Downtime refund policy

[admin]

*NOTE* Old post just moved in to News and Announcements

Since there has been some confusion with the refund policy for our 99.9% uptime guarantee, we have created a new policy.

1)Any user who feels that their site or function of their site is down due to issues with our network and/or server's, will qualify to have their submision reviewed for refund.

2)All requests must be submitted within 5 days of the occurance.

3)Requests must be submitted to support@vortechhosting.com (Forum posts will not be accepted)

4)End user programs and/or client requested installs will not be able to qualify for refund.

5)Third party scripts and/or free software installed by either Vortech or the control panel will not be able to qualify.

6)All descisions regarding refunds are made at Vortech's discretion and are final.

Please see this thread for more information, http://matrixwebhosting.net/forum/sh...&threadid=3207

[ghubert]

Is this the complete refund policy? I couldn't find anything else on the site or in the forum.

What is the policy? What percentage do you get back? Is this based on a day or monthly cycle?

If the server or network that supports my sites goes down for more than 43 minutes in any one month (documented) do I receive a 100% refund for the month? Is that how it works? Is there more?

Thanks. I'd like to have a similar policy for my clients.

[Funnyhat]

I'm thinking if it is down for more than one hour you get credit for one day... two hours two days... but I am not 100% on this.

Mark

[somereseller]

You're not 100%, you're 99.9% ;P

[Vixen]

That's the correct formula but it only applies to actual sites being down, not the control panel. Or downtime due to suspensions.

[somereseller]

ghubert,
It could be dangerous to offer this to you customers.

Imagine, you pay 35$ for a Cypher I, you sell 10 accounts for a total of $105.

Cp is down for 5 hours, like this morning and you get around $6 back, but you have to give back $17.5.

OK a $10 loss is not that big, but that was with a Cypher I with only 10 accounts...

EDIT: OK, the cp does not count , I guess the slow DBs neither, all that's left is total unavailibility of our sites I guess.

[admin]

Not sure still what you mean by slow db's the only URL any one posted was moving right along for me.. I have not seen an thing slow on mysql

[somereseller]

I've seen many sites that were all the sudden slow (using PostgreSQL, but mySQL had its problems too), but you have to catch them when they're in that status, if you go there 4 hours later, then it might not be slow (Nothing against your support, it's just that most of the time, you cannot check what's in a ticket right away).
I've filled in a ticket with one example. At one point the login page was taking 60 seconds to load instead of 0.2.

EDIT There is another thread that talks about that.

[admin]

Well in terms slow is not down.. But would like to see the server when there is a problem with mySQL but i have to catch it in time to see if we can fix it.

[bfriended]

Why does this not include the control panels going down, as mine is right now?

[admin]

CP was rebooted.. You think you should be refunded for a reboot of a server???

[Hostlead]

Originally posted by admin
CP was rebooted.. You think you should be refunded for a reboot of a server???

[sarcasm]of course [/sarcasm]

HostLead

[ntstokes]

If it takes 4 hours to reboot your CP servers, I think you should look at some new equipment. My CP was down for 4 hours on Thursday, and Site Studio was down all day on Saturday.

[Vixen]

The CP was down due to the developer working on it. This is something that can not be avoided when there is an emergency or updates need to be taken care of. All resellers were sent an email and there was a post made to the forum to let everyone know.

The issue was not due to the equipment.

[muthukumar]

i did'nt get any mail. lucky i caught landiserve on msn who informed me.