Singlehop I don't even know where to start. People at this hosting provider have no idea what they are doing. They are most incompetent group of people I ever faced. I was one of their dedicated hosting customer for 2 months and during that period of time my server went down about on average 30 minutes for every 3-5 hours (I have statistics that shows exact times and dates). Singlehop service agreement states that customers will get full refund if network uptime is lower then 89%. I have not seen that refund? At first I thought that my site is getting attacked by hackers. I could never thought of hosting service provider having some kind of issues with network. They claim over 600% growth in 2008 what a crap Singlehop's own employees have no clue about their own internet hosting network uptime policies and when I asked for a refund, I was told that there will be no refund. When I asked them to discontinue their awful services I got billed the next day what a joke!!! We switched to godaddy dedicated hosting service and we got much better deal and greater processor power for much less 100% UPTIME!!! Due to issues with Singlehop services, we lost on average between $300-$400 in sales per day and on some days over $1K PER DAY!!! When I asked Singelhop question about who is going to pay for that - I got email saying that there were outages of network in greater Chicago area (what a crap - they think that everybody is as stupid). Following maintenance notification saying that they are going to upgrade their hardware
Little about Singlehop Uptime Guarantee (copied from their own terms of use):
"Uptime" refers to the amount of time the Services are available, as measured solely and only by SingleHop's internal monitoring systems. "Downtime" refers to the amount of time the Services are unavailable, as measured solely and only by SingleHop's internal monitoring systems. SingleHop guarantees that it's Networking and Connectivity services will be available 100% of the time.in the event such level of service is not provided, SingleHop will credit your account in an amount as determined in the chart below, reflecting credit percentages of the monthly fees paid by You to SingleHop for the Services, but not payments made for any of the following products and services: domain name registration, software licenses, IP address charges, set up fees, shipping and handling, SSL certificate fees, labor charges, and other services which are unrelated to Uptime.
1.100% will result in a credit of: 0%
2.99.1% to 99.9% will result in a credit of: 5%
3.98% to 99% will result in a credit of: 10%
4.95% to 97.9% will result in a credit of: 25%
5.90% to 94.9% will result in a credit of: 50%
6.89% or below will result in a credit of: 100%
Below is a list of notifications we got from singlehop during our 2 months of struggle using their hosting services:
Feb. 11 2009 beginning of our services with singelhop.
Hi we have our server down since this morning and it looks like someone is attacking our box. Can you please diagnose it asap.
Response from Singlehop:
I am able to access the server with no problem (SURE I AM STUPID), what issues are you seeing, and where?
My Response:
Can you check your logs and see if you can see something out of ordinary between 9am and 12 pm today. If you see some suspicious IPs, let me know.
My Response:
Site is very slow today I have a feeling someone is attacking us.
Response from Singlehop:
What is the url to the site, I am pulling up pages with no problem at all (why singlehop asks for a URL when they pulling up pages (?!?!)
My Response:
Can you check your logs? Immediately after I blocked 1433 port, site started working (IT WAS NETWORK ISSUES) - rhetorical question 1433 port was closed to the public period via firewall to see what Singlehop will say)
Response from Singlehop: (Immediate switch of topic)
So you think someone was attacking your MS SQL server? Keeping that closed to the outside is a good practice; it shouldn't have been turned on to listen on a public ip.
SingleHop cares about the quality of our service. If you have any questions, comments or suggestions please let us know by calling toll free (866) 817-2811
My Response:
It's just an assumption. Port was only opened for my IP. I closed it completely without any exceptions. Site is slow again. That's why I asked you to look in to your logs. Please take care of it ASAP!
I need this issue resolved ASAP or by tomorrow I will cancel your services.
Response from Singlehop:
You said the site was working fine. I am looking at the site and it is loading fast (WHAT A CRAP), so I am completely unable to replicate your issue. How are your ping times to the server? I am trying to login over remote desktop, but it appears to be blocking me. Could you add 255.255.255.255 to the allow list of your firewall please? (sure site is working fine)
My Response:
I am trying to reboot using your leap system and it does not work. My server is hanging and I need to reboot it manually ASAP.
Response from Singlehop:
The hard reboot went through just fine. I am unsure the issues you had with LEAP, but we will look into that as well. Your server is back online. Please let us know if there is anything else we can do for you. Sorry about your downtime.
My Response:
Look you need to do something this is not first time it happened when my server keeps going down during most profitable hours. Today alone because of your company we lost around $2K in sales already. I am documenting every single instance and if it keeps happening, I will be calling my attorney!!! What kind of service is that???
Response from Singlehop:
We are aware of the current connectivity issues and are working to resolve them as quickly as possible. The outage is being caused by a fiber problem with one our primary upstream provider (WHAT A CRAP!!!). It should also be noted that this outage is affecting the greater Chicago area. As it exists beyond the scope of our immediate network we are working with this provider to resume full connectivity as soon as possible. Please let us know if you have further questions. Thank you!
