How do you handle downtime?
How do you handle downtime?
When deciding on a hosting company you do have to ask about how they compensate for downtime. Things do happen, hosting companies have their own problems. Security, updates, bad training, power, heat and provider issues are a few that can cause your site downtime.
Most hosting companies will give you a credit to be applied to your next invoice for your downtime. Most hosting companies require you to ask or submit a ticket for credit. Most do not automatically apply a credit for downtime.
some hosting companies provide maintenance, reboot, security and status information about their services on their site website or on a secondary site. You can also get third party monitoring. Most monitoring companies will send you an email report or text message when your site is down. They will also keep a report to list all your downtime, they can also monitor individual services. They usually do this for a monthly service fee, be sure to use an email address that is not on your hosting account, otherwise you won’t receive the reports when your site is down.
You should find out what the hosting companies ’service level agreement’ is. This is the agreement they provide you reguarding uptime, reliability, network uptime, and usually details how long your site can be down in a period of time before your eligible for a credit for downtime. The SLA and Terms of service is important be sure you read it! It is your legal contract with the hosting provider and is subject to change. The SLA should also explain the proper procedure for receiving a downtime credit or you could try to contact the billing or sales department.
Some companies offer redundant services, when your site is down at one data center a mirrored site can come up at another data center. Those options however, can be costly and time consuming to implement. If you have a dedicated server you can implement a second and third server for redundancy.
Sometimes downtime is caused because customers write bad scripts, are blacklisted for sending spam, have not updated their scripts to the newest version, or because they have violated their terms of service. Another reason a site may be down is because a customer hasn’t paid their bill. These may be simple reasons but when you have more then a few employees in charge of the different aspects of your website the ball can get dropped between billing, design, security and more. Make sure you have your own issues resolved or talk to everyone involved in the aspects of your website before you ask for a credit for downtime.
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