You’re smart to wait. I’ve been stupid, it seems. I’ll let the email I just sent to Alchemy do the talking:
[font=Courier]Your company promises a 100% uptime guarantee. Can you please explain to me, then, what in the world just happened? Our server ([company name, IP]) simply “disappeared” about 13 hours ago. It did not respond to pings…simply nothing. I sent email requests to support from noel@-----.com and --------@gmail.com. I received NO response. About half an hour ago, I called your NOC. I reached the downtown NOC. It took him several minutes to find out that my server is in the LAX NOC. He tried to call that center but no one picked up the phone!!! I asked him if he was able to remotely monitor the servers there and he said no, citing the physical distance.
Suddenly, within a few minutes of my call, our server reappeared. The logs show no indication of any shutdown or malfunction. I can see that the server itself was unable to resolve name lookups as of 13 hours ago. It would appear that someone simply messed up something routing-wise in a big way. Please explain to me how this fits in with your 100% uptime guarantee. I would think that my one year prepayment for services would entitle me to better treatment than I have received thus far. This is the second time, since becoming a customer a week ago, that I have had a severely disappointing experience with your level of service.[/font]
I cc’ed Dreamhost’s support and sales addresses, but I’d like to know who else to send this to at Dreamhost to let them know that what they’re advertising (and bought a stake in!) seems to be having some real problems.