My Response:
Due to Singlehop constant network outages and not being able to keep the uptime of your servers has affected our business and sales. We have opened numerous tickets to fix this issue and we are sidelined but forced to pay monthly fee for such bad support and infrastructure, hence we are terminating your hosting services and would like you to refund our monthly hosting fees since it violates your contract of having reliable network.
All of the network outage incidents and constant network maintenance notifications were documented and filed for the future references.
Singlehop Response:
Hello,
We can surely terminate your services with us if you wish, but unfortunately we will not be able to issue any refunds as we do not have a refund policy (THEY DON'T EVEN KNOW THEIR REFUND POLICY!!!). We can keep your server up until the end of this billing period if you wish though. Please do let me know.
And 2 days later i got billed for the services again!!!
Following constant maintenance:
In an effort to provide you the most efficient network services possible, SingleHop is planning a scheduled maintenance in the backbone. The details of his maintenance are below:
Date & Time: Tuesday, Janurary 20th @ 11PM CST - 1AM CST
Description: Software upgrades on core infrastructure and testing added redundancy/resiliency recently added to the SingleHop network.
Customer Impact: Some customers may experience increased latency or 5-10 minutes of downtime as some of our core equipment is reloaded.
If you suspect experiencing any latencies or other degradation of services, please call the SingleHop NOC: 1-866-817-2811
If you have any questions or concerns, please feel free to call the SingleHop 24X7 NOC at 1-866-817-2811. You may also submit your inquiries via the ticketing system by opening a ticket through LEAP.
In an effort to provide you the most efficient network services possible, SingleHop is planning a scheduled maintenance in the backbone. The details of his maintenance are below:
Date & Time: Tuesday, Janurary 27th @ 11PM CST - 1AM CST
Description: Software upgrades on core infrastructure and testing added redundancy/resiliency recently added to the SingleHop network.
Customer Impact: Some customers may experience increased latency as some of our core equipment is re-configured to compensate for the latest growth spurt of the SingleHop network.
If you suspect experiencing any latencies or other degradation of services, please call the SingleHop NOC: 1-866-817-2811
If you have any questions or concerns, please feel free to call the SingleHop 24X7 NOC at 1-866-817-2811. You may also submit your inquiries via the ticketing system by opening a ticket through LEAP.
This e-mail is to notify you that SingleHop Network Operations will be performing additional network upgrades tonight as a continuation of Saturday's network upgrades. The upgrade will be performed as follows:
Time Frame:
- February 18th
- Starting @ 12:01 AM CST
- Ending @ 2:30 AM CST
- Please note: Every effort is made to accurately represent the maintenance window and time frame. However, due to factors outside our control we may need to either start maintenance late or complete the maintenance window late. Thus, the time frames specified above should be considered approximate and subject to change.
Description:
- Removing old networking equipment and finalizing network upgrades. Streamlining network topology, and reducing long term possibility of outages and latency.
- During the above stated maintenance window, there is potential for higher than normal network latency. We do not anticipate network outages of any kind, however there may be temporary latency for some SingleHop customers.
Communications:
- If you would like to be notified once this maintenance window is complete, please submit a ticket to SingleHop via LEAP and we will respond once the maintenance window is complete.
Thank you for your understanding,
SingleHop Network Operations
This e-mail is to notify you that SingleHop Network Operations will be performing network maintenance that will affect one or more of your servers that are located in certain cabinets in our data center.
Time Frame:
- Starting @ 11:00 PM CST on Tuesday, March 3rd 2009
- Ending @ 5:00 AM CST on Wednesday, March 4th
Please note: Every effort is made to accurately represent the maintenance window time frame. However, due to factors outside our control we may either start maintenance late or complete the maintenance window late. Thus, the time frames specified above should be considered approximate and subject to change.
Description:
- Due to the networks new topology and upgraded network devices, we will be performing VLAN reassignments on some segments of our network. All servers will remain powered on we are merely changing the number each server is assigned in order to stay uniform. The result of these changes will be added redundancy and resilience.
- The primary purpose of VLAN reassignment is to provide for multi-homing of each access switch. Our core networking gear is already multi-homed.
- Remove legacy OSPF from our backbone to provide for a more streamlined and efficient network topology.
- Add additional 10 GB blades and additional Gigabit blades to our core Cisco 6506-E routers (A and B) to provide for additional network capacity
What you should know:
- We do not expect any extended downtime. However, many servers will experience short interruption in service of 30 to 60 seconds while the server's VLAN is being reassigned.
Communications:
- If you would like to be notified once this maintenance window is complete, please RESPOND to this E-mail and we will notify you once the maintenance window is complete. Please note that no further notice will be issued for this maintenance window
Thank you for your understanding,
SingleHop Network Operations Team
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