downtime

Junior WebHelper Joined: 04 Jun 2006 Posts: 7

Hi,

If there is downtime, and the customers ask to compensate them. What can one do? Can he ask hosting company to pay for it? Actually, does hosting company guarantee the uptime? If no, what's the usually uptime for them?

thanx

Team Member Joined: 06 Jan 2002 Posts: 2564

It really depends on what your terms and conditions say. Some hosts have a separate SLA (service level agreement), which precisely outlines compensation which customers are entitled to.

Uptime guarantees are usually above 99.x%. However they vary greatly depending on the host, simply because of the cost of having a high uptime guarantee. If you're doing "value" then you obviously won't be offering a very high uptime guarantee, whilst if you're doing business hosting you should be offering a much higher one.

Junior WebHelper Joined: 02 Jun 2006 Posts: 6

Hi,

If you don't have an uptime SLA, there is nothing that you have to do
for them. Just use your best judgement when it comes to certain
situations and ask yourself is it fair to compensate for extended periods of downtime such as from drive failures even if you don't have an uptime
SLA. Remember, take care of your clients and they will in turn take care
of you.

If your reseller provider have an uptime SLA then you can ask for
compensation which you can pass along to your clients. I will say uptime
guarantees are shady so be very careful about what is promised and read it very carefully. You'll be surprised at what isn't part of the
guarantee.

Good reseller providers will have 99.8% or more IMO. Good luck.
guruji

Junior WebHelper Joined: 08 Jun 2006 Posts: 12

Daniel wrote:

Some hosts have a separate SLA (service level agreement), which precisely outlines compensation which customers are entitled to.

While some hosts say they'll refund you for that month of hosting, what they normally do is just credit it to your next months hosting, or credit a percentage to your hosting. Alot of hosts do that so they wont lose money.