tomp
07-19-2006, 11:52 AM
From time to time we receive an email that a customer is unable to reach our website and/or the services they have with us. With very few exceptions the issue has not been on our end but rather with the other Internet providers in the path from the end customer to Myriad.
1. Just because you can get to other websites and not ours (or yours), does not mean we are down. The Internet (http://en.wikipedia.org/wiki/Internet) is complex as is the way traffic is routed (http://en.wikipedia.org/wiki/Routing) from one destination to another.
For example to get to www.google.com (http://www.google.com) your Internet provider (http://en.wikipedia.org/wiki/Internet_service_provider) may pass traffic through provider X which passes traffic to Y which then delivers your traffic to www.google.com (http://www.google.com)
In the same example your Internet provider may pass traffic through provider B which passes traffic to C (which is down) thus making it appear that everything is up except Myriad Network (http://www.myriadnetwork.com).
For customers coming from overseas (http://en.wikipedia.org/wiki/Overseas) you will typically have your traffic passed to 3 or more Internet providers (and lots of networking equipment) before it reaches our network. If trouble exists anywhere along that path it may appear to the end user we are down.
2. We are brutally honest about uptime and downtime. If something comes up 24 hours a day, 7 days a week we will immediately post something in our customer forums (here). We will keep you abreast of the situation as we have information to pass to you.
3. The best thing you can do to assist us when you think their is network trouble is to send a traceroute (http://en.wikipedia.org/wiki/Traceroute)from your location to both www.myriadnetwork.com (http://www.myriadnetwork.com) and to your website (http://en.wikipedia.org/wiki/Website). When you open up your ticket be sure to include this information along with any other information you think is relevant to the situation.
- Information such as "I just installed a new firewall (http://en.wikipedia.org/wiki/Firewall)or anti virus (http://en.wikipedia.org/wiki/Antivirus) product" or "Email (http://en.wikipedia.org/wiki/Email) seems to work but I can't pull up the website" is very helpful to us.
1. Just because you can get to other websites and not ours (or yours), does not mean we are down. The Internet (http://en.wikipedia.org/wiki/Internet) is complex as is the way traffic is routed (http://en.wikipedia.org/wiki/Routing) from one destination to another.
For example to get to www.google.com (http://www.google.com) your Internet provider (http://en.wikipedia.org/wiki/Internet_service_provider) may pass traffic through provider X which passes traffic to Y which then delivers your traffic to www.google.com (http://www.google.com)
In the same example your Internet provider may pass traffic through provider B which passes traffic to C (which is down) thus making it appear that everything is up except Myriad Network (http://www.myriadnetwork.com).
For customers coming from overseas (http://en.wikipedia.org/wiki/Overseas) you will typically have your traffic passed to 3 or more Internet providers (and lots of networking equipment) before it reaches our network. If trouble exists anywhere along that path it may appear to the end user we are down.
2. We are brutally honest about uptime and downtime. If something comes up 24 hours a day, 7 days a week we will immediately post something in our customer forums (here). We will keep you abreast of the situation as we have information to pass to you.
3. The best thing you can do to assist us when you think their is network trouble is to send a traceroute (http://en.wikipedia.org/wiki/Traceroute)from your location to both www.myriadnetwork.com (http://www.myriadnetwork.com) and to your website (http://en.wikipedia.org/wiki/Website). When you open up your ticket be sure to include this information along with any other information you think is relevant to the situation.
- Information such as "I just installed a new firewall (http://en.wikipedia.org/wiki/Firewall)or anti virus (http://en.wikipedia.org/wiki/Antivirus) product" or "Email (http://en.wikipedia.org/wiki/Email) seems to work but I can't pull up the website" is very helpful to us.