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Joyent: 54+ hours of downtime

news.ycombinator.com

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Re: Joyent: 54+ hours of downtime

#121

Post by payingcust »

jasonhoffman wrote: post #18

I get the frustration. I really do and I apologize for any bump like this. I'm the founder of those old textdrive "share hosting" servers (they really have nothing to do with Joyent's current product line). These servers are ~6 years old and they're largely populated by "lifetime" customers who have tricked out various bits of their accounts enough that an automated migration has been basically impossible. We've been…

I am not a lifetime customer, I pay $15/month. I have never received a migration offer and I don't have a "tricked out" account. I only really care about my email and I don't have any now for four days. Fool that I am my registrar has the email of record being the one hosted by joyent so I cant even move until you get my email up and running. I don't think you can even begin to feel my frustration. Despite the new status last night, saying everything is back up for most people, I am not. The Timeliness of support responses is also a joke, my companies email has been down for four days and you appear to be working 9 to 5 on the issue.

Re: Joyent: 54+ hours of downtime

#122

Post by jonto »

iskander wrote: post #45
jasonhoffman wrote: post #30

Earlier quoted context omitted.

Also incorrect. "About 4 years ago" we always did >99.99% uptimes even on the old textdrive stuff. I'd be happy to show all the old stats and graphs, we still have them.

Jason, you're experiencing a PR hiccup; it's not a big deal but it's also not clear that responding to every message in this thread is going to help you. Instead, why not (1) make things right for the OP and everyone else on Howe and (2) put a response on the blog? You Joyent folks will never get a subset of your customers to migrate off textdrive hardware (so it's no use to keep yelling "just migrate!"). However, if…

If it were me? I likely would have EOL'ed those FreeBSD boxes a long time ago. Customers, even the life timers, should not have been given a choice. Why?

Textdrive promised lifetime hosting. Where does it say they promised hosting on the same box for that entire lifetime? TxD/Joyent has been gracious to provide hosting on their new platform.

One could argue that the 'lifetime' was referring to the actual box, and if the downtime is increasing, the lifetime of the server is ending.

I say pull the plug and force the migration. Granted, it could be a small PR hit.

Re: Joyent: 54+ hours of downtime

#123

Post by payingcust »

jasonhoffman wrote: post #35
tastybites wrote: post #23

Earlier quoted context omitted.

The way to make the pain stop No, the way to make the pain stop (and when I say pain, I mean hours and hours of downtime) is to work with a real managed hosting vendor that cares about your servers and your business, and to move your mission critical software off of commodity shared servers where it will get lost in a sea of customers, none of whom have an account executive, a sales representative, or assigned engine…

This has absolutely nothing to do with "Joyent Cloud". Nothing. The IaaS product has had 99.999-100% uptime this year. This is a 6 year old sharing hosting product that's currently free.

No it's not free, I pay $15/month, at least you have posted stuff unlike your support team who haven't responded to me for 48 hours now. Did I mention that this is the SIXTH day my domain and email that I PAY for is still down with no one telling me when it will come up. Don't tell me it's free just tell me when it's going to be fixed.

Re: Joyent: 54+ hours of downtime

#124

Post by payingcust »

jasonhoffman wrote: post #31
asuth wrote: post #4

We're Joyent customers as well, and their support has always been great, so this is definitely surprising. You should get on the phone with them (they provide an emergency number). What kinds of machines are you running? Is it just one, or many? It shouldn't be necessary, but message me if you're still not getting through and I can ping some contacts.

Thank you, we actually take our support very seriously and we're pretty accessible. He's talking about a different product than what you have.

No you don't, I asked via a support ticket two days ago for an estimate, I can't even get a response from the support team. S I am frustrated enough to post here

Re: Joyent: 54+ hours of downtime

#125

Post by payingcust »

jasonhoffman wrote: post #26
frankwiles wrote: post #16

I have one single client who refuses to move off Joyent. My experience with them has been less than stellar. Frequent problems with no explanations, ask a support question like "How does one do X on your system?" and often get "oh you want to do Y I see, here is a link to the support forum for that." and the link isn't at all related to X or even the Y. They aren't horrible, but I would never use or recommend them to…

If you're on an old textdrive server, then you need to move, like we've been saying.

Completely incorrect statement, I never received an email to migrate.

Re: Joyent: 54+ hours of downtime

#126

Post by payingcust »

jasonhoffman wrote: post #41
[deleted] wrote: post #37

Earlier quoted context omitted.

[deleted]

Just can't win. I am reading all the comments, and I'm not spamming the thread. I'm having a conversation on a site that I frequent everyday. This is called being responsive.

Try answering your support tickets instead of this forum, might make me less disgruntled.

Re: Joyent: 54+ hours of downtime

#127

Post by payingcust »

jasonhoffman wrote: post #30
netik wrote: post #13

joyent had this sort of failure regularly about 4 years ago and continues to do so. Avoid.

Also incorrect. "About 4 years ago" we always did >99.99% uptimes even on the old textdrive stuff. I'd be happy to show all the old stats and graphs, we still have them.

Nice you have a backup and recovery in place for your stats, shame you couldn't have one in place for your server

Re: Joyent: 54+ hours of downtime

#128

Post by payingcust »

jasonhoffman wrote: post #43
sayrer wrote: post #40

Earlier quoted context omitted.

oh dude, I have one of those lifetime accounts. Last summer, I looked into how to migrate, but I got lost in outdated pages. Can you drop some links in this thread? Maybe you can shut down jervis.textdrive.com if I migrate my account :)

Yes, you can contact support at help.joyent.com and they'll move your old textdrive account from jervis.

It will take them at six days to do it and you won't have any domain or email in that time, but sure trust yourself to a joyent experience

Re: Joyent: 54+ hours of downtime

#129

Post by payingcust »

jasonhoffman wrote: post #36
enduser wrote: post #29

Earlier quoted context omitted.

Offering a transition from FreeBSD to Solaris that requires the effort of the customer is not free. Asking a customer who knows FreeBSD to take on administration of a Solaris virtual server for your convenience is not reasonable. You are offering an unacceptable level of service to customers who have supported and recommended you from your early days. You were paid in advance for a lifetime of service. I took you on…

To even call this "Joyent" is misleading. The packing system is the same, it's BSD userland. The paths are the same. Everything is the same. The kernel shouldn't matter. And if you had told support that you wanted us to just migrate you because nothing was out of the ordinary, what would they have done? They would have migrated you .... And this has been quite a good deal for you. The logic of moving from something t…

Joyent are the ones that have been processing my credit card every month for the last few years. What a fantastic deal this is, I get to pay $15/month and you get to laugh and comment on forums as thou this is a minor hiccup. I've built data centers faster than youve restored a server. sIX days and counting and you write as though I have been freeloading. Wonder if the English word "wanker" is known to you.

Re: Joyent: 54+ hours of downtime

#130

Post by craighyde »

tastybites wrote: post #87
jasonhoffman wrote: post #35

Earlier quoted context omitted.

This has absolutely nothing to do with "Joyent Cloud". Nothing. The IaaS product has had 99.999-100% uptime this year. This is a 6 year old sharing hosting product that's currently free.

Not sure that really matters. They offer a service, it was down, there was a shitty response. This is an indictment of the response to the downtime, not the fact that downtime occurred. Downtime occurs in every computer system.

Agreed downtime occurs in every system. Also, the most important function of a datacenter is to keep your application/service up and working properly. Use a third party service to be the first to know when it's down. (disclaimer: I am a founder of Rigor.com, and we provide this type of service.)
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