We have been experiencing a cluster outage since 6 October, and we believe that more than enough time has passed for a problem of this severity to have been resolved.
The situation is becoming untenable. Day after day, we are left uncertain as to what new problem may arise and how it might affect the operation of our systems. This is part of a recurring pattern of issues, many of which remain unresolved.
Last week, for example, the web interface stopped working. Despite chasing support every day, we received inconsistent and seemingly speculative responses. Then, after several days, the web interface suddenly started working again, without anyone providing us with an explanation of what had happened or what had been done to resolve the issue.
On top of this, we are experiencing other problems, such as the smb-notify process consuming excessive amounts of memory on our NAS devices, ultimately causing the server to crash. There are also numerous other issues that remain unresolved to this day.
We believe that the handling of these incidents leaves a great deal to be desired in terms of efficiency, responsiveness and the priority given to issues that directly affect the availability and stability of our systems.
We therefore request a clear response and a firm commitment to resolving these incidents, including a realistic timeframe for resolution, regular updates on progress, and an action plan to prevent these situations from recurring.
We hope that this formal complaint will ensure that the outstanding issues are given the priority they require and that we finally receive concrete, definitive solutions.