我跟Pachosting的一段對話

大家好,

首先,我會為以下所講既每一句負責。

成件事既起因係我用pachosting既CLOUD computer既 services,早兩個禮拜佢幾次死機,打去tech support,就話會跟,整好又唔打返比你,打去問佢咩事,淨係話無事,真係一句都無認過佢部機有事,係電話講到我火起,我話所有野email傾,等我log返低你地講過d乜,等其他朋友一齊了解,係咪我太無理,定係另有問題。

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# 首先係o係電話唔認有問題,唔認有boot過機,叫我send d system log比佢睇下乜事
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Dear Alex,

Thank you for your reply

Please check specifically and quote the log which you may suspect as down time in order for further investigation.

Thank you very much.

Best Regards
Buck Wong

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# 咁我就不厭其煩,pack好堆log比佢,仲追番d時間列埋比佢睇 (小插曲,呢間野係搞唔清咩係time zone,部機一boot system time係gmt+8 >< )
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As shown on the log, the system was restarted on (the system bootup time is offset by +8:00)

Aug 27 18:31:04
Aug 28 20:55:05
Aug 31 17:50:02

I notified your company on the below timing regarding inaccessible of my server.

Aug 27 10:46 (by phone, answered by Pacnet staff)
Aug 28 8:10 (by phone, no answered)
Aug 28 8:26 (by email)
Aug 31 9:00am (by phone, answered by Pacnet staff)

Accord to my record, my server was inaccessible during the following period

Aug 27 9:21 - Aug 27 10:45*
Aug 27 23:30 - Aug 28 13:00*
Aug 31 7:00 - Aug 31 10:00

* are estimated time, because even promised by your answered staff on calling me back after he finished the check up, I received no call at all.

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# 睇到佢呢個reply,第一個反應係,好喇,終於有個似返d人既回覆,起碼認有 "server inaccessible",同 "after knowing the main cause, provided related solution to resolve the issue"
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Dear Alex,

Thank you very much for the information provided.

We seek your understanding that we have been checking for your server inaccessible issue since we received your report. After knowing the main cause, we provided related solution to resolve the issue.

After receiving your first report on Aug 27, we found out that the main cause was the network card driver that there was no problem on the server. To enable you to access the server, we adopted server reboot. In order to investigate the network card driver issue so as to find out the solution, we requested you for SSH login information.

For the subsequent report received from you, besides server reboot, we proactively arranged network card driver maintenance/upgrade so as to resolve the problem.

We seek your understanding that cooperation between PacHosting and our client is crucial to resolve the problem. As long as we receive the SSH login and password, we would perform the network card driver maintenance for you.

Thank you very much.

Best Regards,
Amelia Tong

本帖最後由 hovamanta 於 2011-9-12 16:16 編輯

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# 咁我都好正面咁讚下佢,順便好負面咁彈下佢 (我唔係玩野,而係都要我比root password佢我真係覺得好唔合理,即係我同你租間屋,我係咪要比鎖匙包租婆得閒入黎睇下我d裝修? )
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# 我認我呢個reply係好寸,不過容我發洩一下喇,真係比佢之前d電話激到好火。
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Dear Amelia,

  This is indeed a huge relieve on reading your reply. This is the first time I received from PacHosting on acknowledging there was a problem on the server.

  Please don't get confused that I'm not cooperating on releasing the SSH login for your maintenance purpose. The are two reasons for not releasing it:

  1) This is not an industrial practice for a hosting client to release access to their intellectual properties. Take an example, the relationship of the Bank and a secure deposit box customer. The customer keep their valuable in the safety box with the bank but it's not a usual request for opening up the box to let the bank to have a look.

  2) None of your TechSupport/Customer Service staffs acknowledging  there was a problem on the server during the last 7 days.

  With all due respect, I can tolerate 1), this is just a technical incompetent of a company which I picked as my hosting company. I need to live with that. period.

  But for 2), this is totally intolerable. If I cannot feel a sense of honesty in your company, how can I release a password that can expose directly everything within my server? I've to tell you that beside important confidential customers privacy data, which we've to comply with the HK Privacy law on storage, there is also credit card data which can lead to serious fraud crime.

  I'm expecting a written apology on being evasive on the server's probelm and a partial refund base on the SLA 99% agreement.

Regards,
Alex Poon

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# 跟住就精彩喇,呢頭讚完佢肯認有問題,跟住就回個email話 "there was no problems occurred on the server"。激得老子決心要為公義而繼續要求佢認錯。
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Dear Alex,

Thank you very much for your reply

As replied in the last email, there was no problems occurred on the server. The server inaccessible issue was due to the network card driver.

SSH login and password is necessary for the network card driver upgrade/maintenance. We seek your understanding that the aim of such upgrade is to resolve the issue you have been facing with you Cloud Servers. SSH login and password is only obtained for the sole purpose of network card driver upgrade/maintenance.

