Mercumaya hopeless

[michaelfoo]

We're switching datacentre as well due to security reason, our provider are unplugging the box.. all our customers in our Xeon box should receive my calls and e-mails. What an unlucky coincidence. We're moving to the Savvis DC

Oh come on, don't you think such announcement should be made to your clients but not in this forum?

Even if you want to announce in this forum, let's not hijack MercuMaya's thread.

Thanks and no offence.

[Filuren]

It's just a coincidence we're talking about datacentre switch which I am sure Mercumaya is not doing that. Where is mizan by the way? I am not making any announcement, as I have called. just a share

[lengct]

This is the reply i got from Mercumaya.net

Hi,

We face a problem where's all the files can be restore in our server.
We advice our customer to upload all their content back to their website.
If your ftp password wrong, you may change at Plesk control panel via
menu Setup.

Regards,

[-- Yusmizan Yusoff --]
Mercu Maya Enterprise (00139425-X) | Phone: +60 3 6186 1773
(MERCUMAYA.NET) | Fax: +60 3 6186 2773
8F Jalan SG 1/6 Taman Industri Bolton | WWW: www.mercumaya.net
68100 Batu Caves, Selangor Darul Ehsan | Email: mizan@mercumaya.net
Malaysia. | Mobile: +6019 204 6336

[michaelfoo]

We face a problem where's all the files can be restore in our server.
We advice our customer to upload all their content back to their website.
If your ftp password wrong, you may change at Plesk control panel via
menu Setup.

So does that mean that the data cannot be restored back to the server, or it can be restored? If it can be restored, why do the clients need to upload the contents back again?

Just curious... thanks.

[Filuren]

We face a problem where's all the files can be restore in our server.
We advice our customer to upload all their content back to their website.
If your ftp password wrong, you may change at Plesk control panel via
menu Setup.

Means can't be restored? what had happenned?

Or it shall means can be restored but still adviced customers to restore it themself for non-dynamic sites as backup restore might take days

[lcf]

We face a problem where's all the files can be restore in our server.

CAN or CAN'T ? People always has typo on this and give the opposite meaning.
I assume it means CAN'T, since it ask you to upload all files back to the server.

Oh... I had the same nightmare before...

[soggie]

How the farg am I supposed to reload all the files back? I did quite a fair bit of modifications to the phpNuke and accidentally formatted it off in my previous hard drive.

Why mercumaya is hopeless

- firstly, when ur website is down for 3 days, they don't email or call you. You'll have to find it out yourself. What if I'm on a vacation and I'm running a browser online game on it? Down for 3 days - imagine how many players I would be losing

- then, when you finally call, they tell you the reason and ask you to upload your stuff back. What the heck? Why do I need to do so in the first place? Don't they do backups periodically over at their site? And no apology, no nothing. As if we're SUPPOSED to do that.

Mercumaya is a typical case of malaysian attitutde - got head no tail. They're very frenly and excellent when trying to get ur business - first month's service was excellent. Then after that, it goes down the hill. I've signed up for siteuptime and I get "rendervault.com is down" notifications all the time. Counting back I get more than 20+ messages a month on average.

Its time for me to start hunting for reliable hosts again. To hell with bandwidth - I'd rather live with a 10GB reliable server than a 60GB stupid server like mercumaya.

No need to wait for mizan. Mercumaya is hopeless for me now. Damn regret on this server.

[gethosted]

Originally Posted by mysticmind

sifoo.com also a mercumaya.net client, but their web is okay. no problem at all..
btw, mercumaya.net is Under COnstruction? ermm.. ask Mizan in this WM, he's the owner.. maybe they get a problem, mercumaya is also one of the big hosting in Malaysia.

U can whois to retrieve owner of the mercu maya for contact number.

What kind of big company without a backup strategy in place. To me, I will get out of there ASAP.

Good luck to find a reliable host.

Server Backups : MERCU MAYA dot Net server backups can only restore the entire server data at once ie a total hard drive failure. Plesk backups are run weekly. We cannot restore single files that clients have deleted by accident. It is always best to keep a fresh backup of your site and MySQL databases on your own home cpu no matter where you host your domain.

[faizent]

Originally Posted by soggie

Mercumaya is a typical case of malaysian attitutde - got head no tail.

Hi...

Firstly about Malaysian Attitude, I think this not the issues here because as we know a lot of good hosting company around malaysia and you must be smart when make a decision to choose a hosting provider.

Originally Posted by soggie

first month's service was excellent. Then after that, it goes down the hill. .

Before you signup at any hosting company, you should check their server uptime for past 3 month. This not the best answer to determine of server reliability but it something you can do before you make a decision to signup.

BTW, Wish you luck with new host.

Thanks,

[michaelfoo]

Mercumaya is a typical case of malaysian attitutde - got head no tail. They're very frenly and excellent when trying to get ur business - first month's service was excellent. Then after that, it goes down the hill. I've signed up for siteuptime and I get "rendervault.com is down" notifications all the time. Counting back I get more than 20+ messages a month on average.

And yeah, Siteuptime isn't reliable. Most of the time it will send you false notification although your site is up and running.

