Strandhundarnas webbsajtkrångel

Jo, Strandhundarnas webbsajt har varit ostabil under hela januari 2010. Ibland var det bara lite trögt när en sida skulle laddas. Ofta hände dock ingenting och efter en tid meddelade webbläsaren en sk time-out.

Vi bokade vårt webbhotell hos One.com, som hittills har varit bra - mycket värde för lite pengar.
Så står det på One.coms hemsida:

One.com’s datacenter är placerat hos Interxion, som erbjuder serverrum-faciliteter av världsklass, och garanterar 99,999% uptime. Se www.interxion.com för ytterligare information.

99,999% uptime. Det motsvarar alltså en teoretisk avbrott av maximalt 5 minuter. Per år! Garanterat!

Men så gick det inte för oss. Under januari var det "The connection to the server has timed out". Gång på gång. Timmarlångt.

Gång på gång kontaktade jag deras support (man får skriva, de svarar inte på telefon).
Exempel:

Arjun: Thank you for using One.com 24/7 Interactive Online Support. How may I assist you?
you: Since several hours, the server for strandhundarna.se has been extremely slow. FTP and web response.
Arjun: Hi
Arjun: Please hold on while I check
Arjun: it seems to be working fine here, please check now
you: No, it is still slow
Arjun: It is not slow here, it is possible that it is due to a network issue at your end.
you: No, other sites respond normal, it's only strandhundarna.se
you: And it is also via FTP
Arjun: I have refreshed your webspace now, the performance should be better after 20 minutes time.

Det var den 11 januari. One.com medgav ej att de hade problem. Enligt dem var det JAG som hade problem. Suck.

Sedan insåg de att det är på deras sida som felen ligger. Flera gånger kontakt med supporten igen. Så här var typiskt:

Cedric: Thank you for using One.com 24/7 Interactive Online Support. How may I assist you?
you: Hello, the server with strandhundarna.se is slow, again.
Cedric: This is a known issue due to some technical glitch at the server end and should be fixed at the earliest. In the mean time, I would appreciate your patience in this regard. I am unable to give you the exact time frame in which this issue will be resolved. Our engineers are working round the clock to resolve this isssue. I assure you that this will be resolved as soon as possible.
you: There have been problems before.
you: It has happened several times before. We are really disappointed.
Cedric: We apologize for the issue being experienced

Alltså standardsvar, sedan löftet om att snart är problemen löst osv. Ingetdera! Det blev bara värre och värre. Vid slutet av januari var webbsajten mer "nere" än "uppe".

Och supporten blev alltmer ovillig:

Anders: Thank you for using One.com 24/7 Interactive Online Support. How may I assist you?
you: strandhundarna.se is down since hours
you: noffe.se is up
Anders: We are currently experiencing problems. We have already reported the case to our technicians and they are working on it. We expect it to be up and running again at the soonest, but do not have a specific time frame. We appreciate your patience in this regard and apologize for all inconveniences. I have to close this chat now, since I cannot provide you with the support you deserve. You are most welcome to contact us again in a few hours, when we hope to have the problems solved. Kindly follow this page for futher advice:
Anders: https://www.one.com/en/info/profile
info: Chat session has been terminated by the site operator.

Ursäkta att jag störde.

Pinsam!
Och jag hade just fördelat visitkort med www.strandhundarna.se på. "Välkommen på vår hemsida!" Pinsam, pinsam...

Och så här förklarade One.com saken den 2 februari 2010 på sin hemsida, efter en månads strul:

... One.com has until now only used HP as the supplier of servers, but as of the summer 2009 we entered into an agreement with IBM regarding supply of blade servers. We have recently put a part of the new servers into service.

The server type has unfortunately caused problems for our service. To a large part of our customers this has meant periodical downtime for websites as well as many customers for short periods have not been able to read mail without experiencing clearly notable delays.

The hardware that has caused the problems has been delivered to One.com by one of IBM's subcontractors. Today technicians from IBM are working closely together with our own technicians to solve the issues.

The technically detailed explanation is that an error occurred in the IBM-supplied switch module in which the blade servers are mounted. It is a brand new switch type from Blade Network Technologies. Periodically a heavy network noise is registered from the switch enclosure modules. The noise is disturbing the service, and occasionally spreading the problems to large parts of our network, making the whole network unavailable.

The solution we are about to implement is a total replacement of all the hardware, where we have seen even the slightest instability.

We apologize for any inconvenience and we hope for our customers' understanding as we do everything possible to restore stability on our servers.

Jaha. Man har satsat på ny teknik och PANG! Och när funkar allt igen? Det kan man inte säga. Och jag har tappat förtroendet.

Därför byter vi i skrivande stund leverantör - från One.com till Space2u.com. Det blir en aning dyrare men mycket stabilare.

Space2u har telefonisk support (en som faktiskt svarar när man ringer) och vi blev mycket vänligt och proffsigt bemött.

Så. Och nu går jag ut med Calle.

- Michael -