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caker
PostPosted: Thu Mar 31, 2005 3:19 pm 
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Joined: Tue Apr 15, 2003 6:24 pm
Posts: 3090
Website: http://www.linode.com/
Location: Galloway, NJ
Early this morning, ThePlanet suffered a power failure (quote below) which took most of their Dallas datacenter down, along with our hosts 1-8 and hosts 27-43.

Quote:
Location: DLLSTX2
Severity: Level 5
Description:
At 4:09AM CST, a power failure occurred in a redundant pair of Powerware UPS
units feeding power to section B of the DLLSTX2 datacenter. The power failure
was caused by a faulty fuse in UPS unit B-1. As the load transferred to UPS
unit B-2, the spike in the load created an overloaded breaker and UPS B2 also
lost power. This resulted in a power outage to the main power distribution
unit feeding section B of the datacenter floor. Emergency teams were notified
and the power was restored within 20 minutes. The power continued to cycle
until 6:45AM due to the faulty fuse and the inability of the redundant UPS
units to remain in bypass mode. Customers may have noticed several power
cycles during this time period. Powerware, JT Packard, and electricians found
the problem and replaced the faulty hardware and fuses. At 6:45AM, all electrical
service was restored to normal and the NOC team began to bring all servers
back online. The technical staff is currently placing a console on all servers
to verify server restarts. Customers with operating systems that require a file
check may have experienced extended downtime during the file check. Powerware
and JT Packard will continue to monitor the UPS systems for the next 24 to 48
hours. The Planet does not anticipate any further outages.

All hosts and all Linodes have been restarted. If you have trouble reaching your Linode or your Linode has problems networking, I suggest issuing a reboot. If you still have problems, please fill out a support ticket.

I regret that this has happened, and I'll be awaiting ThePlanet's full report on the problem. I'm sure they'll work hard to prevent this type of problem from recurring.

Regards,
-Chris


Last edited by caker on Thu Mar 31, 2005 3:34 pm, edited 3 times in total.

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ronpoz
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PostPosted: Thu Mar 31, 2005 3:21 pm 
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Thanks for your help on this caker. This was out of your control. Have a look on WHT, there are 90+ pages on the TP thread....

http://www.webhostingtalk.com/showthrea ... dc50032490
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Chang
 Post subject: Thanks for the update
PostPosted: Thu Mar 31, 2005 3:41 pm 
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Thanks for the update.
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dulino
 Post subject: Uptime guarantee
PostPosted: Thu Mar 31, 2005 4:04 pm 
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Joined: Wed Jul 21, 2004 10:49 am
Posts: 5
In terms of service, Linode states:

"# Uptime Guarantee: Linode.com provides a 99.9% uptime guarantee on all Linode hardware, and on network connectivity. In any given month, if your Linode is down for more than 0.1%, your account will be refunded a pro-rated amount for the down-time."

I believe my Linode has be down for longer than 0.1%, probably closer to 1-1.5% this month due to the power failure. I am sure others are in a similar boat.

Should we take Linode up on this ? :)
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cds
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PostPosted: Thu Mar 31, 2005 4:26 pm 
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Hi all,

I think the operative word is how can linode let us know that the system is down, and what they are doing too fix the problem.

My linode went down 05:01 local time and came up 13:20 local time

This is a very very long down time.

Regards,
Leon
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sednet
 Post subject: Re: Uptime guarantee
PostPosted: Thu Mar 31, 2005 4:35 pm 
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Website: http://www.unixtastic.com
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dulino wrote:
In terms of service, Linode states:

"# Uptime Guarantee: Linode.com provides a 99.9% uptime guarantee on all Linode hardware, and on network connectivity. In any given month, if your Linode is down for more than 0.1%, your account will be refunded a pro-rated amount for the down-time."

...

Should we take Linode up on this ? :)


I'd totally agree we should take Linode up on this. However a 1% refund isn't an amount any of us are going to miss.

