Credit for downtime

[resell01]

Just venting a little bit...

I put a request in for credit, cause of the downtime we have had on the control panel, mail, and mysql1. I get a reply back that I have to include what site, what time down, for how long, what server. Thats is very hard to keep track of. Its one way to help cut down on getting credit when credit is do, thats at how I see it. In the past, I never had to do this. Well, actually, never really had a lot of down time. Been here for over a 1.5 years, and now I have to log every minute down and then show billing all this in order to get credit. Thats a lot work for $2. This just plain sucks!

As far as tech support, I have to say GREAT job guys. I know we beat up on you guys a lot. But trust me, we get the same treatment from our customers. You guys are improving on downtime alerts and notices. Still needs some more work though. Please schedule your preventive maintenance in the early AM hours.

On another note, Brad, are you guys going to start pushing your dedicated servers? Also, I remember you guys talking about a "High End" account. I would be interested in that.


Well thats it...

Keep up the good work Brad and company...

[jmbeach]

Originally posted by resell01
Thats a lot work for $2. This just plain sucks!

Please schedule your preventive maintenance in the early AM hours.

I agree about how tough it can be to track downtime, that's why I haven't bothered yet. To save a couple of bucks isn't worth it to me - if it were like NT14 being out all day, that would be different. You could use the IP monitor to tally those figures up - http://status.vortechhosting.com:8080/

As for scheduling maintenance, I think we've all gone round and round on this one, and since Matrix has customers worldwide, your AM may not be the next guys. Unfortunately we all have to suffer now and again.

For the greater good? Probably

[Brangwyn]

I give any credits for downtime to my customers, so keeping track is something I have to do anyway, for instance all my NT14 customers will get a nice credit today once the outage has been dealt with.

I don't think its fair to expect Vortech to keep track of 800+ resellers and each domain on each machine just for the purpose of being able to confirm downtime refunds.

[DigitalSkyline]

heh ...I agree its a bit cheesy.

but then my work has been put on hold now since 4:00 est and still my sites are down

I never understood the squeeky wheel concept... the people who are anal and complain get reimbursed, while the people who sufer in quiet get the shaft. Such is life I guess.

[admin]

We are working on a credit form that any one should be able to fill out with the info we need to give credits.. You can also see our NEW upcoming SLA at matrixreseller.com/sla

With over 20,000 domains in H-Sphere over 50 servers alone in H-SPhere, and over 1,100 resellers its very hard for us to track them since your domains could be on any one of the servers..

You could have a site on every server or one server its very hard for us to know.

[resell01]

I know...What I did was, give my reseller account and mention the downtime with mail, cp, and mysql1 and asked for a credit. And they wanted more detail information. Easy to see last night that mysql1 was down for a few hours...

[Brangwyn]

but what if you didn't have a single customer using mySQL1 would ya still ask for a credit ? thats why they need more details to actually be able to confirm you genuinely are entitled to the refund.

I am not 100% this is the FINAL revision of the new Reseller SLA, but, it is updated and more correct than the one currently on the website. I had to omit the table since VB wont support it.

DOWNTIME CREDIT POLICY

COVERAGE

This Downtime Credit Policy Agreement applies to you if are a Vortech, Inc. Reseller only.

UPTIME

Vortech, Inc. strives to maintain 99.9% service availability. Uptime coverage includes web site, email, and other virtual services only, third party control panel applications are excluded.

CREDITS

In the event of an outage where Vortech, Inc. does not meet 99.9% uptime, Vortech, Inc. will issue credit to the reseller's account only for the monthly service as calculated below. This will be calculated by a 24 hour day in a calendar month, with the maximum credit not to exceed the monthly service charge for the affected month. Credits are only issued to accounts in good financial standing with Vortech Inc.

CREDIT CALCULATION METHOD

One(1) hour is equal to One(1) day of service. For outages of 8 hours or more a maximum credit of one full month of service will be credited to the reseller's account.

HOW TO REQUEST CREDIT

In order to receive a credit to your account, you must request a credit within seven (7) business days of your experienced downtime. All requests must be submitted using Vortech, Inc. Credit Request Form. All requests must contain your account number and/or reseller user name, the dates and times of the downtime of your web site, the domain that experienced downtime, and the server said domain is hosted on. Vortech, Inc. will make every effort possible to credit your reseller account in a timely matter. Credit to your reseller account shall be the exclusive resolution to any website downtime. All credits issued are at the sole discretion of Vortech Inc.

RESTRICTIONS

Credits shall not be provided to you in the event that you have downtime resulting from scheduled maintenance, account suspensions, downtimes resulting from reseller or reseller's client own coding or applications, or circumstances beyond Vortech, Inc.'s control, including, without limitation, acts of any governmental body, acts of God, war, insurrection, embargo,sabotage, fire, flood, labor disturbance, interruption of or delay in transportation, unavailability of interruption or delay in telecommunications or third party services (including DNS propagation), failure of third party software or hardware or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of services.

resell01, I have seen you tickets/requests. All you need to do it provide us with adomain that was down, and an approximate time, that is standard for ANY (one of any size anyway) company when you ask for a credit.

[jmbeach]

Originally posted by landiserve
that is standard for ANY (one of any size anyway) company when you ask for a credit.

Now Landiserve, remember it's called a "credit" not a "refund"

Everyone say it with me now.... "credit... credit... credit"

Okay, class dismissed

Edit: What are you talking about?????

[Brangwyn]

I think it still needs some definitions there to remove any amibguity, for instance is H-Sphere considered 3rd party software, technically it is 3rd party but for the purpose of the credit consideration if H-Sphere blew up causing outages would resellers be eligible for credits under this SLA ?

[Vixen]

Due to the fact that the CP is a 3rd party software and sometimes down due to PSoft making upgrades, repairs etc it is not included in the SLA. Email, sites, etc are covered.

[Vixen]

BTW Stephen, under Coverage you accidentally dropped the "s" off of resellers.

[Vixen]

Originally posted by resell01
Just venting a little bit...

I put a request in for credit, cause of the downtime we have had on the control panel, mail, and mysql1. I get a reply back that I have to include what site, what time down, for how long, what server. Thats is very hard to keep track of. Its one way to help cut down on getting credit when credit is do, thats at how I see it. In the past, I never had to do this. Well, actually, never really had a lot of down time. Been here for over a 1.5 years, and now I have to log every minute down and then show billing all this in order to get credit. Thats a lot work for $2. This just plain sucks!

There is no way possible for us to keep track of every domain on every server, as Admin said. We would need a whole other person just to keep track of downtime/credits and that is not cost effective. We are simply asking for you to be accountable for knowing which of your sites are affected by outages by supplying us with the dates, times and domains. This is something you would probably know anyway since you are asking for a credit. Right??