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I'm a Linode customer. I have been calling on a regular basis because I have a hosted service for my customers (thousands of them) that has been all but dead f

I'm a Linode customer. I have been calling on a regular basis because I have a hosted service for my customers (thousands of them) that has been all but dead for 24 hours now. If I hear 'we are working on it' one more time, I may lose my mind. My customers are suffering severely, and I'm losing thousands of dollars as we speak. They keep telling me they are working with their upstream provider and that it's out of their hands. I'm not paying their upstream provider. I don't have a service agreement with their upstream provider. I'm paying them based on the service agreement I have with them. This is either a completely new level of DDoS or they are just completely incompetent in their way of handling it. In any case, I believe that Linode is going to suffer greatly for this in terms of lost customers. They're going to lose me by the end of next week, that's for certain.

deleted 11y ago
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dwightgunning 11y ago
>> This is either a completely new level of DDoS or they are just completely incompetent in their way of handling it. My take is that it's somewhere in the middle. This type of outage has in the past, and will potentially in future, hit providers at all price points regardless of their SLAs and guarantees. In my experience (and other comments indicate) Linode are genearlly very reliable. This isn't a mickey mouse, dirt-cheap VPS operation. The communication hasn't been awesome but by keeping an eye on status.linode.com I personally have felt reasonably well informed. If you trust they're working on it and doing the best they can. Other commenters suggest this is a fairly sophisticated, deliberate and sustained attack. They're putting significant resources toward it. It also seems whoever is behind it has potentially gained inside knowledge of their network topology. Based that understand, I'm not wasting my time calling them or sitting around hitting F5. I'm working to improve my systems' architecture for resiliency in this type of situation. That involves geo-distributed, multi-site redundancy and fail-over. My advice: be optimistic and proactive.
brandon272 11y ago
Why do you not have a disaster recovery plan that allows you to restore services to your customers in case of outage or other emergency? I'm asking sincerely. I wouldn't be able to sleep at night if I had a SaaS product with thousands of customers and no way to restore service if my primary provider went down for an extended period of time.
adamzoz 11y ago
What SLA do you have with them? I'm pretty sure it is the one where they will give a credit for the time they are down, I'm also pretty sure that your hosting on max a $90 Linode so that would be like $6. There are SLA's available from hosts that will give the whole month ,1/4 or even year back if they miss even a single month's 99.99% This is past a joke now this whole period of downtime but still Linode is not a big dollar hosting outfit, need a plan B for when a region or all of Linode goes down.

deleted 11y ago

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dwightgunning 11y ago

>> This is either a completely new level of DDoS or they are just completely incompetent in their way of handling it. My take is that it's somewhere in the middle. This type of outage has in the past, and will potentially in future, hit providers at all price points regardless of their SLAs and guarantees. In my experience (and other comments indicate) Linode are genearlly very reliable. This isn't a mickey mouse, dirt-cheap VPS operation. The communication hasn't been awesome but by keeping an eye on status.linode.com I personally have felt reasonably well informed. If you trust they're working on it and doing the best they can. Other commenters suggest this is a fairly sophisticated, deliberate and sustained attack. They're putting significant resources toward it. It also seems whoever is behind it has potentially gained inside knowledge of their network topology. Based that understand, I'm not wasting my time calling them or sitting around hitting F5. I'm working to improve my systems' architecture for resiliency in this type of situation. That involves geo-distributed, multi-site redundancy and fail-over. My advice: be optimistic and proactive.

brandon272 11y ago

Why do you not have a disaster recovery plan that allows you to restore services to your customers in case of outage or other emergency? I'm asking sincerely. I wouldn't be able to sleep at night if I had a SaaS product with thousands of customers and no way to restore service if my primary provider went down for an extended period of time.

adamzoz 11y ago

What SLA do you have with them? I'm pretty sure it is the one where they will give a credit for the time they are down, I'm also pretty sure that your hosting on max a $90 Linode so that would be like $6. There are SLA's available from hosts that will give the whole month ,1/4 or even year back if they miss even a single month's 99.99% This is past a joke now this whole period of downtime but still Linode is not a big dollar hosting outfit, need a plan B for when a region or all of Linode goes down.