Before you create a ticket for a server down please read this:
In most cases your server will not be down, there can many reasons why this may appear so, and 99.9% of the cases the server is just fine. To make it easier for you and us to located the issue; please be so kind to provide the following information in the ticket:
- Server name you try to connect to.
- A full traceroute to your server. (tracert in windows)
- Mention your own IP address: http://www.whatismyip.com
- Check with http://downforeveryoneorjustme.com/ if your site is also down from another location.
With this information we can troubleshoot your issue faster and more accurate.
Please also understand that some issues are easier to resolve as others, with some issues we know that something is a general issue and that we are working on it, with others a simple reboot resolves the issue at hand, and sometimes we need to send in a technichian to check your induvidual servers status, this last step is often needed if a server has a hardware issue, this always costs more time as most other issues as first the technichian has to find out what exactly is causing your outage, and when he did indentify the issue we have a service level agreement with the datacenter that the servers will be fixed within 4 hours.
While this rarely happens our technichians do have this full 4 hours to resolve the hardware issue with the server. After the hardware is fixed it depends on your server configuration how we can proceed, the time needed to restore services is therefor not calculated in the SLA, i.e. you can't restore files faster as the hardware permits.
