hosted eSupport SLOW and UNREACHABLE - Kayako

PeteV · _____________________ PeteV eSupport hosted 3.11.01

During the last few days, hosted eSupport is at times very slow, and even unreachable (that is, cannot be found).

Do you monitor the availability of the hosted eSupport server? Can we have access to these statistics? Is there any type of quality control for the server?

**Jamie Edwards** · 14-09-2007, 06:40 PM

What server as your hosted on / what is your hosted desk domain?

PeteV · 14-09-2007, 06:43 PM

fppt.helpserve.com

(but my question is more general than just analyzing my particular hosted eSupport)

Thanks.

**Jamie Edwards** · 14-09-2007, 06:53 PM

Hi Pete,

There are no noticeable or reported issues for your server. Here is the uptime graph (each server is monitored every second from 22 world wide locations):

Here is the response time graph from servers pinging yours within the US (Dallas, Houston, Sacramento, San Francisco etc), also showing fairly good performance:

It could be that you/your ISP is facing some routing issues?

I also tested your pages and they seem to load very quickly here (from the UK).

craigbrass · 14-09-2007, 07:41 PM

If you could post a few trace routes that would be helpful in diagnosing the issue.

Start -> Run -> Type cmd -> Type tracert yourhelpdesk.helpserve.com and hit enter -> Right click -> Click Mark -> Select the text -> Right click on it to copy.

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PeteV Offline Member Posts: 203 Join Date: Jul 2007	hosted eSupport SLOW and UNREACHABLE - 14-09-2007, 05:52 PM During the last few days, hosted eSupport is at times very slow, and even unreachable (that is, cannot be found). Do you monitor the availability of the hosted eSupport server? Can we have access to these statistics? Is there any type of quality control for the server? _____________________ PeteV eSupport hosted 3.11.01

PeteV Offline Member Posts: 203 Join Date: Jul 2007	14-09-2007, 06:43 PM fppt.helpserve.com (but my question is more general than just analyzing my particular hosted eSupport) Thanks. _____________________ PeteV eSupport hosted 3.11.01

craigbrass Offline Senior Member Posts: 5,922 Join Date: Jun 2005 Location: Cumbria, UK	14-09-2007, 07:41 PM If you could post a few trace routes that would be helpful in diagnosing the issue. Start -> Run -> Type cmd -> Type tracert yourhelpdesk.helpserve.com and hit enter -> Right click -> Click Mark -> Select the text -> Right click on it to copy. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger