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OVH 24/7 support?


mattb37
01-03-2010, 22:10
This could be a coincidence but my issue has now been resolved. Thank you if someone has hurried this along. Only RBX-3 for me to complain about now.

mattb37
01-03-2010, 20:41
Quote Originally Posted by fozle
mattb37, has your ticket been answered?
No.

The ticket had a reply on 28/02/2010 asking me for confirmation that an intervention could be done on my server. I confirmed by 16:20 and nothing has been done since. I have been an OVH customer for around 6 months and never really had any support issues I couldn't solve myself so this is a great disappointment to me.

I have also purchased another server to get something done quicker and ran into the RBX3 virtual mac problem, another disappointing move by OVH. I won't go into that in this thread as I have added a reply to the thread started by Andy titled "Unable to create virtual MAC for VMWare".

fozl
01-03-2010, 15:58
Quote Originally Posted by mattb37
What is the average response time on technical support? I have reinstalled my server with Proxmox to find my bios is not setup correctly. I submitted a technical support ticket and a critical incident at 01:47 (UK) on 27/02/2010 and I am still waiting for the BIOS problem to be fixed. I would fix it myself if I had a KVM but I dont. A planned 4 hour maintenance window to my clients is rapidly approaching 24 hours and I doubt anything will be done on a Sunday at this rate.

Does technical support work at weekends or am I going to have nearly three days downtime because OVH didn't configure my BIOS to work with all the installation options from the manager?
mattb37, has your ticket been answered?

S0phie
01-03-2010, 14:54
Our incident team is available 24/7: http://www.ovh.co.uk/customerspace/support/

Andy
27-02-2010, 20:15
It would seem not, or you would have a reply to your ticket, would you not?

mattb37
27-02-2010, 19:52
Quote Originally Posted by Marks
The OVH support consists in:
-incident team: 24/7 submission of incident tickets for problems related with the server (technical problems mainly, not commercial or administrative issues) through phone and through the manager

Basically, the technical support through the ticket system is already available 24/7 (the phone submission system started around a month ago), which I guess is what you're interested about.
So this doesn't actually exist?

Should it really say we can submit 24/7 but don't expect an answer until office hours?

Andy
27-02-2010, 19:22
There is no tech support at weekends, and probably never will be. They've been promising 24/7 support for nearly 12 months now, and still nothing. You'll have to wait until Monday.

mattb37
27-02-2010, 19:21
What is the average response time on technical support? I have reinstalled my server with Proxmox to find my bios is not setup correctly. I submitted a technical support ticket and a critical incident at 01:47 (UK) on 27/02/2010 and I am still waiting for the BIOS problem to be fixed. I would fix it myself if I had a KVM but I dont. A planned 4 hour maintenance window to my clients is rapidly approaching 24 hours and I doubt anything will be done on a Sunday at this rate.

Does technical support work at weekends or am I going to have nearly three days downtime because OVH didn't configure my BIOS to work with all the installation options from the manager?

Ashley
26-02-2010, 11:54
Quote Originally Posted by fozle
Last I checked, just the offending IP would be blocked, and not the whole server. At least this is meant to be the new procedure by today, not sure if technically it's in place yet.
Have you ever thought about making a new procedure that will force you to send an email update or post some sort of formal notifications when you make changes changes to important processes like these?

I think a lot of people have been put off the fact if someone abuses a shared hosting or VPS package through a re-seller, the re-seller and their additional clients could suffer.

This is an important change and I feel it would be much better if you posted it in some sort of global announcement fashion so everyone is aware, not just people who happen to stumble upon your post.

fozl
26-02-2010, 09:37
Last I checked, just the offending IP would be blocked, and not the whole server. At least this is meant to be the new procedure by today, not sure if technically it's in place yet.

Speedy059
26-02-2010, 00:34
Since we will be needing to buy a few servers to start here, I would like to know what would happen in this scenario.

1) We have a large VPS server. Ends up that 1 VPS clients is running abusive software.

Will OVH contact us and give us 24 hours to resolve the problem? Or do they simply shutdown the server? If they do shut down the server, how long does it take to get it back online so we can investigate the issue?

Winit
25-02-2010, 21:12
Quote Originally Posted by MicroChip123
I now dont use ftp on my server
ARP poisoning FTL.

Ashley
25-02-2010, 16:46
Install fail2ban and get it to analyse any log files that involve logging in or authentication

MicroChip123
25-02-2010, 16:27
Quote Originally Posted by yonatan
who should I send logs of these "iframe" injection worms that some of my VPS hosting clients get due to stupid weak passwords ?

I did notice some OVH machines hit the logs.

~ # last | grep 91.121
slayder ftpd8536 91.121.221.181 Tue Feb 23 04:00 - 04:00 (00:00)
slayder ftpd8534 91.121.180.112 Tue Feb 23 04:00 - 04:00 (00:00)
slayder ftpd8391 91.121.180.112 Tue Feb 23 03:45 - 03:45 (00:00)
slayder ftpd8314 91.121.180.112 Tue Feb 23 03:38 - 03:38 (00:00)
slayder ftpd8232 91.121.180.112 Tue Feb 23 03:32 - 03:32 (00:00)
slayder ftpd8210 91.121.221.181 Tue Feb 23 03:31 - 03:31 (00:00)
slayder ftpd8151 91.121.221.181 Tue Feb 23 03:26 - 03:26 (00:00)
slayder ftpd8123 91.121.221.181 Tue Feb 23 03:20 - 03:20 (00:00)
slayder ftpd25678 91.121.221.181 Sun Feb 21 13:15 - 13:15 (00:00)
slayder ftpd25650 91.121.180.112 Sun Feb 21 13:13 - 13:13 (00:00)
slayder ftpd25556 91.121.221.181 Sun Feb 21 13:06 - 13:06 (00:00)
slayder ftpd25537 91.121.221.181 Sun Feb 21 13:04 - 13:04 (00:00)
slayder ftpd25451 91.121.221.181 Sun Feb 21 12:57 - 12:57 (00:00)
slayder ftpd25305 91.121.180.112 Sun Feb 21 12:45 - 12:45 (00:00)


proftpd # cat access.log | grep 91.121
91.121.180.112 UNKNOWN slayder [21/Feb/2010:09:45:54 +0000] "RETR fcktoolbarbreak_ie.js" 226 1148
91.121.221.181 UNKNOWN slayder [21/Feb/2010:09:57:05 +0000] "RETR fcktoolbarset.js" 226 11492
91.121.221.181 UNKNOWN slayder [21/Feb/2010:10:04:50 +0000] "RETR de.js" 226 18812
91.121.221.181 UNKNOWN slayder [21/Feb/2010:10:06:24 +0000] "RETR es.js" 226 19200
91.121.180.112 UNKNOWN slayder [21/Feb/2010:10:13:42 +0000] "STOR uk.js" 226 32120
91.121.221.181 UNKNOWN slayder [21/Feb/2010:10:15:53 +0000] "RETR fr.js" 226 1020
91.121.221.181 UNKNOWN slayder [23/Feb



they added this code to the poor guys website, he had to clean all his html files manually due to his lack of technical knowledge regarding BACKUPS and Password Policy.

Code: