Server Load UK

[Picman]

Hi,

I am very disappointed with the server load issues that I continue to experience with RUK1.
Every time the server load exceeds 5 it causes issues with cPanel access and e-mail collection. I have had a few customers complaining to me and so far I have been able to fob them off with some excuse.

I hear promissing noises from a support ticket that has been open longer than I care to mention and just as I think things are going to improve... it happens again.

I am not suitably educated to run my own server or VPS so don't understand these things. What I would ask is why is it that with previous suppliers I never had these issues and despite a long running ticket I am still getting them now?

Any information gratefully received.

[Kenneth H]

Hello Picman. I understand your frustration with this situation, and we always strive to make sure our clients expectations are met. Although we have had your ticket open for quite some time now, it does not appear as though the issue was very easy to catch. It took a lot of digging around today; I have been working almost my entire shift on trying to identify the issues on this server. The much higher loads (exceeding 17-30) were being caused by a transfer that was taking place; we generally ensure that we set up the transfer to make sure the load doesn't exceed a much higher than normal load. I'm not sure why this wasn't done this time.

After investigating throughout my entire shift, I was able to find a potential cause for all of the issues this server has been experiencing. I have taken the necessary actions and feel confident that we are moving in the right direction with this server. Currently, the server is looking very good:

root@ruk1 [/var/lib/mysql]# w
18:41:26 up 334 days, 23:42, 3 users, load average: 2.88, 2.67, 4.12

We will keep updating you via your monitor ticket that you have open. If you have any questions or further concerns please do not hesitate to contact us.

[Picman]

Quote:
"I have taken the necessary actions and feel confident that we are moving in the right direction with this server."
END QUOTE.

I get a message from a client this morning yet again that they cannot access their mail, I check the server load and guess what '7.88' a few moments later I check again '9.83'.

I responded to the load ticket but I am not sure how long it will be before that is checked.

[Kelly]

Hi, I see techs in the server now, but I will watch this server throughout the day as well. I do apologize. :-(

[Picman]

Despite warnings that this issue was rearing its ugly head once more I now find myself in the position where I cannot get e-mails, access to sites is dreadfully slow (particularly Joomla galleries etc.).
The last server load reading I had was over 12. HD always tell me that loads up to 5 are acceptable yet I notice a big difference when they go over 3.

I have been posting random server load reports on ticket 'ENZ-845822' but have not been updated for some while.

A new server (RUK2) was supposed to sort this out!

My business is not big enough to warrant a dedicated box and I have been told that a VPS would offer less resourses. I do not care about the amount of disc space given it is far more important that a fast and reliable service is given.

I have seen from another supplier a 'semi-dedicated' offering that gives greater resourses than a HD VPS. maybe HD should think about a solution to this issue or setting up something similar.

I am loathed to leave HD as I have always had a good response to tickets etc. But, the most important thing is that my client's are happy with the service provided.
With this server load issue which has caused problems since Xmas and before I can no longer say the service is reliable.

[Kenneth H]

Hello Picman. First off, I wanted to apologize for the issues that you have experienced and for the mishandling of your ticket. The ticket was moved to the improper department, which ultimately delayed a resolution to this issue. I am currently looking into the server and will update your ticket as quickly as I can.

[Kenneth H]

I have updated your ticket with details regarding the issue. I wanted to apologize once again for any inconveniences that may have been caused to you.

I understand your frustrations with being in a shared hosting environment. Our current VPS plans may be a good solution for your business as it currently stands, but may not offer room for growth. If you were interested in a VPS plan, I would suggest at least a VPS 2, maybe a VPS 3.

[Picman]

Hi,
I am aware that you are still looking into this but as I have said previously sever loads over 3 do have an impact on client's sites that use Joomla! etc.

The odd slow down at peak times or during backups is to be expected. This incident has crippled my business for the day and I have had contact from client's complaining that they could not send e-mails.

Now, as far as I am concerned something has to be done. You mention VPS yet I have been told by someone at HD that with sites using Joomla! etc. that this would not deliver enough resources.

Since this started again I have been looking at other suppliers to consider my options. A semi-dedicated with a limited number of accounts is looking good at the moment.
I would like to stay with HD but do need some reassurance which I do not think you can give. If I were to go VPS what are the chances of this happening there?

[Drac0]

Picman,

Up until recently, I used a VPS server and had several Joomla, Wordpress, Zen Cart and other CMS sites hosted at the same time with no issue. Without going into detail, I had over 15 Joomla sites running with moderate traffic. It is an option you may want to look at.

I can't say enough good about HostDime's support. I started out on a shared reseller plan in 2003 and had been on a VPS server since July 2007 until last month. With any issues I had, HostDime resolved the problem in a quick and timely manner. At one point I was traveling, received a call from one of my clients about a problem he was having. Since I was driving and obviously unable to get on my server myself, a quick call to HostDime's support desk had the problem resolved within 30 minutes. It would have taken me longer to find a wireless hot spot to try to resolve the issue myself.

[Picman]

Hi Drac0,

Thanks for the reassurance regarding the VPS. I have a number of client's using Joomla! and a script called 'Exhibit Engine' which is an image gallery.

I would not wish to go to all the trouble of moving over to VPS just to find I am not getting away from the 'load averages' problem.

"Up til recently, I used a VPS", what do you use now? Can you recall how many accounts you had and why you changed?

I agree about HD support, while there is often a bit of a delay because of the time difference I have always found support to be good. The problems I have encountered have been with the system not the people.

I think I now need to talk to HD about the possibility of VPS.

Many thanks.