Time For Ticket

Sep 22, 2008

I have mi server in the planet. But I am not very happy with the support you give.
That's why I want to know what is the appropriate time for the response of a ticket?

30 minuts?
1 Hour?
2 hours?
3 hours?
4 hours?
8 hours?
12 hours
1 day?

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Avg Support Ticket Response Time

Dec 2, 2008

What is the average support ticket response time for your managed vps host? I know the time will vary depending on what is to be done. But what I am asking is the time for looking into some system parameters or some minor tweaking or just a general information question.

I am happy with KH since they are pretty fast in answering. Usually, my tickets get responded within 20-30 mins. But, when your tail is on fire, even 30 minutes seems to be eternity .

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How To Put Ticket No Into The Email

Jul 25, 2007

Every time when we email to some host, let's say sales@abchost.com, or support@abchost.com. Then immediately a autoresponder email with assign ticket number come back.

I wonder how they do this? how to add ticket no into the email we receive?

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Ticket System And WHM And Cpanel

Jul 14, 2009

I have VPS having whm/cpanel base, i also install RT ticket system, it install successfully, same way i did on 5 other server its ok, but on VPS due to apache different configuration it gives me.

You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl, FastCGI or SpeedyCGI handler.

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Which Ticket System Does The Hostgator Use?

Feb 6, 2009

is there anybody knows which ticket system does the Hostgator use? Or that is theirs unique system?

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Response To Support Ticket

Aug 10, 2007

Recently my VPS was not accessable when browsing to sites hosted on it. I noticed it and so did members of a forum hosted on the VPS.

I did a traceroute:

11 27 ms 27 ms 27 ms i-9-0.sydp-core01.net.reach.com [202.84.221.89]
12 180 ms 180 ms 180 ms i-3-0.wil-core03.net.reach.com [202.84.140.29]
13 180 ms 180 ms 191 ms i-3-4.wil03.net.reach.com [202.84.251.162]
14 180 ms 181 ms 181 ms assign.net.reach.com [134.159.63.66]
15 854 ms 261 ms * t3-2.mpd01.lax01.atlas.cogentco.com [154.54.3.141]
16 192 ms 192 ms 193 ms t7-1.mpd02.sfo01.atlas.cogentco.com [154.54.6.30]
17 193 ms 192 ms 193 ms t4-1.mpd01.sjc05.atlas.cogentco.com [154.54.6.70]
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.

Those tracert's were timing out just before (one hop) they got to
18 193 ms 193 ms 192 ms Managed_Solutions_Group.demarc.cogentco.com [
19 193 ms 192 ms 196 ms vz07-ca.privatesystems.net [205.209.146.207]

The last one I assume is the node of my host and one hop before it gets to my vps.

So, if I received a response (almost an hour after submitting) from support that "I'm not seeing any issues with your VPS currently. From the trace route you have provided, it would appears that there is an issue along your ISPs connection. Please contact them for further assistance."...

Would you agree it's an ISP issue or network issue at the data center? I believe it's not an ISP issue and that I received an inaccurate and unacceptable response.

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ThePlanet Not Responding To A Ticket For Nearly A Week?

Dec 11, 2008

ThePlanet not responding to a ticket for nearly a week?

I've used theplanet for years, but haven't used their support much. But after getting a new server, I discovered the configuration wasn't as promised (it was missing 5 IPs).

I left a ticket last Friday afternoon (12/4), but no response so I called support on the weekend. Although he promised they'd expedite it, the only result was a slightly sarcastic post to my ticket implying my expecting an acknowledgement within 24 hours was unreasonable.

I called on Monday, and the salesperson promised a manager would respond by Tue. Nothing by Wed, so I called again, and was promised that someone would contact me shortly but still nothing.
So now it's just a day short of a week after filing my ticket, and nothing but a runaround. Has their service gone downhill that much recently, or is it just me?

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BoxVPS No Ticket Reaction After 24 Hours And VPS Down For 2 Days

Sep 23, 2009

BoxVPS seems to be have support problems judging from the threads here about BoxVPS. Furthermore, from my personal experience with BoxVPS in the last few days I can affirm this. My VPS went down about 2 days ago and the ticket with the request to look into it and reboot/start if necessary got no reaction. As BoxVPS has still no VPS control panel after HyperVM fiasco this is a BIG NO NO! ...