How about pooling all our 1%'s and donating it to the free software foundation?
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tetranz
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PostPosted: Thu Mar 31, 2005 4:38 pm 
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If you were down for 8 hours then that's about 1% of a month. (31 days = 744 hours) so you might be able to claim a 1% refund.

The guarantee is on "all Linode hardware, and on network connectivity". Linode hardware was not at fault. "Network connectivity"?, well ... maybe at a stretch ... its a bit ambiguous if a router doesn't have power to talk to a server that doesn't have power.

Do you really want to hassle Chris for a 20 cent refund on this month's Linode 64 bill?
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CryptWizard
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PostPosted: Thu Mar 31, 2005 4:45 pm 
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LOL. 20 cents.
I would support pooling it and donating to the FSF.
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srw
 Post subject:
PostPosted: Thu Mar 31, 2005 4:46 pm 
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Location: Canada
tetranz wrote:
Do you really want to hassle Chris for a 20 cent refund on this month's Linode 64 bill?


I, for one, would rather that Chris keeps the $0.80 (linode 256) and continues to provide the best hosting service I have experienced in my 9 years of doing this sort of work.

If Chris had done something stupid or negligent, or had been an a-hole about the whole thing, perhaps it would be worth it to make a point. This was completely out of his control, and he has always been very responsive when an issue was within his control.

That said, I hope he gets a refund from TP. He probably deserves some OT pay after this morning.
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srw
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PostPosted: Thu Mar 31, 2005 4:51 pm 
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cds wrote:
I think the operative word is how can linode let us know that the system is down, and what they are doing too fix the problem.


Maybe Chris could redirect the webpage to a temporary page at the other datacenter, and keep us up to date in #linode.

Oh, wait...
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bji
 Post subject:
PostPosted: Thu Mar 31, 2005 5:28 pm 
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Posts: 273
tetranz wrote:
If you were down for 8 hours then that's about 1% of a month. (31 days = 744 hours) so you might be able to claim a 1% refund.

The guarantee is on "all Linode hardware, and on network connectivity". Linode hardware was not at fault. "Network connectivity"?, well ... maybe at a stretch ... its a bit ambiguous if a router doesn't have power to talk to a server that doesn't have power.

Do you really want to hassle Chris for a 20 cent refund on this month's Linode 64 bill?


I disagree that the failure somehow doesn't count towards the uptime guarantee because of your reading of the terms. It is exactly the kind of downtime that the uptime guarantee is for.

By your reasoning, if a Linode server caught fire and all of the Linodes on it were down for 10 days, it wouldn't count because the hardware was not actually designed or built by Linode.com, so it's not "Linode hardware". Also, as long as the network cables stay attached regardless of whether or not there are any network signals being transmitted, there would never be a loss of "network connectivity". Surely this is not the correct interpretation of the uptime guarantee.

That being said, I don't want or expect a refund. Save the money, Chris, and when you've got enough, give us all more memory and/or disk space!
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ronpoz
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PostPosted: Thu Mar 31, 2005 6:05 pm 
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Quote:
I, for one, would rather that Chris keeps the $0.80 (linode 256) and continues to provide the best hosting service I have experienced in my 9 years of doing this sort of work.


Ditto.
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CryptWizard
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PostPosted: Thu Mar 31, 2005 6:22 pm 
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I think I would like to take that opinion now.
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Jay
 Post subject:
PostPosted: Thu Mar 31, 2005 8:37 pm 
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Website: http://oldos.org
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AOL: jaylfaulkner
Location: NC, USA
I think either donation to a nonprofit or Caker keeping it would be fine.

Or how about taking the money to find a better DC? heh.

_________________
Jay Faulkner
http://oldos.org
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dbuckley
 Post subject:
PostPosted: Thu Mar 31, 2005 8:40 pm 
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Yeah, I dont want any money either.

But I would suggest that there is an alternative website on one of the boxes a HE; I went through several of the hosts there which were all pingable, but none returned a webpage.

On a deeper note, I have a linode, and another server in the UK, again in a "proper" data centre, and both have now been deprived of juice in the last year. I fully expect both will fail again, over the next few years...
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