We're baack.

Niber · 06-02-2008, 06:50 AM

Needless to say, we had some technical issues. Here's the summary:

Quote:

Originally Posted by thePlanet

This evening (Saturday) at 4:55 in our H1 data center, electrical gear shorted, creating an explosion and fire that knocked down three walls surrounding our electrical equipment room Thankfully, no one was injured. In addition, no customer servers were damaged or lost.

We have just been allowed into the building to physically inspect the damage. Early indications are that the short was in a high-volume wire conduit. We were not allowed to activate our backup generator plan based on instructions from the fire department.

This is a significant outage, impacting approximately 9,000 servers and 7,500 customers. All members of our support team are in, and all vendors who supply us with data center equipment are on site. Our initial assessment, although early, points to being able to have some service restored by mid-afternoon on Sunday. Rest assured we are working around the clock.

We are in the process of communicating with all affected customers. we are planning to post updates every hour via our forum and in our customer portal. Our interactive voice response system is updating customers as well.

There is no impact in any of our other five data centers.

I am sorry that this accident has occurred and apologize for the impact.

Sincerely,

Douglas J. Erwin
Chairman & Chief Executive Officer

Slashdot Article

Status check just in case the server dies again, we're on floor 2.

Nurta · 06-02-2008, 06:55 AM

egads, that was nasty.

feldon30 · 06-02-2008, 10:25 AM

Yep, my server there was affected too.

Niber · 06-04-2008, 09:43 PM

Had to reboot to change nameservers, the old ones lead to email failure. You may notice a lot of delayed email from Flames.

Exeugi · 06-04-2008, 09:59 PM

I haven't visited the site in forever, so I thought it was taken down

Glad it's back up.

Shade · 06-05-2008, 08:59 AM

fuck u exeugi! fuck u

Niber · 06-07-2008, 12:44 AM

If there's any silver lining, it's this:

Quote:

As a result of the outage you experienced in our H1 data center, we acknowledged that we owe our valued customers service credits based on the terms of our Service Level Agreement. It is not necessary to apply for these SLA credits, as we will automatically apply a one-month credit equal to the monthly charge for the affected servers and infrastructure located in our H1 data center. The service credit is in the process of being applied and will appear on your next invoice, beginning with the May 31 invoice.

We have also decided to apply a second credit in the same amount to your December 2008 invoices. We will communicate this second service credit in a subsequent ticket, as the time approaches.

To recognize your support during this unplanned incident, we will also extend, to those customers affected by the H1 outage, a 10% discount off of all published pricing on all new server and service orders placed from June 15 through December 31, 2008. To take advantage of this discount, orders must be placed through a Planet sales representative.

We recognize that this outage caused interruption to your businesses. We are proud to have you as our customer and gladly stand behind our Service Level Agreement.