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Squirrelmail: Email Arrives With Different Time Than Server Time

Nov 11, 2008

This is a rare issue i have on a RHEL 5.2 + cPanel server.

Server time is:

Tue Nov 11 17:02:51 CST 2008
Squirrelmail time show:
Code:
Last Refresh:
Tue, 5:02 pm

So, that is correct too..

But email arrives with -4 hours time, example:

webmaster@xxx.com 1:03 pm testing email

I already rebooted httpd, exim, and imap server, and the server itself too.. and problem stills.

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DNS :: Connect Time And Host Ping Time?

Jan 6, 2008

I got report from webceo that I have some issues. May someone help me fix this?

DNS Lookup: 0.22 sec
Connect time: 0.33 sec
Host ping: 0.10 sec

That mean too slow with the other sites!

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Server Response Time :: Network Time Out

Sep 25, 2008

I can't get access to a certain site. I always get the page with:

network time out - server at *** takes to long to respons. More people have noticed this and apparently it only happens to people with certain specific providers. And not all the time. Some times they DO get access eventy to they belong to the same ISP. So I guess an ISP isn't blocking access to it otherwise it would be permenantly/The site administrator insists that certain ISP's are blocking his site. He's hosting it on his own server. The domain belongs is registered at namecheap.com.

If an ISP is blocking this site (if that's possible?), that would lead to that 'network timeout' page wouldn't it?

What is the most likely reason for getting a timeout page anyway?

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Daily, Time To Time Cpu Load

Aug 9, 2007

I have a dedicated server specs: AMD 3500+ 64 Bit CPU, 1 GB Ram, 160 GB Sata Drive. For 1 month, CPU load average reaches 40-50 value. This happens about 5-6 times in a day. When I stop httpd service for 30 seconds everything goes normal. I think this is not a DoS attack because it comes systematic, I dont believe no one makes this regularly except bots.

Maybe its a system service or a cronjob but it stops when I turn off httpd service?
How can I be sure about what's making this regularly load?

I also did set up a script which mail me when load average of system goes crazy and restart httpd service. But instant restart is not working to stop load increase.

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Apache :: Server Going Down From Time To Time

Feb 6, 2013

The server is going down from time to time, every 12 days or so the site hosted there is no longer accesible, everything starts with the site slowing don and down and then is not longer reachable, what we do is to request a power cycle, and with this we start all over again till next power cycle, so on so on, of course, here are my server details and more info on this:

- MySQL - 5.1.41-3ubuntu12.10
- Apache - 2.2.14-5ubuntu8.4
- PHP - 5.3.2-1ubuntu4.9
- operating system: Ubuntu Server 10.04 LTS

After some time emailing the support guys to barely check about what's going on, we received an email with a few things:

1.- found a few errors that likely would cause issues with Apache. The first error is:
[Mon Feb 04 05:03:10 2013] [error] mod_fcgid: fcgid process manager died, restarting the server and the next error is:
[Mon Feb 04 14:32:34 2013] [error] server reached MaxClients setting, consider raising the MaxClients setting ...

Both these errors seem to indicate that you have a process that is running out of control on your server. We were unable to determine what script on your site is running caused your connections to be maxed out however it does appear that before these errors were generated there was a WordPress plugin referenced in your access logs...

2.- Additionally during our review we did find that your error log for mercadodedinerousa.com is 45 GB's which is excessively large and can cause problems when Apache is trying to write a such a large file.

3.- The majority of the errors being logged are:
[Wed Feb 06 12:12:31 2013] [error] [client 200.76.90.5] Options FollowSymLinks or SymLinksIfOwnerMatch is off which implies that RewriteRule directive is forbidden: /var/www/vhosts/mercadodedinerousa.com/httpdocs/index.pl, referer: [URL]

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Virpus = Ticket 11 Days Old, Started Working On Issue 6 Days Ago, No Word For 4 Days

Nov 28, 2008

Virpus = Ticket 11 days old, started working on issue 6 days ago, no word for 4 days!

Thats Virpuss customer service and its plain silly.

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Time Out

Oct 25, 2009

I bought a new server ...

It had 2GB RAM, 2.8 GHz processor ,NIC fast Ethernet , 500GB HD.

Window server 2003 standard x64.

4 ip.

The ip ping but I cannot connect to server using remote desktop.

Is this problem related to firewall, or the network it self.

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What If NO Down Time For VPS

Nov 7, 2008

What if NO down time for VPS?

