Site down 45 minutes

[Brtp4]

Site went down 8:22 PM. Was disconnected while waiting on hold for support after 30 minutes. Currently on hold in position 4 again waiting to report outage, 17 minutes and counting.

Site has been down 48 minutes and counting.

BP

[Brtp4]

One hour and two minutes.

Was disconnected again after 30 minutes on hold. Never got past position three.

BP

[Brtp4]

Back up as of 10:08 PM. Only took 10 minutes to fix. The other 97 minutes was waiting for Support to respond.

BP

[cbsteven]

That stinks, but did you try sending support an email? They are usually pretty quick to jump on email tickets with the "Site down" subject.

[Brtp4]

That stinks, but did you try sending support an email? They are usually pretty quick to jump on email tickets with the "Site down" subject.

Of course. I opened wo tickets via email, two phone calls, with no reply or result of any kind. I tried live support also but it was off line. After an hour, one of the times I refreshed the tickets page, I saw it was back online and tried it again. Got someone and got it fixed.

Based on the status messages from being on hold (you are 4th, you are 3rd) I would guess there was one person, and phone calls were talking 20 minutes.

BP

[Melissa F]

Brtp4,
We apologize for the delayed response time but are glad everything seems to now be working as it should.
If you run into this problem again, feel free to reach out to me directly and I'll do my best to escalate your request.
Thanks for your patience and continued support.
Have a great day!
Bryan Shaw
Community Manager at 3dcart
[email protected]

[Brtp4]

Brtp4,
We apologize for the delayed response time but are glad everything seems to now be working as it should.
If you run into this problem again, feel free to reach out to me directly and I'll do my best to escalate your request.
Thanks for your patience and continued support.
Have a great day!
Bryan Shaw
Community Manager at 3dcart
[email protected]

Thank you for replying Bryan. I appreciate the offer, but I prefer not to have to lean on you for things like this. My feeling is that it would be best to rely on the support staff on duty at that time. Outages happen from time to time but are usually corrected shortly after reporting. I got the automated response, but no other response nor assignment of the tickets. Once I was able to get someone to actually respond, it was corrected quickly.

A small point: it may help to let people know via the recorded message that they will go to VMail after 30 minutes of hold time. Also, in this case my voice mail messages were returned approx 7 hours later @4:37 AM.

BP

[Melissa F]

Our apologies. Waiting that long for a response is not acceptable.
I will share your experience with our support managers in an effort to improve our service so you won't have to deal with something like this again.
Thanks for bringing this matter to light and for your feedback. We appreciate it.
Best,
Bryan Shaw
Community Manager at 3dcart
[email protected]

[Brtp4]

All good Bryan, thanks. Appreciate the confirmation too.

BP

[vswebdesign]

Our store, garlicfestival.com, has been down intermittently over the past 24 hours or so. Since the site and our access to our admin control panel are down, is this a routing issue within 3dCart? Has the issue been identified and a fix in the works? My client is running a promotion and having the site go up and down is extremely inconvenient.


Update: Worked with Karl B through online chat. Seems like a restarting of the scripts gets the site back up. Still no idea yet as to why the scripts need restarting.

[Brtp4]

It is somewhat regular, but not what I would call serious. Outages are usually short and usually responded to quickly. I cannot say it is excessive or not as I do not have broad perspective. I am keeping pingdom emails and building a spreadsheet to be able to compare them going forward. Here is a snapshot of the last 12:

• 2/5 2013
• 4/24
• 5/6
• 6/3
• 6/28
• 6/29 (up and down for 4 hours)
• 8/5
• 8/9
• 8/19
• 9/11
• 9/12
• 9/25
• 11/16
• 11/19
  
  (changed to Power Plan hosting 12/25)
  
  
• 12/26
• 1/23
• 1/24
• 1/28
• 2/16 (longest consecutive)

Hope that helps.

BP

[Melissa F]

VsWebDesign,
I'm glad to hear that a restarting of the scripts fixed the problem.
Having a store go down is never a good thing, especially when one is running promotions and trying to capitalize on those efforts.
As far as I know, there is nothing happening on 3dcart's end that would cause this problem. In other words, it doesn't seem to be a universal issue.
In any event, I will share your experience with our developers and provide you with an applicable update if/when at all possible.
Thanks for taking the time to reach out, and best of luck.
Bryan Shaw
Community Manager at 3dcart
[email protected]

[vswebdesign]

Thanks, Bryan. As I was typing a response, our site went down again.... :(

[Melissa F]

VS,
I am going to have a support specialist look into this right now.
Stay tuned.
Bryan Shaw
Community Manager at 3dcart
[email protected]

[Melissa F]

Vs,
What is the URL for the store experiencing the problem. I see you have multiple store's running, and I want to be sure we are working on the right one.
Thanks,
Bryan Shaw
Community Manager at 3dcart
[email protected]