This post is a continuation of the site downtime issues with my wife’s site www.cakebysadiesmith.co.uk which I original posted about here Site downtime ongoing issue.
On the 8th Jan I updated the ticket to report some more downtime and again backed this up with data from Uptime Robot:
The alerts have reduced since the site was moved over to a new load balancer on the 1st Jan but alerts were starting to be raised again. I raised the ticket at 9:21 pm on the 8/1 and didn’t get a response until 8:14 am the next day which from my previous experience was slow. The response also just stated to ‘Please bear with us while we are investigating this.’ which appeared to me to be a get this off our ticket system stats as a response.
However I did receive another ticket later in the day stating that the issue had been escalated and that their monitor system does show an http error at this time bit not what has caused it.
Correspondence continued for the next few days but no resolution. I then received this offer:
I have had install on the site for sometime the WP Super Cache plugin and had configured this myself. The support guy at Tsohost basically offered to configure this properly for me as he felt that this should resolve the issues.
Problem solved
After a few weeks worth of alerts this appears to have fixed the issue or masked the underlying issue as the site is now cached and requests aren’t made to the server for the full site every time. I did have to raise an additional ticket as updated to the site were not instant and I wanted to confirm that as the site was now cached I am waiting for this to refresh to see changes.
Was I happy with Tsohost support in this instance?
This did take a while to resolve and at times some support responses were slow or claiming there was not an issue (again having a third party site monitoring services helps here). However I have to remind myself that I am paying £2.99 per month for this service and for a member of their support team to take time to configure a plugin I was using I can’t really complain in fact I should be singing their praises.