I would say Alertra is the only reliable uptime monitoring service out there.

Thanks.

[jetzkr8]

it's just how companies handle problems. Data centers can be the most up-to-date, armed to the teeth, full of frills, bells and whistles but alas, all it takes is one DDoS or DoS attack. I know coz, my site was attacked last week, was not accessible for few days. Of course I did not opt for the solution of moving temporarily to other servers within the cluster we are on, although I had the choice. However all my clients were not effected as they were distributed throughout the data center. In any case, there was nothing one could do in such a situation.

All said and done, it was a valuable lesson and probable that my premium clients will enjoy contingency planning by me should an even like this occur. In fact I maintain backup copies for all my clients as part of management services. This will facilitate orderly restoration. I am making further contingency plans to maintain duplicate websites at alternate data center and make switch if necessary, even for temporary basis. So an outage will be at most a single day. It can be minutes, hours, days. Anything goes, and the truth is, there is NOTHING anyone can really do when under DDos attacks. One such attack is well documented at http://www.grc.com/dos/grcdos.htm .

A virus attack on the other hand, is faster to recover from. I suppose the 'back-up' advertised with all hosting providers are really meant as a backup and should not be regarded as the all-in-one-solution. A website developer should have off-site backup as well, meaning you should have ftp copies readilly available just in case.

Recovery of web services should be in minimum time, not days. This cannot and must not take days, as suggested earlier. Basic facilities should be up and running in no time, and then remains the issue of userdata restore.

Not responding in times like this is simply not acceptable. With technology available today, it is no matter if one goes on holiday. I am just wondering if there are no other staff to handle issues. In times of crisis, it is important that customers and providers work together to overcome whatever problems. Moving hosts is not going to avoid recurrence of such situations.

I reckon Mizan has his hands full and some understanding is in order. If he has provided excellent serveice in the past, let us not be too fast to judge him. There is bound to be some explanation to all this.

[soggie]

Originally Posted by jetzkr8

it's just how companies handle problems. Data centers can be the most up-to-date, armed to the teeth, full of frills, bells and whistles but alas, all it takes is one DDoS or DoS attack. I know coz, my site was attacked last week, was not accessible for few days. Of course I did not opt for the solution of moving temporarily to other servers within the cluster we are on, although I had the choice. However all my clients were not effected as they were distributed throughout the data center. In any case, there was nothing one could do in such a situation.

All said and done, it was a valuable lesson and probable that my premium clients will enjoy contingency planning by me should an even like this occur. In fact I maintain backup copies for all my clients as part of management services. This will facilitate orderly restoration. I am making further contingency plans to maintain duplicate websites at alternate data center and make switch if necessary, even for temporary basis. So an outage will be at most a single day. It can be minutes, hours, days. Anything goes, and the truth is, there is NOTHING anyone can really do when under DDos attacks. One such attack is well documented at http://www.grc.com/dos/grcdos.htm .

A virus attack on the other hand, is faster to recover from. I suppose the 'back-up' advertised with all hosting providers are really meant as a backup and should not be regarded as the all-in-one-solution. A website developer should have off-site backup as well, meaning you should have ftp copies readilly available just in case.

Recovery of web services should be in minimum time, not days. This cannot and must not take days, as suggested earlier. Basic facilities should be up and running in no time, and then remains the issue of userdata restore.

Not responding in times like this is simply not acceptable. With technology available today, it is no matter if one goes on holiday. I am just wondering if there are no other staff to handle issues. In times of crisis, it is important that customers and providers work together to overcome whatever problems. Moving hosts is not going to avoid recurrence of such situations.

I reckon Mizan has his hands full and some understanding is in order. If he has provided excellent serveice in the past, let us not be too fast to judge him. There is bound to be some explanation to all this.

Firstly, as upset as I am, I should say that you have your point there. It my fault not to have a off-site backup, which added to what mercumaya did to me, is just total pwnage.

However, my main gripe is that I only knew my site was down and out when I checked it myself. I received no emails (other than siteuptime), no sms, no calls, no none zil notification from them UNTIL i call them. If my site is the only site that is down I can forgive them, however the ENTIRE mercumaya site is down and they don't take any actions to notify their clients. A good and reliable hosting company should provide a contingency plan which includes notifying all clients when a problem happens to the server which will cause downtime for more than 24 hours. And its 72 hours now.

I have been planning to get a dedicated server from mercumaya but then this really hammers my confidence in them. If a hosting company can't even get shared servers right, how can you trust them to work on dedicated servers?

I'll stop flaming mercumaya now. I'm still in the process of weighting and reviewing options from various hosting companies. Hive seems to be a reasonable option tho.

Thanks.

[CyberCoral]

how is your website now ? have you found a good hoster ?

[soggie]

well its up and running again, after some fair bit of uploading. mercumaya seems to be a tad little more reliable, although it still looks like a 3 year old effort. The emails i get from them are like PM... unformal, bad english and well, simply said hopeless lah.

Still not yet have time to find a better host. Been bz on work these few months.

[Jacky]

I wonder what was the actual reason for the server outage? Was it due to harddisk crash, dos attack, etc? Their email only mentioned "We face a problem ..."