Whatever is going on it does not look simple at all and it is affecting multiple regions and services.
So if I am reading this ok, one of Level 3 cables from CenturyLink in New Orleans is down and that is causing all kind of issues for lots of regions and companies which uses something in that region. This also affect interconnection with some parts of Europe and Australia towards New Orleans. Downdetector shows that even some other ISPs also have problems in that same region.
This kind of problem is NOT DB reponsibility or fault. Even if DB have SLA agreement with their provider.
I’d be interested to hear your views as to why this isn’t DB’s responsibility.
These are my thoughts;
The main service provider to us is DB, any services they sub-contract out is their problem and they are free to pick and choose these providers and locations of servers.
With online services where high availability is important, there are plenty of IT solutions to help prevent outages.
Eg. Having multiple internet providers, holding mirror servers on other continents.. or how about they postpone the event? This isn’t a case of your neighbours Internet is broken so you let them use your WiFi for a bit, this is business.
Since this game REQUIRES an active internet connection (no offline mode available), then it’s up to DB to ensure it is available as close to 100% of the time as is possible.
Trying to think of some analogies..
In the EU (possibly other parts of the world), if your plane is delayed beyond a certain amount of time or cancelled, then you are entitled to be put on a different flight ASAP. Even if that means your airline has to pay for a business seat on a competitors airline. If there are no flights, the airline has to be for your hotel, food and transport until a flight becomes available.
The only exception to this is if your flight it cancelled due to reasons outside of their control. Essentially, natural disaster, terrorist incidents, that kind of thing.
Linking this back to STT - it is within DB’s control to have backup internet connectivity. Other commercial suppliers will use different routes to other geographical locations. And as the service (game) depends on that connection, they must exhaust all IT options in order to allow that connection between us and their servers. Or, accept that the matter is within their control and compensate players affected accordingly. That’s a business decision for them to make.
The line “it’s a global internet issue” simply doesn’t wash.
Thank you to all those who tried the link.
Our Ops team has been on the case, the nature of the outage is such that there is nothing we can do on our end.
Our relationship is with DB, they are providing the service and the logistics of how they provide this should be none of our concern.
I have worked for a third party before and one of our customers refused to take out 24/7 cover. They then called us at 5:35 pm on a Friday with a P1 issue that would leave them facing extreme punishment from their customer for failure to provide service. We had no relationship with their customer and had provide our contracted level of service to our customer (who quickly paid an inflated price for 24/7 cover).
The problem turned out to be that IIS needed restarting on the servers our customer hosted and we fixed it in 15 minutes.
Our relationship is with DB, they are providing the service and the logistics of how they provide this should be none of our concern.
I have worked for a third party before and one of our customers refused to take out 24/7 cover. They then called us at 5:35 pm on a Friday with a P1 issue that would leave them facing extreme punishment from their customer for failure to provide service. We had no relationship with their customer and had provide our contracted level of service to our customer (who quickly paid an inflated price for 24/7 cover).
The problem turned out to be that IIS needed restarting on the servers our customer hosted and we fixed it in 15 minutes.
So are you saying have you tried turning it off and back on again :P
So are you saying have you tried turning it off and back on again :P
Lol pretty much.
Although in our case checking that the web server is started is one of the first things we check when customers complain that their web server is not working!
Thank you to all those who tried the link.
Our Ops team has been on the case, the nature of the outage is such that there is nothing we can do on our end.
You can do nothing about this outage. What a surprise? Can you at least do something to level the playing field of current event?
The main service provider to us is DB, any services they sub-contract out is their problem and they are free to pick and choose these providers and locations of servers.
With online services where high availability is important, there are plenty of IT solutions to help prevent outages.
Our relationship is with DB, they are providing the service and the logistics of how they provide this should be none of our concern.
First let us not mix up service accessibility issue with customer experience. You are absolutely right that we as customer should not be worried whose fault is it, and I already said that in my first post, little lower in post.
Service accessibility is responsibility of service provider toward DB. Your airplane analogy is good but not applicable to legal requirement for ISPs and IIS. That is something I know for fact as I work in such branch in EU. I am not sure about US legislation.
But let us say for simplicity sake that service is DBs responsibility. Then according to legal requirement DB should have main link and backup link when main is down. As far as I can say they DO have backup link because backup link is also legaly defined how strong it should be comparing to main link. Game is actualy working but really slow, and that is something normal for backup service. In that department DB has already done everything law requires. There are also legal definitions how long can service be "down" due to "higher circumstances" such as damaged cable.
On the OTHER HAND: Customer experience with the game itself and playability REALLY is DB reponsibility. And we as players should not be concerned with all of this legal stuff. And that I also said in previous post. If game is not working for some of us, we should be compensated for lack of service. With that your airplane analogy if fine.
Thank you to all those who tried the link.
Our Ops team has been on the case, the nature of the outage is such that there is nothing we can do on our end.
You can do nothing about this outage. What a surprise? Can you at least do something to level the playing field of current event?
