EU Outage?

Somewhat satisfactory - they reset my application pool, which resolved the problem. However the outage was around 18 hours, which is too long, and I haven't really seen a reasonable description of what happened (this app has been running on 3 other servers for 12 months without an outage).

I think my main outstanding concerns would be:
<ul>[*]Is the EU data center well staffed at EU operating times? I didn't get a response from a sysadmin until US working hours started, which was many hours after the support ticket said it had been escalated
[*]Could more proactive monitoring of event logs be done? The sysadmin said they could see the app pool crash in the event log, and resetting the app pool fixed it - perhaps DiscountASP should set up something to notify sysadmins when such an error occurs?
[*]The lack of any updates to the ticket for many hours was disturbing, and meant I couldn't communicate with my customers. A simple 'our sysadmin will be available in 4 hours' would at least let me communicate a minimum ETA to my customers.
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The original timetable for .Net 3.5 SP1 upgrades had the EU server listed for an upgrade overnight. Our server (on eweb701) has now been down for at least 9 hours! No outage is listed in the Outages forum. Are others on this server seeing the same thing? The error we're seeing is 'HTTP Error 503. The service is unavailable.'

I've submitted a ticket, but haven't heard anything back yet.

 

Admins are notified of all kinds of system events. We would not, however, institute notification for a single application pool recycle, because those are not generally related to the system or network, but rather a specific site. Consequently, they happen all the time, due to coding errors, excessive memory use, etc. So it is not feasible to proactively address those issues. We do have an application pool reset tool in Control Panel, so if/when you see a service unavailable error you can recycle the pool yourself.


I don't know why your ticket was escalated or handled in the time frame that it was, but we do typically have staff available to answer 24/7. In fact we have recently increased support staff on the "off hours" for the U.S. to ensure that we have sufficient coverage for customers in any time zone. It doesn't mean that there will never be a delay to a response, because there are a lot of variables involved in each response. And of course there can be periods of time - at any given time during the day - when fewer members of the staff are available to answer. But there is always someone around. Sorry you didn't get a quick response in this case.

 

The 'application pool reset tool' sounds great - many thanks for letting me know that's there.