Jan 1 2008
|Quote: Zherog at 21:37:45 Mon Dec 31 2007|
I still have unanswered questions from my thread about the downtime. Sadly, that thread was deleted - so if the answers were provided I didn't get a chance to see them before the action was taken. For reference, here's the post BbBoy made to that thread, which lead to the questions.
The thread was not deleted it was moved to a private forum. Let me start off by saying I don't like your attitude here at all Zherog, that is why I moved that thread last night. It's one thing to ask intelligent questions and fully another to be inciteful and rude which we feel you've been in your posts.
|Quote: BbBoy at 23:56:04 Sat Dec 29 2007|
I'm very sorry for any problems you've had today - my apologies. I'm still looking in to what might have happened, but unfortunately I wasn't around to see it myself. Still, I don't believe there are any long term issues here.
Anyway, regarding the tone of your messages, with all due respect may I suggest that if you feel you're not receiving the level of service you're paying for, you move your board to another service? You've only ever made one small payment to us (well, under your current username), so on the bright side, at least you haven't wasted a huge amount of your hard earned cash. Your board is marked as one which is a particually high user of CPU and memory on the server in proportion to the number of visitors, so it is set to receive the "high load" notices at a lower threshold than other boards. That'd explain why your board perhaps sees it more often than others. You can automatically come off that list by reducing the amount of resources your board uses in proportion to the number of users. If you're a particually high resource abuser, you might perhaps be better off with hosting some board software on your own server, rather than using a shared board host such as this.
Back to today's apparant problem - if anyone has further details that haven't already been given I'd be very happy to receive them. At the moment I'm just seeing green lights.
That post is completely unedited. So, on to the questions, if I may. I'd like to start with questions about the downtimes.
Do we know what caused the downtimes on Dec 24th, Dec 29th, and Dec 30th?
No, we don't see any evidence of any cause preceeding the downtime in the logs.
Will any renumeration be given to customers because of these downtimes?
We feel that the credit we issued last year was adequete to cover the downtime because it was for 1/4 of a year free, that was to cover any future downtime as well and we've been running at 99.9% for all this time, we don't feel anything further is needed.
Is BbBoy aware that the e-mail address that appears when the 500 error comes up is invalid? The address listed is firstname.lastname@example.org. I humbly recommend that the code for the 500 error be altered to include a valid e-mail address so your clients may contact you during downtime.
We'll look into that but I think it's not as simple to fix as you might believe. If possible that will be fixed, but there's a good chance it's something we can't alter since it's from the server software and that might not be something we can edit ourselves.
Now, on to specific questions about the info in the post above, in regards to the "our servers are too busy" errors that have been on the rise. I've been told that BbBoy's previous post provided ample information. So perhaps I'm just a moron, but I don't think it does. So, in order to help me acquire the info I need, I'd like to ask additional questions, if I may.
|Quote: BbBoy, from the post quoted above|
Your board is marked as one which is a particually high user of CPU and memory on the server in proportion to the number of visitors, so it is set to receive the "high load" notices at a lower threshold than other boards.
I would like more information about this, please.
Are you looking at active members, or registered members when you make this determination?
What sorts of activities contribute to the high CPU usage?
We really don't feel like going into specifics about what contributes to server load, it's not our job, to educate the masses about the in's and out's of what makes a server stressed by naming off particulars about the forum software and what contribute to memory use. It's not important because you've all set your boards the way they've been set and it takes memory to use to HOLD those settings and that is about as much detail as we feel needs to be given on this and how the forum software works, anything further would confuse people who aren't programmers.
I was under the impression that we're on the variable plan. That is, the more resources we use (measured in bandwidth), the more we pay. If so, then why are we - in essence - paying a second time by receiving more "server load" messages than other boards?
I don't know how you came up with this logic, but it's wrong, it's just wrong Zherog, please don't try to exagerate the situation, there is a difference between serving requests from board members over time, a high bandwidth board can have plenty of available resources it's only when there are too many users on at a given time that the system will do it's job and issue a high demand alert. It's an alert, not an error though people would like to call them that.
Why weren't your clients - that is, the folks who opt to pay you to host their message boards - made aware of this policy to increase the number of "server load" errors based on usage, even though many already pay because they're on a variable plan?
This policy has been in place since the beginning and there was no need to go into details about the specifics just as I am not getting too detailed, the point remains you're upset, fine, but stop trying to make others upset because of your flawed logic. What we charge a month is reasonable and our service has been outstanding, that is what should matter and what you folks pay for, not the behind the scenes barebones stuff we have to do to keep things running smoothly for everyone.
My community is asking more questions, actually. And I have others. But we'll start here. I wouldn't want my limited ability to process data - which you seem to believe I have - to be overworked.
One more post like this and you will find yourself unable to use these support forums and have to resort to PMs Zherog, we're not playing games here and don't appreciate this garbage in the least, you're not fooling anyone.
I'll be keeping a copy of this post, and any others I make to this thread, both publicly on my board as well as privately on my hard drive. I plan to do the same with replies. So, really, deleting it won't accomplish much. Instead, I'll hope you take this for what it's intended to be -- an invitation for you to explain a few things to your customers regarding the level of service recently.
And That is all there is to be said on this matter, please have a Happy and Safe New Year's everyone, we apologize for the downtime, but like stated above, we feel we've managed pretty well over the years and we think this member is overreacting big time, please don't let a little inconvience color the way you feel about our service.
As always if you need anything please post. We're here to help.