Friday, August 30, 2013

BurstNET® SLA Request Form

BurstNET® has received your request. The tracking number for your request is: 20130830-7045-5300
This request was placed on: Fri Aug 30 12:31:06 2013 EST
A detailed email confirmation of your request has been sent to:
Your request is currently being processed, and you should receive notification upon completion.
If you have any questions in the meantime, please feel free to email us at:
Thank you for choosing BurstNET®!  

Tuesday, August 27, 2013

Possible Burstnet Outage - Pending Verification

Noted a temporary interruption of services to Burstnet this evening, services back up before I could verify the outage.

If anyone is wondering, yes we are currently sourcing another provider, migration is planned for next month. Please stand by for updates, or follow us on Twitter (@GRASSFROG).

Friday, August 16, 2013

All Systems Go

I am pleased to report that Burstnet has completed the server migration and resolved whatever issues they had with bringing the server back online. All systems are currently good.

Friday evening update

No response yet from the data center with specifics on the server, which is still down as of 7:10 pm Friday. Unable to reach Burstnet by phone, but did send them an email as well as a message on Facebook. Will check again in a few hours and post an update as soon as I know more.

BurstNet Outage - Data Center Update

Heard from the data center this morning - here is what they had to say. Am still monitoring the server hourly and will post another update this afternoon.

Posted on: 16 August 2013 09:20 AM 
BurstNET has received your request for investigation into this issue.
We are currently working feverishly to attend to any reports of services still affected by the PA data center facility migration of the last week.
Any remaining issues with services not back online are most likely related to hardware issues, network adapters/port problems, or failed power supplies.
BurstNET has been working day and night to resolve any remaining issues, with majority of staff working many overtime hours to assist our client base.
This has been a very heavy workload for our staff with this major facility migration, but it had to get done. Fortunately it is only a one time occurrence, and following such, we can get back to the same reliable and stable service/uptime that BurstNET has provided for many years now.

You will receive a response to your support ticket once your specific issue is resolved, as techs are on the data center floor continuously working to resolve such issues until all issues are completed.

We expect the majority of these issues to be resolved shortly, and thank you for your understanding and continued patience.

Shawn A.

Thursday, August 15, 2013

Server Update

The server is still offline as Burstnet's data center migration continues. I test the connection twice an hour but have yet to see any change.

I have tracerouted the IP address to see if the connection is getting to burstnet, and it is (HostNoc is Burstnet), but once to the ISP, it's not getting to the physical machine, indicating that the machine is still unplugged.

I opened a service ticket on the 13th when the outage first occured, but have not heard back from them. I have called their offices several times, but no one answers even when you sit on hold for hours.

This afternoon, I wrote to Burstnet's executive team, requesting information on the outage and an ETA for resolution.

Meanwhile, I have my sysadmin spec'ing a new server to replace this one. The new server will be hosted at a different NOC (for obvious reasons), and is slated to be brought online within the next 2-3 weeks.

For any questions regarding your website, please send an email to, or check back here for updates, which I will post as soon as I know more.

Data center outages, while infrequent, do happen. We are all in this together, and I want to thank you for your patience as we work to get this resolved.

Tuesday, August 13, 2013

Update from Burstnet

Burstnet has responded that they are in the middle of their data center migration. Without specifics on our server, we now expect that this current outage is part of tomorrow's scheduled migration and are advising clients to hang tight and check back in on this blog for an updated post.

We have been unable to reach them via web chat, but are calling in and also messaging them through Facebook and Twitter.

We will continue to monitor this situation hourly, but expect it may not be resolved for several hours, possibly not until tomorrow when the migration was scheduled to be completed.

Thank you for your patience.

The data center has a server migration scheduled for tomorrow (see below).

BurstNET® is pleased to announce that our brand new facility in Dunmore, PA is ready for the relocation of your current Dedicated Server(s). We would like to schedule the move on August 14th starting at 9AM EST.  This move will cause some downtime for each server while it is being relocated. The relocation window is set for 6-8 hours, however, approximately 2-3 hours is a good estimate as to actual downtime. The move will be performed in phases, and downtime will be kept to an absolute minimum. This move will NOT require any changes to your IP space or DNS. The typical relocation scenario for each server will include a graceful shutdown, physical move (only 3 miles away), cabinet installation, and then server boot. We will have additional personnel onsite to oversee the relocation process, as well as to help facilitate the transition as smoothly as possible.

Today, there does appear to be a server issue with several sites down - at this point we are checking in to this to see if it's an infrastructure issue related to the move, or something that can be resolved quickly. Please check back here for updates.