Editor’s note: Company name was erased from this post after they apologized respectfully about this issue, wont hire their services again but we appreciate their (late) reaction.

XXXXX is supposed to be one the biggest registrars and hosting companies on the Net. Not necessarily the best, but size should mean something.

We liked XXXXX (note the ‘d’ letter) because it was one of the first affordable java shared hosting that we got knowledge of when we started to externalize the hosting of Artifact Consulting S.L.U. ‘incubated’ web projects.

In a Java shared hosting it is usual to restart at a given time, for example 1 AM Arizona Time. This way the host establishes a common policy for all the apps hosted on a given JVM and different users can expect restarts to take place when told.

Last 15 September 2008 the XXXXX JVM restart did not take place for our account (it was not the first time), so we submitted a ticket and that’s how we got to experience the worst incident management we have ever seen (and our Engineers have been publishing web sites since 1998).

We could write for hours about what happened, especially annoying was how they said they had already answered when they didn’t in another amazing and unbelievable case of internet-swallowed-the-response-email-we-sent (at least they did not try to blame our spam filter which by the way is disabled).

Thanks God finally the ‘Advanced Technical Support Team’ from XXXXX was able to restart the JVM, is was 4 days later but it takes time to do ‘advanced technical’ work, like restarting a JVM.

We have job to do, summarizing, it doesn’t takes 4 days to re-start a JVM, takes 4 seconds and more important: do the XXXXX guys know what Quality assurance means?, doesn’t seems so, we are YET (7 days since the issue started) waiting for a response about what the hell happened and if it is going to happen again.