Mike’s Dump

March 19, 2007

What the hell happened?

Filed under: Home — mikesdump @ 11:00 am

Maybe it is just me, but when a service that I’m paying for goes down for anymore than a few minutes I would like to know why. If it is a short amount of time it’s curiosity but as the length of the outage increases my attitude switches to “What the hell happened”?

I use WebHost4Life to host my blog and today the SQL Server it attaches to went down. Being a developer I know shit happens but if it wasn’t for a couple of friends letting me know it was down I probably wouldn’t have caught it (thanks Mike & Justice). What should have happened is WebHost4Life should have let me know SQL Server was down, what they were doing about it and when they expect it back up. You know, something that a professional organization would do.

After seeing it down half an hour after I was informed I decided to submit a trouble ticket. A few hours later I receive the following response:

Would you please give it a try on your site now? Please let us know if you have any further enquiries or concerns. Thank you.

After seeing the response I didn’t really care if the site was up or not because there was no explanation to why the service I pay for was unavailable. I did check my site and noticed my last post was missing so I sent the trouble ticket back.


Mike 1:59:37- Has the system been restored from a backup because it appears I am missing some data?

Staff 5:34:57- Yes, there was actually a large scale disk corruption last night that was recovered by our technicians. Unfortunately, we had to revert back to the backup from the day before. I apologize for the inconvenience.

As a customer I would expect things to break from time-to-time. Unless outages are happening all the time I wouldn’t question a service provider’s ability on this point. What affects my confidence is how well the service provider responds to outages including their communication.

Working for a company that provides online services it sure made me think on how well (or not so well) we have responded to these types of situations in the past.

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3 Comments »

  1. Welcome to WH4L. I’ve had this happen about 4 times. I’ve never lost data though. I’ve done everything including use the "Email the CEO" feature. Never once have I received an answer as to why.

    Comment by Donald Belcham — March 19, 2007 @ 7:54 pm | Reply

  2. I thought about emailing the CEO but at the end of the day I doubt it will really change anything. They are an enexpensive host… I probably got what I paid for 🙂

    Comment by mike — March 20, 2007 @ 9:14 am | Reply

  3. Webhost4life is fantastic when you don’t have to deal with SQL Server (and I don’t, because DasBlog doesn’t use it). But in pretty much anything that requires a data-driven backend I’m not a large fan of theirs.

    I also can’t get over the whole
    "Fascinating, is the only word I can imagine to define the client support service."
    – Charles Helms (Testimonial)

    on their main page! I mean, is that a joke? It doesn’t sound like a ringing testimonial to me!

    Comment by Justice~! — March 20, 2007 @ 11:59 am | Reply


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