Veovondi

I appreciate all the hard work you guys put in getting the servers back up. 
I'm sure it wasn't easy with all the rage and flaming going on.
 
Just wanted you guys to know someone appreciates your hard work!
 
Thanks!

Communication is my big issue. been down over 40 hours and going on 50 hours on my ticket. Not a word to me. They have our money and really don't care if we are pissed off. If they did they would say something more than they are.   
 
I would lot rather hear.. "Hey we though we could get 6 VMs on every machine but we can due to the High CPU usage of the new patch. We are now in the process of spinning up new VMs on more machines. This will only allow use to get about 60% of affected machines up and going. It will Tuesday or wednesday before new machines are installed and at that time we can get back to 100%. We will be happy to prorate your bill next month to compensate ot offer a refund if you wish to cancel your services." 
What we currently have is ... " Conan fried our machines and we will be up when we are up."

^^^ 
Been screaming this for 2 days... Just not as nicely put. 

Some people drink the coolaid that others try and sell them.
 
I have several Conan dedicated servers. One of them was hosted by Survival Servers. This server has been up for 6 hours stable during the last 4 days.
 
My other servers hosted by other companies which I will not name here, are perfect. Do not crash, have no issues, no CPU spikes. I also have tools that monitor CPU activity for my other servers and I really do not see anything abnormal.
 
The issue is, other companies actually if you notice when you go to purchase a server, they will say, not available. Because they leave overhead of 20% so that their current customers are not impacted. Some companies will easily over commit and over deploy even though they really should not. They say things like, the customer deals with lag here and there its ok.
 
Survival Servers really has the wrong model and bad administration practices which lead to an entire breakdown of their service. They are one of the cheapest providers, I got a 60 slot server for 37$ a month, that is basically cheaper then all of the industry. Good thing about being cheap is, you get a lot of people requesting servers, the bad part is, you do not have the infrastructure to actually deal with the increased demand and overhead. And it takes days and even weeks to climb out of a provisioning hole, I know. I manage virtual infrastructure at a very large company.
 
Now take Conan Exiles, non-optimized alpha code, this requires even more resources, throw those servers on the same hosts with other servers like Ark, and now you have a real big problem, one service is affecting another service.
 
Reality is; Survival Servers is NOT fixing any bug with the Conan Exiles game or with their servers, maybe their custom management software needs a fix, but overall, they are ordering and provisioning new virtual hosts so they can deal with the expanded load, while doing damage control to keep whatever customers they have.
 
I think the estimated time Wednesday is the day they hope to have some new hosts online to balance out the load.
 
Another thing happened, they started throwing servers on the same IP space, this brought up a new Funcom Conan bug, with servers sharing the same IP space that had to be fixed. My other servers have dedicated IP, when I query my survival server, 4 other servers show up using my same IP space. This actually prevents you using DNS to your own server for short names.
 
My Survival Server has been in stopped state for 2 days. Nothing wrong with it. FTP data looks very normal. The ONLY reasons its not able to be started is because it is admin locked. If they start my server which is a 60 slot server, they feel it will crash the host, this is due to the fact that they overcommitted my host.

I think it's very unprofessional to continue renting new servers out apparently knowing they won't run. I know my server has been in unknown status and locked with staff intervention for well over 24 hours and the forums are full of people with this same excuse that have bought their server since long after mine went down. At least stop taking more peoples money till you take care of the customers you already have.

As a Senior Software Engineer with nearly a decade of work experience: there is no such thing as a "cpu leak". There are memory leaks and cpu spikes, but there are no "cpu leaks".

Right. 
 
I run (network and systems admin) a small (87 device 350 vm) server farm for my company. 
I understand how these things work and the logistics in running them. We do not have near the user base that someone like SS would have but I promise you if I had a server down for more than 4 hours I would lose my job right then. You always have a back up plan. You always have spare hardware that you can spin up new VMs on. I know for a fact my VM is not down because I have be able to access my FTP without interruption. 
No doubt this will cost them some users and some refunds. It wont be the death of SS. But hopefully if they look at these and see that people are upset and do not believe what we are being told then they will decide in the future to be more honest and open with the communication. 
I would lot rather hear.. "Hey we though we could get 6 VMs on every machine but we can due to the High CPU usage of the new patch. We are now in the process of spinning up new VMs on more machines. This will only allow use to get about 60% of affected machines up and going. It will Tuesday or wednesday before new machines are installed and at that time we can get back to 100%. We will be happy to prorate your bill next month to compensate ot offer a refund if you wish to cancel your services." 
What we currently have is ... " Conan fried our machines and we will be up when we are up."

Yep.  I've withheld my rants a few times.  I'm in IT datacenter management and this lack of communication is really bad.  The system failures suggest poor planning and design. The lack of meaningful communication is a failure in customer service.  You can be insanely busy and still prioritize a stickied post for regular updates and reasonable Twitter updates that suggest some kind of progress is being made.
 
I have a really hard time having any confidence in the infrastructure design and support abilities of this crew.  They should be telling people that they'll offer an account credit for the trouble and sharing what kind of progress they are making (not just saying "we are overwhelmed" or "problems with a patch".  Leaving a bunch of game admins hanging not only damages their reputation as a hosting provider but damages the admins reputation since they can't provide any meaningful updates to the gamers that play on their servers.
 
Frustrating all around.  Our server has been offline almost all of Sunday and today.