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Task Description: arvixe support Ticket# - #/# - PRB: webhost server down - ERROR: none, page doesn't load, times out

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Content: use HTML Edit Content <h1 style="text-align: center;">FIX-PRB-6328</h1> <h2>[previously]</h2> <ol> <li><strong>[2016-07-07]</strong></li> <ol> <li><strong>x] PROBLEM:</strong> site doesnt load;</li> <li><strong>x] REFERENCE:</strong> chat support, Ticket ID&nbsp;#_______, then contacted chat support (2016-07-07)</li> <li><strong>x] CAUSE: ??&nbsp;suspect</strong>&nbsp;</li> <li><strong>x] SOLUTION:</strong> problem was resolved by arvixe staff. estimated outage time frame, approx&nbsp;2+ hours&nbsp;</li> <li><strong>*] NOTES:</strong> chat log attached, SITE has been up/down all day today.</li> </ol></ol> <h2>[currently]</h2> <ol> <li>] &nbsp;</li> </ol> <h2>[next]</h2> <ol> <li>]&nbsp;</li> </ol> <h2>&nbsp;</h2> <hr /> <h2><strong>EMAIL -&nbsp;Ticket ID&nbsp;# ########</strong></h2> <p>none</p> <h2>ERROR:&nbsp;message/details</h2> <div><hr /></div> <div> <div><br />&gt; FIX-PRB - server down</div> <div>- no error message - Site doesnt load, home page loads on local machine(cached version?) then access any page times out</div> </div> <h2>&nbsp;</h2> <div> <h2>CHAT&nbsp;log - 2016-07-27</h2> <hr /> <div><span>Chat ID: 29285498 Initial Question: server basil is EXTREMELY slow or not </span></div> <div><span>responding&nbsp; </span></div> <div><span>9:03:00 PM Shailendra K&nbsp; Hello . Welcome to Arvixe live chat. I apologize for </span></div> <div><span>the wait time. My name is Shailendra. I will review your question and get back </span></div> <div><span>to you. </span></div> <div><span>9:03:00 PM Shailendra K Hi </span></div> <div><span>9:03:07 PM Shailendra K We are aware of the issue. </span></div> <div><span>9:03:14 PM Shailendra K Issue will be fixed shortly. </span></div> <div><span>9:03:21 PM Shailendra K You can check back in couple of hour. </span></div> <div><span>9:03:45 PM don sagrott OK sounds great. Can I get credit for the downtime? </span></div> <div><span>9:04:45 PM Shailendra K Higher level team will resolve it. </span></div> <div><span>9:04:49 PM Shailendra K&nbsp; Is there anything else I can assist you with today? </span></div> <div><span>9:05:07 PM don sagrott Can I get credit for the downtime?&nbsp; </span></div> <div><span>9:05:38 PM Shailendra K No sir </span></div> <div><span>9:06:04 PM don sagrott What about your 99.9% uptime guarantee? </span></div> <div><span>9:11:32 PM Shailendra K Since the server is not down we cannot provide credit. </span></div> <div><span>9:14:40 PM don sagrott my websites are NOT accessible, your going to tell me </span></div> <div><span>the server is NOT down, I don't get it?&nbsp; </span></div> <div><span>9:17:25 PM Shailendra K Should I place a ticket to provide compensation for </span></div> <div><span>website downtime? </span></div> <div><span>9:17:46 PM don sagrott Yes </span></div> <div><span>9:21:46 PM Shailendra K&nbsp; Log into your Customer Area here: </span></div> <div><span><a href="https://customers.arvixe.com/clientarea.php">https://customers.arvixe.com/clientarea.php</a> Scroll to the left and provide us </span></div> <div><span>the Support Code you see under "Support Options" here to verify. </span></div> <div><span>9:23:21 PM don sagrott 85900-AMY9A&nbsp; </span></div> <div><span>9:23:44 PM Shailendra K&nbsp; Thank you for the authentication. </span></div> <div><span>9:23:46 PM Shailendra K&nbsp; Can you please on hold for 2-3 minutes while I review </span></div> <div><span>your account? </span></div> <div><span>9:24:00 PM don sagrott yes </span></div> <div><span>9:28:38 PM Shailendra K FDQ-505-39763 is the ticket number to provide </span></div> <div><span>compensation for downtime. </span></div> <div><span>9:29:44 PM don sagrott OK, do I need to do anything else ? </span></div> <div><span>9:30:21 PM don sagrott Can you give me an idea of approximately how long will </span></div> <div><span>it take? </span></div> <div><span>9:30:23 PM Shailendra K All done. </span></div> <div><span>9:30:39 PM Shailendra K You can check status within 4-5 hours. </span></div> <div><span>9:31:06 PM don sagrott OK, Then thanks for your help this evening. </span></div> <div><span><br /></span></div> </div>