I’m sorry I have to revert to this but given the usual Galaxy support takes several hours I see no other option than to post here in addition to having contacted their support and billing support email addresses.
I woke up this morning to a message from my uptime monitoring service that the services I host on galaxy are down. I had an annual pre-paid plan last year, but due to client’s needs having some variation in peak loads decided to cancel this reverting back to pay as you go hosting.
I received confirmation that my annual subscription was cancelled on 6th of December, expiring on the 10th.
I received an invoice for additional servers I have been running with payment confirmation on the 5th of December.
Logging in to Galaxy just now I’m told my service is suspended an of 4:40am UK time on the 12th of December.
Trying to restart my containers I see this is due to an overdue balance. I had absolutely no communication from Galaxy to this effect. I’m running two business-critical applications on my account so this is absolutely time critical.
Any recommendation how to get fast support from Galaxy to sort this out is welcome. Both applications affect users in Europe, so I cannot really wait until people on the US East coast are starting to work.
19 hours have passed and I’ve just been notified by the support that they ‘think’ my service is activated again.
- No form of apology.
- No clarification of the reason for the outage.
- Only: Your issue should be resolved. Please let us know if you still have issue (sic). Thanks for using Galaxy
Thank you to all those who made recommendations for alternative hosting. I’ve started the process of moving my products off Galaxy and will likely use Heroku or AWS moving forward. This has been an eye opener as to how badly Galaxy is supported when they simply suspend your account with no reason or accountability.
A day after the first update I had confirmation that this was human error by Galaxy and a brief apology. There was no advice how this could have been avoided through different comms channels or suggestion that they will review their process that led to this error. So the RFO I will sent to my clients will remain pretty bare.
I was also offered a refund of my previous month’s cost (given I had a 1GB annual subscription this was far less than the actual cost for that month.)
My request to be put onto a 1 hour SLA support (I really don’t use their support much so don’t expect this to generate cost or benefit me unless I experience a similar outage) remained unanswered.
My recommendation to clients will be mixed. I still like the ‘don’t worry about it’ approach whilst a VPS that I run elsewhere will likely take me more time to manage. But I will also put an emergency solution in place to:
- Make sure I have always an up to date deployment process to a VPS using the live database if needed.
- Make sure I can update DNS records faster (this is not Galaxy’s problem but caused me issues as I did not control the client’s DNS records) and they had a 24h TTL setting when I finally got through to their IT team.