Thank you for your feedback. Please let me address each comment point by point:
1. This is unreal.. really a cloud server that can not be rolled back while you figure out what is wrong? Are you kidding me?
When the kernel update failed, the first thing we did was attempt to roll back the kernel. Unfortunately, this also failed. As Michael explained in a post above yours, this points to a hardware (processor) failure and we are currently having the hardware in the server checked, and replaced if necessary.
2. It is not OK that you have no eta.
Any ETA would be an absolute guess. We wouldn't feel comfortable advising you that the server will be online in any amount of time unless we were sure it would be back online by then. Under normal circumstances, and for most issues, we can give an ETA, but emergency maintenance is different.
I have client sites on here funneling thousands of dollars of leads to the email hosted on here.
3. I look unprofessional having recommended your server over oh lets say RACKSPACE who would never do a KERNEL update on a live server
I'm sorry to hear about your companies image. As I am sure you can imagine, this doesn't look great for us either. The bottom line is that there was a critical zero day root escalation exploit being used in the wild, and it was imperative that we update our servers before any client site was compromised and used to take full access to the server. We would normally perform extensive testing prior to updating our servers kernel, but in this case we needed to act quickly before anything bad could happen. The kernel patches we applied came from a trusted source and we felt confident we could update safely. Unfortunately, we didn't anticipate hardware failure in one of our newer servers.
You may wish to read more about the zero day vulnerability in our forum thread for that topic: http://forums.mddhos...-security-hole/