server down and got no response for 4 hours.

December 31, 2012 2.3k views
Do you have anyone on call on holidays?
3 Answers
We are working on resolving this issue now. I apologize for the delay in response! We will follow up with our users as soon as there is more information.
There was an issue with the underlying hypervisor which has since been fixed. We are looking through the logs to determine the root cause of the issue and see if any firmware updates are necessary to get the hypervisor stable for the future.

We are collecting additional data from other hypervisors that have not exhibited any issues and comparing them to see if we can spot any specific differences that may shed more light on this issue.

All affected customers will be receiving an automatic SLA credit and we're reviewing our support policies so that we can improve our response time to customers. We immediately started working on the issue but we were not as good at communicating that to all of the affected customers which is our takeaway from this issue, to update customers faster in the case of any issues.
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