1. CPU (with Mainboard)

2. RAM

3. HDD

4. SMPS

5. others

with ALL things redundant

** currently my sites (on VPS) are down since couple of hours.. and God knows when they will be live again!

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Second Time To Run Rsync?

Jul 8, 2007

one day later, if I run the following command again, the command is same as the one run by the first time.

rsync -avz username@IP:/home/asite/public_html/ /home/asite/public_html/

does it mean rsync will just check and copy the newer folders and files from the last copy?

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Time To Downgrade

May 27, 2009

I have the same server for 3 years...Over that time I've been reducing the number of sites i have..

Is it time to downgrade?

The spec is below.... On a positive side It's been up for almost 500 days so it's reliable.

Would i be better with a high spec reseller account or a smaller managed server rather than spending $220 per month. I spend at the moment.

I'd even consider paying the same i pay now if i could get a faster more upto date server

2 processors: 2.8ghz pentiums

Ram 2gb

2 160 gb hdd's backup drive has used 96gb

Bandwidth used/available this month 50gb/1200gb

host 100 domains busiest is a forum with 500 members

already moved Moved all videos to Amazon S3

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Server Time

Mar 27, 2009

I have big problem, In my HyperVM i've change time to EUROPA/Sarajevo but in WHM still going 24 hours in forward. Please help me to resolve this. This is very important...

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VPS Network Time Out

May 2, 2009

from: domaintools.com

Host IP Address Ping Time
1. 206.71.148.249 Timed Out

2. 206.71.148.249 206.71.148.249 126.20ms

3. 206.71.148.249 206.71.148.249 82.35ms

4. 206.71.148.249 Timed Out

5. 206.71.148.249 206.71.148.249 87.01ms

6. 206.71.148.249 Timed Out

7. 206.71.148.249 Timed Out

use: Enotch Networks

this issue from networks (enotch) or from my ISP?

because enotch staff said my ISP problem!

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CPU Time Usage

Jun 2, 2009

I'm just wondering what exactly "CPU Time" is, I have searched Google and checked Wikipedia but still do not really understand. The main reason this is bugging me is that MySQL on our database server seems to have a very high "CPU Time" usage.

This is the top part of the output from "top", with MySQL shown:

Code:
[mike@mysql1 ~]$ top

top - 20:26:05 up 222 days, 16:14, 1 user, load average: 2.04, 2.90, 2.36
Tasks: 95 total, 1 running, 94 sleeping, 0 stopped, 0 zombie
Cpu(s): 27.1%us, 12.1%sy, 0.0%ni, 60.2%id, 0.3%wa, 0.0%hi, 0.2%si, 0.0%st
Mem: 2074276k total, 1990828k used, 83448k free, 163012k buffers
Swap: 4192956k total, 60k used, 4192896k free, 1410448k cached

PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
26826 mysql 25 0 483m 324m 5504 S 238 16.0 363300:21 mysqld
1 root 15 0 2064 592 508 S 0 0.0 0:01.24 init
2 root RT -5 0 0 0 S 0 0.0 1:13.13 migration/0
3 root 36 19 0 0 0 S 0 0.0 0:00.00 ksoftirqd/0
4 root RT -5 0 0 0 S 0 0.0 0:00.00 watchdog/0
5 root RT -5 0 0 0 S 0 0.0 0:01.17 migration/1
6 root 34 19 0 0 0 S 0 0.0 0:00.00 ksoftirqd/1
7 root RT -5 0 0 0 S 0 0.0 0:00.00 watchdog/1
8 root RT -5 0 0 0 S 0 0.0 5:34.93 migration/2
9 root 34 19 0 0 0 S 0 0.0 0:00.00 ksoftirqd/2

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Reload OS Time

Jun 27, 2008

What is a reasonable expectation for how long a host should take to reload an OS?

Read on for my story if you want details behind my questions...

Due to a logical but unfortunately incorrect mistake on my part, we ordered a dedicated Windows server with a 64-bit OS. We just found out that the 64-bit OS isn't compatible with a software package and we needed to get the 32-bit OS reloaded in a hurry.

I understand that urgency on my part doesn't necessarily mean it's an urgency on their part, but I am also paying additional for the server reload. I submitted a ticket with the hosting company yesterday around 7PM to get it reloaded ASAP. As of 9AM this morning I didn't hear anything from them one way or another so I signed in to my hosting account only to find that they left a reply to my ticket asking to confirm that I really indeed want a reload with the selected reload options. I never received any type of an email notification of the reply. I was a little miffed that I didn't get any e-mail, but oh well so I confirmed that was indeed what I wanted.