That’s pretty much impossible at this stage. I just hope I can still get Etana to 5*
I can’t access the game at all but shans link is fine
The main service provider to us is DB, any services they sub-contract out is their problem and they are free to pick and choose these providers and locations of servers.
With online services where high availability is important, there are plenty of IT solutions to help prevent outages.
Our relationship is with DB, they are providing the service and the logistics of how they provide this should be none of our concern.
First let us not mix up service accessibility issue with customer experience. You are absolutely right that we as customer should not be worried whose fault is it, and I already said that in my first post, little lower in post.
Service accessibility is responsibility of service provider toward DB. Your airplane analogy is good but not applicable to legal requirement for ISPs and IIS. That is something I know for fact as I work in such branch in EU. I am not sure about US legislation.
But let us say for simplicity sake that service is DBs responsibility. Then according to legal requirement DB should have main link and backup link when main is down. As far as I can say they DO have backup link because backup link is also legaly defined how strong it should be comparing to main link. Game is actualy working but really slow, and that is something normal for backup service. In that department DB has already done everything law requires. There are also legal definitions how long can service be "down" due to "higher circumstances" such as damaged cable.
On the OTHER HAND: Customer experience with the game itself and playability REALLY is DB reponsibility. And we as players should not be concerned with all of this legal stuff. And that I also said in previous post. If game is not working for some of us, we should be compensated for lack of service. With that your airplane analogy if fine.
Some people are able to access but are slow (which could be caused by other non DB services being redirected onto their normal connection)
I have not been able to login in for the entire period of the event (3 hours and counting) and this is a significant disadvantage on this type of event.
Can reach the URL but its very slow, same in the game, everything takes a long time to do. To keep up with the others who can play as usual is nearly impossible.
I've been unable to log into the game for nearly two hours. Before that, it was excruciatingly slow, like every-shuttle-takes-three-minutes-to-send slow. Needless to say, I haven't been able to start the event the way I had planned, and I was going to go for top 1k and Warship Doctor to further my Warship collection. Seems impossible now.
I've been unable to log into the game for nearly two hours. Before that, it was excruciatingly slow, like every-shuttle-takes-three-minutes-to-send slow. Needless to say, I haven't been able to start the event the way I had planned, and I was going to go for top 1k and Warship Doctor to further my Warship collection. Seems impossible now.
same here , all i have managed to do is set the shared crew member , have not been able to send a single shuttle so far, hope the rest of my fleet mates are fairing better then me.
The main service provider to us is DB, any services they sub-contract out is their problem and they are free to pick and choose these providers and locations of servers.
With online services where high availability is important, there are plenty of IT solutions to help prevent outages.
Our relationship is with DB, they are providing the service and the logistics of how they provide this should be none of our concern.
But let us say for simplicity sake that service is DBs responsibility. Then according to legal requirement DB should have main link and backup link when main is down. As far as I can say they DO have backup link because backup link is also legaly defined how strong it should be comparing to main link. Game is actualy working but really slow, and that is something normal for backup service. In that department DB has already done everything law requires. There are also legal definitions how long can service be "down" due to "higher circumstances" such as damaged cable.
On the OTHER HAND: Customer experience with the game itself and playability REALLY is DB reponsibility. And we as players should not be concerned with all of this legal stuff. And that I also said in previous post. If game is not working for some of us, we should be compensated for lack of service. With that your airplane analogy if fine.
I got a fair way into SLA’s on business level hosting/internet services in previous jobs, but I’m not experienced enough to know how that all translates into law. I’ve looked into a few datacentres and hosting solutions for business before and I know it’s not simply a case of plug in a server and trusting the rest to them if you need a high availability service. There are choices about external connectivity and options for redundancy.
DB chose their hosting datacentre and either take a package deal including connectivity, or pick that separately. Whichever way, some providers are going to be better than others. It feels like, DB have possibly chosen a route here that offers best cost, with a reasonable garuntee of uptime. But the emphasis here is choice. They could have perhaps decided to spend 30% more on a better quality service with more redundant peers at key points.
I know for sure is that STT requires an internet connection and from my part, I tick the box there several times over (Home WiFi, cellular, work WiFi, etc). All of these services are currently working fine.
What I dislike is reading “Internet is having issues globally” as an excuse. It is a line that many people will swallow, because it’s used all to often in many offices, businesses and other day to day places of trade and that’s before we even consider home or entertainment services.
DB: I lost my tux at the cleaners! I locked my keys in the car! An old friend came in from out of town! Someone stole my car! There was an earthquake! A terrible flood! Locusts! IT WASN'T MY FAULT, I SWEAR TO GOD!
not sure if it is related but just took roughly a hour to reconect to this page, plus now I lost the conection to the game again and it wont load past the first loading text, this has not been your Christmas guys
Comments
What was that definition of insanity again?
I’d be interested to hear your views as to why this isn’t DB’s responsibility.
These are my thoughts;
The main service provider to us is DB, any services they sub-contract out is their problem and they are free to pick and choose these providers and locations of servers.
With online services where high availability is important, there are plenty of IT solutions to help prevent outages.