As long as we receive the SSH login and password, we would perform the network card driver maintenance for you.

Your understanding and cooperation would be very much appreciated.

Thank you very much.


Best Regards,
Amelia Tong

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# 好,我先問問你,乜野叫 "was no problems occurred on the server",quote返佢自己份SLA佢睇,講真,我得鬼閒claim你個幾廿蚊,不過係唔忿氣做IT做到咁賴皮,老子係都要你認。
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May I know what is your meaning of "there was no problems occurred on the server"?

According to the SLA

Definition of Failure
1) There is no dial-up or broadband visitor can make any connection to the server (such as PING
test) for over 15 minutes; and
2) There is no Internet traffic to the server

Are you suggesting, the issues happened during the time I was listed in my previous email. Are NOT covered by the definition of "failure" under the SLA and therefore, "was no problems occurred" ?

Please clarify.

Regards,
Alex Poon

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# 哈哈,都唔知好嬲定好笑,呢段真係精彩,佢話"network card driver"係有問題,不過都係 "was no problem on the server",不過都幫你reboot (真好心呀你),不過你唔比root access我,之後既問題係你咎由自取,打死無怨。
# 所以 SLA只可以claim第一次 "inaccessible period"
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Dear Alex,

Thank you very much for your reply.

As stated in the previous email communication in the same ticket, since we received your first server inaccessible report on 27 Aug, it is found that the main cause was the network card driver that there was no problem on the server. We have adopted server reboot to enable you to access the server and requested you for SSH login information for investigation and finding the solution.

Since customer confirmation and SSH information have not yet been received, network card driver maintenance/upgrade could not be carried out to resolve the problem.

Under such circumstances, SLA may only be applicable on the first server inaccessible period. Here attached please find the ‘SLA Claim Form’, please kindly fill in and stamp the form for arrangement.

Thank you very much.

Best Regards,
Amelia Tong


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唉,講真,我同你地無仇無怨,我做乜要打咁多野,去教精你。不過有時覺得自己係IT搵食都15,6年,睇既見既都唔少,不過咁既素質真係第一次。再加上我覺得呢件事,可能真係我對"problem on the server" 既理解係有誤,所以先整呢份公開信比大家去教下我咩係 "problem on the server"。

希望hk既IT hosting 界唔好再有呢d事發生,講真我呢家已經轉返去外國hosting,真係對local d 實力好有疑問。

又或者我過去5,6,7年做公司project都係用us/eu d大hosting,無乜接觸過呢d較細規毛既公司,唔慣唔慣。

希望有關人仕睇到,平心靜氣問下點解一個客會去到咁盡,唔好下下以為自己永遠是對的,客人永遠是搞事的。

---- 只要一早有人認跟我說一句:" 潘生,早前我們的system係有事,呢家已經整好,我想同你傾傾點樣可以避免再發生"

事情就變得簡單。

待客,唔係咁複雜的。


Alex Poon

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而家hosting 睇 SLA 睇得好緊.. 佢既意思係.. 張network card driver係 within 你既vm裡面, that's why 要你既SSH password. Network card 出事唔代表service 有downtime. 情況如同你自己firewall set 左 DENY ALL.. 咁一樣connect 唔到..

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當個客係小學生咁耍先係佢地最悲哀既地方,愚弄客人,無心正視問題。
香港細hosting好多時都係咁,個名臭左,就轉一轉個名開過間公司。不過PacHosting算大定算細?我唔知了,起小弟眼中,香港並無大hosting公司。

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而家hosting 睇 SLA 睇得好緊.. 佢既意思係.. 張network card driver係 within 你既vm裡面, that's why 要 ...
mcdull 發表於 2011-9-12 16:35


佢無access落server,但又可以知道係個instance既network card "driver"有問題?
原來Linux會用driver既…

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乜 Linux 唔會用 driver? 你唔好話Linux唔叫driver叫kernel module..!?
我唔知佢點會知.. 可能人地一年有百幾次都有咁所以估到. 不管你信不信, 反正他是說了.

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我係大半個行外人, 就當真係要咩咩pw先解決到個問題, 依家個客對你既保密措施有擔心, 衰極係咪都可以安撫下, 講下其實公司內部都有d咩咩咩procedure, 乜乜乜措施, 確保客人資料唔會被非法取用

呢間野真係一流

btw, 年零前我公司用"咩hosting"(email)成日connect唔到, 俾佢玩左成個月, 最後聽聞轉server先叫穩定番...

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回復 3# mcdull

我申請既係cloud services,或者我誤解佐cloud 同vm既分別喇。

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以下是個人意見:
我律師去了太西洋,
剛巧又打不通他的海事衛星電話,
未及時查問有關的專業法律意見…
不過我會對回文負責的.

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I had changed their e-mail hosting to our office's server even cannot refund (just paid for few weeks ago for whole year) due to their DNS server problem.

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