Gary
Constant issues and the most recent one…
Issues were resolved which is why I gave an extra two stars however I feel as though the support techs I worked with were not helpful at all. Instead of seeing after a few minutes that the resizing was not working and escalating it then, I was told to wait which kept my 50+ employees and however many of our thousands of customers from accessing our platform. We will definitely be looking into setting up something on a different hosting site should an issue like this occur again as we cannot rely on immediate assistance with Atlantic when a server failure occurs. We also have over 30 of our software clients use Atlantic as their hosting platform so it's quite frustrating when we experience something like this and have provided them with a good amount of referrals.
Response from Atlantic.Net, Inc.Jul 23, 2024
We apologize for the inconvenience caused by the recent issue with your server. After reviewing the ticket, it appears that the VM failed to resize because it was not shut down before attempting the upgrade. Our support team was unable to provide an immediate resolution and escalated the matter to our Cloud Operations Engineers, who resolved the issue within 15-20 minutes of your phone call. Follow-up instructions were provided via email so you could attempt the resize again. Please note that we would have been able to pull active backups and spin up a new VM for data recovery if needed, but this would require Cloud Operations Engineering to be involved as well, as it would require manual creation of a Snapshot that would be able to make a new VM, rather than restoring the VM in place. Our engineers chose to return the VM to service, as this was the fastest option for recovery. We understand the importance of server uptime and are committed to improving our processes to prevent such occurrences. A management team member will reach out to you to ensure your satisfaction with our services and support. Thank you.