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dopow
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PostPosted: Tue Oct 27, 2009 8:50 pm 
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4.5 hours. That one hurt.
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ultramookie
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PostPosted: Tue Oct 27, 2009 8:52 pm 
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anderiv wrote:
Colo customers also pay a *premium* for that level of redundancy/reliability.

I'm not saying that the linode folks don't deserve some ribbing for this, or that customers don't deserve some credit on their accounts. Rather, just trying to provide some perspective on the issue. If you need umpteen nines of reliability, then linode probably isn't the service for you. For the rest of us, it's pretty dang good. I've been a customer since 2004, and since that time, the number of issues like this can be counted on say, 2 fingers. Pretty damn good if you ask me. While any amount of downtime sucks, this afternoon's incident surely isn't going to turn me away from Linode. Once the dust settles, I'm sure that we'll get an explanation from caker, as well as some credit on our accounts is likely as well.


totally agree. i came from a shared hosting environment (dreamhost) that had one nine worth of uptime. since moving here to linode in april, outside of today's 30m of downtime, the rest of the downtime was caused by my own stupidity. i won't be leaving linode anytime soon. that said, it was kind of irksome to suddenly without warning lose my vps.

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nknight
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PostPosted: Tue Oct 27, 2009 8:52 pm 
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anderiv wrote:
Colo customers also pay a *premium* for that level of redundancy/reliability.


This has nothing to do with redundancy or reliability, this is purely a procedural and judgment problem. Linode made a bad choice -- a series of them, actually -- resulting in wholly avoidable downtime and hard resets for many customers.

Saying we should have to pay a premium to avoid a rather horrific error in judgment on the part of Linode is like saying we should pay a premium to get a car that has a steering wheel. It's nonsense.

Any hosting service that holds itself out as being suitable for commercial purposes should not be making these kinds of mistakes, regardless of their level of redundancy or hardware reliability.
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jpw
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PostPosted: Tue Oct 27, 2009 8:52 pm 
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ultramookie wrote:
99.9% uptime, or your lost time is refunded back to your account.


According to that, a 4 hour outage on a Linode 2880 (the most expensive) gets you 88 cents! :)

--John
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rbuecker
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PostPosted: Tue Oct 27, 2009 8:53 pm 
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This outage has affected several of my linodes. While I am not pleased, especially after the Atlanta issue took so long to resolve, it still pales in comparison to what ThePlanet put my customers through with a 2 week outage several years ago.

The big difference their is that even with their lame CEO's emails and speeches, there was customer contact. Even though inside my soul I cried "BS" with every word they said about the incident, at least they appeared to try. What I see here, is chaos and pain.

I'm not sure how the company is built personnel-wise, but I'm sure we'll hear something useful when its all said and done. Customers are what makes any company, and I'm sure upsetting us is likely not on their todo list.

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techman224
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PostPosted: Tue Oct 27, 2009 8:53 pm 
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It seems I'm been unaffected by this problem, so I wonder if it only affects older hosts and linodes (as I got mine a few days ago). Plus my host is always idle.
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nsajeff
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PostPosted: Tue Oct 27, 2009 8:54 pm 
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jpw wrote:
ultramookie wrote:
99.9% uptime, or your lost time is refunded back to your account.


According to that, a 4 hour outage on a Linode 2880 (the most expensive) gets you 88 cents! :)

--John


Exactly! I can hardly wait for my refund on my 720 for the past 4.5 hours. I'm sure my customers won't mind either.
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OverlordQ
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PostPosted: Tue Oct 27, 2009 8:54 pm 
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Orrin wrote:
My linode has been down over 4 hours now with no warning and no information other than a canned response from support referring me to this thread. Not impressed.


A) Unplanned outage, how do they warn against those?
B) Do you want them to fix your box or post here?

nknight wrote:
This has nothing to do with redundancy or reliability, this is purely a procedural and judgment problem. Linode made a bad choice -- a series of them, actually -- resulting in wholly avoidable downtime and hard resets for many customers.


See above.
C) You get what you pay for.
D) Run it yourself if you think you can do better.


Last edited by OverlordQ on Tue Oct 27, 2009 8:58 pm, edited 1 time in total.

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steste
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PostPosted: Tue Oct 27, 2009 8:57 pm 
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So I finally get to test my automated back-up works for real after 4 months. Shit happens.

There's no way I'd be up at 4am performing upgrades, so I wouldn't expect anyone to do the same for me.

Some of us do appreciate you're working your balls off to sort the issue out. We've all been there.

Keep up the good work, Mr Linode!
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greg27
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PostPosted: Tue Oct 27, 2009 8:59 pm 
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I had around 1.5 hours of downtime. Good thing I decided to check in on my IRC server before leaving this morning, it seems a typo in my crontab prevented the ircd from starting up after the reboot. Some sort of email notification would have been great; there are automated notifications for exceeding CPU thresholds, etc., how about an automated notification for a shutdown not initiated by the user?
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GrunkaLunka
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PostPosted: Tue Oct 27, 2009 8:59 pm 
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techman224 wrote:
It seems I'm been unaffected by this problem, so I wonder if it only affects older hosts and linodes (as I got mine a few days ago). Plus my host is always idle.


I don't think so. I am also unaffected (fingers crossed) and I got my Linode in 2006. It's on Dallas 5.
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oliver
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PostPosted: Tue Oct 27, 2009 9:00 pm 
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OverlordQ wrote:
B) Do you want them to fix your box or post here?


Both.

j/k

Actually, I'm not, I totally agree with people in this thread that complain about a lack of communication.
Posting an update takes very little time so I don't think it's too much to ask to keep people in the loop about the scope of the problem and what's being done to fix it.
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fukawi2
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PostPosted: Tue Oct 27, 2009 9:04 pm 
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DharmaTech wrote:
Our linodes were shutdown ungracefully, which of course isn't good for our databases.

This is the biggest issue as far as I'm concerned. No hosting company would consider walking into the Data Center and literally pulling the power cords out of the servers in a rack, and the same care should be taken with physical servers and virtual servers.

So far 2 of my Linodes have been down, and fortunately come back up again (atlanta54 and atlanta57) but my database server (atlanta20) is still down at the moment, and will hopefully not have data issues after having it's power plug yanked out!
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dmuth
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PostPosted: Tue Oct 27, 2009 9:06 pm 
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How hard is it to set up a mailing list of some sort that we can subscribe to to get announcements of upcoming maintenance? A former ISP of mine did just that, and it worked out great. They would email out a description of maintenance that was to be performed, who would be impacted, and a time window.

Not only would it save a lot of customer frustration, but it would make me look good to the other members of the non-profit I host when I warn them of upcoming maintenance. Right now it has the opposite effect, making look to them like *I* dropped the ball. Not cool.

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Guspaz
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PostPosted: Tue Oct 27, 2009 9:08 pm 
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There are people whose linodes are completely down or inoperable, and Linode seems to be rebooting nodes that are perfectly fine, like mine...
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