Hi!
About 20 hours ago my server (an MG-256) suddenly stopped responing, and after a hard reboot it didn't come back up. After connecting to it in rescue mode, I found that something was seriously wrong with the RAID controller.
/dev/sda is completely gone.
When running
MegaCli -AdpCount it says that Controller Count is 0.
When running
lspci it says nothing about the RAID controller (when I run the same command on another MG-256 server that I have, it lists the RAID controller).
Here is a screenshot showing this:
https://www.dropbox.com/s/dsfc9rto84...35.56.png?dl=0
All this happened without me changing anything what so ever, so it definitely seems to be a hardware error.
I created a support ticket pretty much immediately when it happened (~20 hours ago), describing the problem, but I still haven't heard anything back. I called the support 10 hours ago (when they opened) and was then told that a technician would look at it, and that it would probably be solved within a couple of hours. Since then I've called the support multiple times, and every time I've been told that a technician would look at it within a few hours. 5-6 hour ago, when I called the support again, I was told by the support representative that he had created a new ticket with the highest priority, but as far as I know, no one hasn't even looked at it!
Before the Ireland support closed 1.5 hours ago, I was given a new number to the Canadian OVH support. I called them a couple of minutes ago, but was told that they wouldn't help me because my account was with the Irish division.
It's extremely important that this server gets fixed as soon as possible. I find it unacceptable that you don't have technicians who can deal with problems that are obviously hardware related within 20 hours of getting notified of them.
Your own website states the following about SLA:
"Level 2 with personalised diagnostic
Example: Abnormal service operation (excluding software configuration)
Intervention (GIT) 12 hours"
This is obviously a lie, and you should update your website accordingly.
It really really REALLY important to me that this server gets fixed. After all, I pay you >€1000 / month, and I don't think it's unreasonable to expect you to fix hardware problems within the time that you state on your website.
So could someone PLEASE fix my server. Thank you!
EDIT:
The relevant support ticket numbers are: #2015101419032288, #2015101319076939, #2015101419000142