Urgent!! Cannot Get Into The Help Desk

[Lisa]

Here's my URL

http://onlinetechnologies.helpserve....kets&_a=manage

Here's the error:

Not Found
The requested URL /staff/index.php was not found on this server.


--------------------------------------------------------------------------------

Apache/2.2.3 (CentOS) Server at onlinetechnologies.helpserve.com Port 80


We can't get in nor can the clients!!!!!

Please help

[craigbrass]

Did you attempt an upgrade just before this happened?

[Lisa]

You know, we were discussing doing this but the programmer that was going to head this up is out today and I can't get in touch with him. Is there any way to see if that's what happened?

[Lisa]

I wouldn't imagine that he would do something like this knowing that he wasn't going to be here today. I am going to have to email all clients and let them know that we're down. Considering that I have 14 clients and I go through about 200 to 300 kayako email responses per day this is going to be a real mess.

Any help would be greatly appreciated.

[craigbrass]

Live Help is online. I suggest you ask them to look into it (http://www.kayako.com on the top right).

[Lisa]

Thanks Craig, I went there and was in line with 2 people in front of me. I sat and waited and typed out my issue and all of a sudden they went offline

[craigbrass]

Lisa, I have pinged Raghav directly to this thread. He should be along in a few minutes to fix the issue.

[craigbrass]

Lisa, Raghav just got back to me. He said he is online now and to go onto the live help.

[Raghav Arora]

Hi,
You are hosted on http://server7.kayako.net/ and it is down for 1business day for the upgrade. All the server 7 clients were sent the notification (at their Kayako members area registered email address) on Thursday by the installation department.

We are working on the upgrade and it will be done soon.

Regards,

Raghav Arora

[Lisa]

Raghav,

This from the email that was sent to us at 7:40a on Thursday, August 2nd:

It is to notify that the server7.kayako.net where your helpdesk is hosted got corrupted while upgrading the Plesk. So we have to go for complete reinstall of the server to regain its functionality. The downtime will be from 24 -48 hours .There will be no data loss as we will take the complete backup before proceeding. Please consider this as a two days prior notice which is starting from today.

********************************

I would consider that since the email was sent on 8/2 and it was a 2 day notice that the work would begin on 8/4 which was Saturday. That would make the downtime sometime into Monday (today). So essentially did you start the work today and this means that we will have no help desk until tomorrow?

Being that we are a software company where much of the work is support oriented I have 6 programmers who have no access to their tickets and build specs. We are going to lose all of today and whatever part of tomorrow once they complete anything that they do have the information on.

I have emailed our clients and let them know the situation but I can't even begin to tell you what the cost is for us regarding this.

Can you please provide me with some type of an ETA which is better than sometime tomorrow?

Regards,
Lisa

[Jamie Edwards]

Hi Lisa,

The e-mail you received missed two crucial words - "working days". I apologise for the inconvenience here. I will have Mohit update you shortly.

[craigbrass]

Jamie, should this not of been posted in announcements on the forum?

[Lisa]

I do appreciate the response that I get on these forums but you must agree that to leave "working days" out of that email was highly unacceptable. Our use of Kayako is for external clients and I don't mind saying that this has not been a fun day. To start off with clients calling to ask why they can't access the help desk to not even being aware why Granted, we did receive an email and I was not fully informed but to find that this would be down for an entire day and not to have information about tomorrow is a little hair raising. Our company offers two editions of our software, hosted and infrastructure and we would never consider bringing a hosted server down during normal business hours for this length of time. In fact, the discussion of doing our upgrade of the help desk entailed the programmer and I realizing that we will be working during off hours to insure that our clients didn't experience the exact issue that we are having right now. I can understand performing actions that might bring things down for an hour or two. Maybe even three or four but for more than a day beginning on a Monday morning? That's the worst day of the week to do this!

I agree with Craig that there should have also been something posted for people to see. We can't be the only client that is on this server can we?

I hope that in the future that it's made much more clear that in an even such as this that the help desk will be completely non usable and the length of time involved. As you can see from my excerpt of the email posted you gave 2 days notice on a Thursday that the server would be down for 24 to 48 hours. Since two days notice was given I think that anyone would assume that if it was sent on a Thursday that would mean that the work would begin Saturday. Don't you agree?

I still have no word on when we will be back up. Has anyone heard anything?

[Ryan Lederman]

Hi Lisa,

Again apologies from everyone here for the unexpected downtime of your help desk. We are still working to tweak our policies for this type of thing, and we appreciate your continued patience in the matter.

The Unix professionals here have assured me that you should be back up in 7 to 8 hours. Unfortunately, we have to wait for our hosting company to complete the work, and it is out of our hands.

Once again thank you for your patience in this matter and thank you for using Kayako

[Lisa]

Thank you Ryan. At least I'm hopeful that I will be able to send a mass email to the clients tomorrow a.m. letting them know that we are back up and running.