Hello Netcup Community,
I am experiencing severe and persistent disk I/O performance issues on one of my Netcup Root Servers for the past 2 days.
Affected Server: v2202510306504393820 - RS 2000 G12 iv Pro
I currently have 5 Root Servers with Netcup, and only this server is experiencing these issues.
The server hosts our main Enhance Control Panel for a multi-server cluster, along with multiple production websites. While websites on the other servers are working normally, customers cannot reliably manage their websites because the central control panel frequently becomes unresponsive or completely inaccessible.
Technical Issues:
- Disk write latency (w_await) exceeding 1,500 ms, even shortly after reboot.
- Disk utilization reaching 96%, with significant I/O wait.
- Performance deteriorates further over time, causing repeated website and control panel outages.
- Even small disk writes experience extreme delays.
Troubleshooting Already Performed:
- Multiple server reboots.
- Various server-level optimizations and configuration changes.
- Applied Netcup's Storage Optimization feature.
- Verified disk space, RAM, CPU, and running services.
- No snapshots are present on the server.
Despite all these attempts, the issue persists. The measurements above were taken shortly after reboot, and performance becomes considerably worse as the server continues running.
Support Concern:
I submitted a support request through the Netcup Helpdesk after being redirected from the CCP. It has been 2 days without even an acknowledgement or confirmation that the issue is being investigated.
This ongoing downtime is severely affecting our business operations, customer trust, and reputation.
Could Netcup urgently investigate the underlying storage infrastructure, check for host-level I/O problems, and consider migrating this server to another host node if necessary?
I would appreciate an urgent response or escalation, as this situation has become unacceptable for production hosting.
Thank you.