hearlef Posted March 29, 2004 Share Posted March 29, 2004 The following is a true account of what happens at TotalChoice when a server goes down... Problem discovered at 8:35 AM: Server27 is not responding to ping. I'm investigating this issue It was determined to be a main hard drive failure: The main drive is not ... booting. ... we are going to need to replace the main drive on this server. But TotalChoice would not be conquered by a simple hardware failure. They had already been prepared for the situation by using a backup drive. They installed a new primary drive within half an hour of determining the problem. The backup drive appears fine. Installing a new drive now. As soon as they installed the drive, Bill gave us another update. New drive is in. OS is being installed now. Did they wait until the machine was up again to tell us what was happening? No. They kept us up to date every step of the way. Working as fast as humanly possible ... Redhat is installed and cPanel is now installing. They even gave us updates between steps. cPanel is 75% done Instead of putting the machine up right away, they made sure the new system was solid as a rock. Now for all the security patches and updates They kept us posted during this process as well... Waiting for the newest kernel to finish compiling... ... and told us as soon as they were working on the restoration process. Account restores are underway! Again, frequent updates during this period reminded us that our websites were in good hands. We have restored all "a" and "b" accounts and are working through the "c" accounts now. They finished the whole job in less than 12 hours after noticing the problem. All sites have been restored. I'm not on Server 27 (I'm on 29) but I've been watching the "Server 27 issue" thread, and how you have given your customers detailed updates. It is really a picture of TCH's dedication to keeping its customers happy. From start to finish, you kept everyone posted every step of the way. Maybe this is a "business secret" but could you possibly do an article on how you can keep a hosting company running so smoothly, and back up again so quickly when you have problems (even major hardware failures)? I'm not trying to start my own hosting company or anything, but it would be neat to see how you guys do it. and as always... Rock Sign Quote Link to comment Share on other sites More sharing options...
youneverknow Posted March 29, 2004 Share Posted March 29, 2004 This is why I send all my friends to TCH...for $4 per month I challange any Host to that sort of honesty and openness. A lot of the credit goes to the philosoply of TCH of treating a $4 client like a $5000 client....Service is what customers want and you get that here!!! Rock Sign Quote Link to comment Share on other sites More sharing options...
bellringr Posted March 29, 2004 Share Posted March 29, 2004 Should move this to the reviews forum. After dealing with another SOE "upgrade" to EverQuest that probably broke the game for a third of its customers, it's wonderful to come here and see a company whose employees actually have integrity. SOE's response? The usual - it's something wrong with your computer, not our game. Quote Link to comment Share on other sites More sharing options...
TCH-Dick Posted March 29, 2004 Share Posted March 29, 2004 Thanks for the praise!, and Bell...i told you EQ is worse than crack!! I'm glad I broke that habit Quote Link to comment Share on other sites More sharing options...
borfast Posted March 29, 2004 Share Posted March 29, 2004 (edited) Yep, TCH's support level is indeed the best I've ever experienced from all the webhosting companies I've been with! That's why I'm not thinking about leaving even if I find lower priced hosting! Besides, we have a really great family, here and that counts a lot! Oh, and I'm moving this to the reviews forum for better organization Edited March 29, 2004 by TCH-Raul Quote Link to comment Share on other sites More sharing options...
DarqFlare Posted March 29, 2004 Share Posted March 29, 2004 I've never seen this level of support and customer dedication anywhere, in any field. Ever. Quote Link to comment Share on other sites More sharing options...
TCH-Bruce Posted March 29, 2004 Share Posted March 29, 2004 TCH is the best web host I've ever been with and I don't have any intentions of moving my site again anytime soon. Thumbs Up Most of the family members know how Bill runs this company and it's much appreciated. Thanks Bill and crew! Quote Link to comment Share on other sites More sharing options...
ThumpAZ Posted March 29, 2004 Share Posted March 29, 2004 I, too, have to chime in here. Out of all the webhosts I have used in the past, none has come even close to TCH's straightforward and forthright approach to dealing with customers. As was said above, I have seldom seen the level of honesty in ANY realm of customer support... from retail clothing to custom software. The RELATIONSHIPS TCH strives to create are above and beyond the call of duty. Here, customers are not a number, or simply a source of income... they are a member of the Family. As some have encountered, do wrong the Family and you will have to deall with us all! Great work Bill, Mike, Andy and all the others in the Family! Quote Link to comment Share on other sites More sharing options...
Head Guru Posted April 19, 2004 Share Posted April 19, 2004 It was a long night, thats for sure. In the end, our customers are always the most important thing. Quote Link to comment Share on other sites More sharing options...
hindixp Posted April 19, 2004 Share Posted April 19, 2004 Same was the care with the issue on server 30, all my sites were down, but i was able to see whats going on Step by step, and everything came back as it was earlier. I think moving of server 30 to a new one was the longest down time since i've been here as a reseller. Lastly, i could see each of staff going offline every hour or next, But Bill(Our HG) Don't Beat for saying He's Our HEAD GURU and no other hosting company could be so caring, who was continuously online without even a single Short NAP. Would HG mind telling us how many hours he was awake that day? I always get inspired with his hard work and dedication. Regards, Quote Link to comment Share on other sites More sharing options...
section31 Posted April 19, 2004 Share Posted April 19, 2004 Thumbs Up Rock Sign Bill is insanely nice and dedicated to us.....i'll tell you that. Quote Link to comment Share on other sites More sharing options...
boxturt Posted April 19, 2004 Share Posted April 19, 2004 Yes, yes he most certainly is Quote Link to comment Share on other sites More sharing options...
kaseytraeger Posted April 19, 2004 Share Posted April 19, 2004 In the end, our customers are always the most important thing. This is why Bill and TCH are so successful. I can only add my two cents and say that I love it here. Hands down, bar none, TCH provides the best service I've received in *ANY* industry in many years. Quote Link to comment Share on other sites More sharing options...
Head Guru Posted April 19, 2004 Share Posted April 19, 2004 Same was the care with the issue on server 30, all my sites were down, but i was able to see whats going on Step by step, and everything came back as it was earlier. I think moving of server 30 to a new one was the longest down time since i've been here as a reseller. Lastly, i could see each of staff going offline every hour or next, But Bill(Our HG) Don't Beat for saying He's Our HEAD GURU and no other hosting company could be so caring, who was continuously online without even a single Short NAP. Would HG mind telling us how many hours he was awake that day? I always get inspired with his hard work and dedication. Regards, Uptime is measured in Mt. Dew Cans. I just cleaned my desk off and had 21 empty cans I had to throw away. But in all honesty it was a 36 hour day for me. Thanks for all the kind words. Bill Quote Link to comment Share on other sites More sharing options...
Recommended Posts
Join the conversation
You can post now and register later. If you have an account, sign in now to post with your account.