and to have my problems fixed, it's like your guys do not want to support by just go throw their fingers on me as if i'm a trouble-maker or something.

I seek stability in whatever price or cost, that is why I chose euKhost.

The other issue I am facing is the main reason why I upgraded to a Cloud VPS, it was due to that my old VPS was affected by other VPS(s) load on main node which usually results in having my VPS to crash every now and then, Since the cluster failure I am getting daily alerts by CSF of high load average NOT due to my VPS (Been monitoring it each time), so there must be something that is still going on John, your guys need to check these issues.

Finally, I just need to clarify that I wanted to restore my VPS at an earlier time suspecting the cause of this slowness was due to an update of Plesk, 1. I was told there was no backup as it was corrupted 2. I was told to buy a backup plan because even if there was a backup, it is a courtesy of eukhost and their own official needs. <- What is that? I've been trying to explain several times, opened a ticket with you & swsoft, and no one could support, I know you guys take weekly backup of full VPS, and when I ask for it due to a crisis, you tell me you don't have it?

To conclude, I still have a problem with my VPS, I am very upset with the support I am getting and I have to say it was NOT like that.

Hi,

Please PM me your IP and I'll take a look.

In regards to the backup, we take images of your VM each week, but they are for our backup purposes only. We can restore on request, but we often see these actually failing. They aren't a guarantee basically, which is why we like customers to have a remote backup plan with us.

We will be increasing the backup duration to twice a week soon, but even then, there is no guarantee that image restore will work, which is why we don't advertise the feature on our site.

[ejsolutions]

I should add that I do still see a performance degradation, even after a cluster move some days ago. It's mostly pronounced during overnight backups, where load peaked to over 11 last night and unsurprisingly threw up a CSF load error. Overall the system is fine but it is obvious that all is 'not quite right'. It's close but not as before, whereby any real increase in activity appears to load the VM appreciably.
I've been letting the dust settle, so to speak, before considering it an ongoing issue.
EJ

[John]

I should add that I do still see a performance degradation, even after a cluster move some days ago. It's mostly pronounced during overnight backups, where load peaked to over 11 last night and unsurprisingly threw up a CSF load error. Overall the system is fine but it is obvious that all is 'not quite right'. It's close but not as before, whereby any real increase in activity appears to load the VM appreciably.
I've been letting the dust settle, so to speak, before considering it an ongoing issue.
EJ

Hello,

Things will return to normal soon enough. We have had quite a big shuffle around behind the scenes to make sure everyone stays online. It is not yet how we want it.

[Fearz-EG]

John,

Would you kindly check #SAH-499-42169 - I am really worried about this.

[Rossi]

John,

Would you kindly check #SAH-499-42169 - I am really worried about this.

Kristian P has replied to your ticket. Please provide him with the required information which he has asked in his reply, so that we can investigate further on your issue.

[CraigA]

John,

I appreciate the detailed response that you quoted, and will eventually receive by email.

Although the compensation is welcome, the main thing for me is that this has highlighted room for improvement and that you are acting on it to hopefully ensure that future incidents are resolved quicker.

[Fearz-EG]

I must add my sincere appreciation to John's efforts for fixing everything back to normal.

Thank you John