Eg. Having multiple internet providers, holding mirror servers on other continents.. or how about they postpone the event? This isn’t a case of your neighbours Internet is broken so you let them use your WiFi for a bit, this is business.
Since this game REQUIRES an active internet connection (no offline mode available), then it’s up to DB to ensure it is available as close to 100% of the time as is possible.
Trying to think of some analogies..
In the EU (possibly other parts of the world), if your plane is delayed beyond a certain amount of time or cancelled, then you are entitled to be put on a different flight ASAP. Even if that means your airline has to pay for a business seat on a competitors airline. If there are no flights, the airline has to be for your hotel, food and transport until a flight becomes available.
The only exception to this is if your flight it cancelled due to reasons outside of their control. Essentially, natural disaster, terrorist incidents, that kind of thing.
Linking this back to STT - it is within DB’s control to have backup internet connectivity. Other commercial suppliers will use different routes to other geographical locations. And as the service (game) depends on that connection, they must exhaust all IT options in order to allow that connection between us and their servers. Or, accept that the matter is within their control and compensate players affected accordingly. That’s a business decision for them to make.
The line “it’s a global internet issue” simply doesn’t wash.
It took nearly a minute to load, but it did eventually. Definitely didn’t load as quickly as it should.
Our Ops team has been on the case, the nature of the outage is such that there is nothing we can do on our end.
I can reach the URL, although it loads slow. Connectivity to the game seems to have improved somewhat. For me at least.
No, I am sorry.
Our relationship is with DB, they are providing the service and the logistics of how they provide this should be none of our concern.
I have worked for a third party before and one of our customers refused to take out 24/7 cover. They then called us at 5:35 pm on a Friday with a P1 issue that would leave them facing extreme punishment from their customer for failure to provide service. We had no relationship with their customer and had provide our contracted level of service to our customer (who quickly paid an inflated price for 24/7 cover).
The problem turned out to be that IIS needed restarting on the servers our customer hosted and we fixed it in 15 minutes.
So are you saying have you tried turning it off and back on again :P
https://status.ctl.io/history/68d99a34-94e8-4fdf-af20-8612e335f97d
Lol pretty much.
Although in our case checking that the web server is started is one of the first things we check when customers complain that their web server is not working!
You can do nothing about this outage. What a surprise? Can you at least do something to level the playing field of current event?
First let us not mix up service accessibility issue with customer experience. You are absolutely right that we as customer should not be worried whose fault is it, and I already said that in my first post, little lower in post.
Service accessibility is responsibility of service provider toward DB. Your airplane analogy is good but not applicable to legal requirement for ISPs and IIS. That is something I know for fact as I work in such branch in EU. I am not sure about US legislation.
But let us say for simplicity sake that service is DBs responsibility. Then according to legal requirement DB should have main link and backup link when main is down. As far as I can say they DO have backup link because backup link is also legaly defined how strong it should be comparing to main link. Game is actualy working but really slow, and that is something normal for backup service. In that department DB has already done everything law requires. There are also legal definitions how long can service be "down" due to "higher circumstances" such as damaged cable.
On the OTHER HAND: Customer experience with the game itself and playability REALLY is DB reponsibility. And we as players should not be concerned with all of this legal stuff. And that I also said in previous post. If game is not working for some of us, we should be compensated for lack of service. With that your airplane analogy if fine.
That’s pretty much impossible at this stage. I just hope I can still get Etana to 5*
I can’t access the game at all but shans link is fine
Some people are able to access but are slow (which could be caused by other non DB services being redirected onto their normal connection)
I have not been able to login in for the entire period of the event (3 hours and counting) and this is a significant disadvantage on this type of event.
Yep buts slower then me walking up a step hill
Thank you.
I'm from Argentina and I just do this and it work... Slowly... But at least I was able to login and do something.
"Only two things are infinite, the universe and human stupidity, and I'm not sure about the former." - Albert Einstein
same here , all i have managed to do is set the shared crew member , have not been able to send a single shuttle so far, hope the rest of my fleet mates are fairing better then me.
I got a fair way into SLA’s on business level hosting/internet services in previous jobs, but I’m not experienced enough to know how that all translates into law. I’ve looked into a few datacentres and hosting solutions for business before and I know it’s not simply a case of plug in a server and trusting the rest to them if you need a high availability service. There are choices about external connectivity and options for redundancy.
DB chose their hosting datacentre and either take a package deal including connectivity, or pick that separately. Whichever way, some providers are going to be better than others. It feels like, DB have possibly chosen a route here that offers best cost, with a reasonable garuntee of uptime. But the emphasis here is choice. They could have perhaps decided to spend 30% more on a better quality service with more redundant peers at key points.
I know for sure is that STT requires an internet connection and from my part, I tick the box there several times over (Home WiFi, cellular, work WiFi, etc). All of these services are currently working fine.
What I dislike is reading “Internet is having issues globally” as an excuse. It is a line that many people will swallow, because it’s used all to often in many offices, businesses and other day to day places of trade and that’s before we even consider home or entertainment services.