At 10:30 I get an e-mail asking me to reconfirm that my server's physical specs and there is a discrepancy on the memory installed as their records were outdated and showed 1/2 what was really installed. I have to contact my account exec to get that straightened out and I finally get notified that the reload has started around 11:30AM.

I was originally told informally 3-4 hours in a support chat. Here it is 12+ hours after the reload supposedly started and I have heard nothing from them. I tried checking at 5:30PM tonight before I left work what the status was, but the lady I spoke with just repeated the message I got at 11:30AM saying things were underway and that she couldn't give me an ETA on when things would be finished.

Am I unreasonable in thinking 24 hours after I submit the ticket with an priority of "ASAP" is too long? I'll cut some slack for the miscommunication on confirming that I indeed want a reload but even then it's been 12+ hours after they said that they have started and the server when down.

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Resolution Time

May 19, 2008

Do you consider resolution time guarantee when choosing a host?

What resolution time guarantee does your host offer?

Is one hour resolution ok?

This is what webhostgiant.com offer as their support resolution time.

[url]

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Disable FTP For Specified Time

Oct 30, 2008

Does is possible to disable ftp capabilities of several websites run by cron at some specified time of the day? then re-enable it automatical at a certain time also?

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First-Time Hosting

May 30, 2008

I want to find a web host and i have a couple of specifics that I'd like. Obviously I want the lowest cost for a relatively reliable service. I am looking to get started in my own web development/design business so I want to use this server as a development environment for myself as well as a deployment environment for potential clients.

I want to have SSH access to my space, the ability to host without buying a domain (at first, ill want to get one later), a good number of MySQL databases.

Some things that would be nice would be the ability to resell space for clients, not absolutely necessary though.

Are there any solutions that anyone here could suggest for me? What are some pitfalls and things I should watch out for? What else could I look to take advantage of?

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Reboot Time

Jul 10, 2008

What's an acceptable time for rebooting a machine?

I send an email to midphase to get my machine rebooted and I wait nearly half an hour. Even put 911.

Pacifirack would have got it done in under 5 minutes

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First Time VPS Owner

Nov 27, 2007

I'm currently renting a VPS, fingers crossed everything is running just fine.
A Question i go for you is,

Im Looking at upgrading the mysql on the VPS, as im looking at installing xcache
xcache.lighttpd.net/wiki/Release-1.2.0
Would you say this is a good idea or not, as i've heard that xcache can reduce server loads ?

If you think it is a good idea could you point me in the direction of how to upgrade my mysql, can this be done via WHM?

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One Time Passwords

Mar 19, 2007

for a one-time password system to help us secure some systems... we've looked at RSA SecurID but the software licenses are way too expensive.

Is there any reasonably priced one-time password system that we can use to secure SSH and access to internal systems? We'd like something with a keychain device that will generate the password.

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AT&T DSL Time Out.. Every Other ISP Works..

Dec 18, 2007

I have 2 business DSL lines at work with (formally SBC) AT&T. We use a linksys (dual-port, but disabled) and a D-Link router on basic DSL modems.

I run a php script that does a few things in the background that takes roughly 15 - 55 minutes to complete. When I click on the button to open the php script, firefox basically gives the hour glass until it finishes.

The problem is.. ANYWHERE besides our office when I click on the php script it works find. It finishes up in like I said.. 15 - 55 minutes. But for some reason (on any computer in the office.. windows and linux) I get a server time-out message after 12 minutes.

I even hooked up 1 windows machine and 1 linux server directly to the DSL modem (both got their on IP Addresses on different Class-C blocks) and it still times out.

I am curious how to even begin to investigate why it times out at 12 minutes. Do you think this is a specific DSL AT&T problem?

I've had 5 friends of mine try the script and every single one of them was able to run it without any problems. Like I said.. works 100% of the time on my home connection. But once I get into work.. 10-12 minutes... "server time out".. but the server is up.. no problems on the connection.

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Time For Support

Aug 20, 2007

I signed up for a VPS yesterday morning. Asking for cpanel which was to be provided free. It is still not installed something about waiting for licences which are coming in tomorrow! Not sure about this.

Anyway I have alsoasked if they would add pspell to the php config and I will take over from there however I am still waiting and nothing has been done on the server.

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