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Technical support is sleeping?


alvaroag
04-11-2016, 20:36
As far as I know OVH, calling is often the best option, as the ticket system seems to be too slow.

BTW, depending on the issue type, you can always call directly to the OVH offices in the datacenter country(FR or CA), and they will help you.

happyman
04-11-2016, 16:45
I waited a few days for them to get back to my ticket for failed memory. In the end I phoned them up and they replaced it within 30 minutes.

Maybe best to give them a call.

As long as you have provided them with all the logs required via rescue mode you should be ok

nyanhost
04-11-2016, 12:15
Hello!

Tickets 4231485, 4231225 written more than 15 hours ago.
I have incident on server "RBX3 - Rack: 43A04 - Server ID: 261096"
SSD hard drive (sdc) is crashed:

smartctl -H /dev/sdc
Code:
smartctl 6.2 2013-07-26 r3841 [x86_64-linux-3.10.0-327.36.3.el7.x86_64] (local build)
Copyright (C) 2002-13, Bruce Allen, Christian Franke, www.smartmontools.org

SMART support is: Unavailable - device lacks SMART capability.
A mandatory SMART command failed: exiting. To continue, add one or more '-T permissive' options.
smartctl -a /dev/sdc
Code:
smartctl -a /dev/sdc
smartctl 6.2 2013-07-26 r3841 [x86_64-linux-3.10.0-327.36.3.el7.x86_64] (local build)
Copyright (C) 2002-13, Bruce Allen, Christian Franke, www.smartmontools.org

=== START OF INFORMATION SECTION ===
Model Family:     Intel 320 Series SSDs
Device Model:     INTEL SSDSA2CW120G3
Serial Number:    BAD_CTX     00000136
LU WWN Device Id: 5 001517 8f35b369e
Firmware Version: 4PC10362
User Capacity:    8,388,608 bytes [8.38 MB]
Sector Size:      512 bytes logical/physical
Rotation Rate:    Solid State Device
Device is:        In smartctl database [for details use: -P show]
ATA Version is:   ATA8-ACS T13/1699-D revision 4
SATA Version is:  SATA 2.6, 3.0 Gb/s
Local Time is:    Fri Nov  4 14:12:03 2016 MSK
SMART support is: Unavailable - device lacks SMART capability.

A mandatory SMART command failed: exiting. To continue, add one or more '-T permissive' options.
I created ticket of incident 15 HOURS AGO. I have given you permission to replace hard drive, but support is sleeping...
When will call support to me?