Min 8hrs Downtime For Refund

[Scroller]

There were 2 replies to the post on the SLA issue, was hoping to get a reply on that, but the replies got removed?

The question was ... how does having a min requirement of 8hrs downtime per 24 hrs justify the 99.9% uptime gurantee? While 8hrs out a total 720hrs a month satisfy the 99.9% gurantee, it definitely doesn't work for a 24hrs interval. It should very much be not more than 15 mins per 24hrs?

Scroller,
If you actually read what the shortened-SLA said in the first place it is regarding Network uptime, and at the bottom it says that the full SLA is signed as a contract upon purchasing a dedicated/co-lo server. I think they have just been very generous in the past.
Should 3-7 min of downtime for a reboot of a windows server count as refundable downtime in a shared enviroment? I really don't think so, if so there would be many more broke companies out there.

[Vixen]

Originally posted by landiserve
Scroller,
If you actually read what the shortened-SLA said in the first place it is regarding Network uptime, and at the bottom it says that the full SLA is signed as a contract upon purchasing a dedicated/co-lo server. I think they have just been very generous in the past.
Should 3-7 min of downtime for a reboot of a windows server count as refundable downtime in a shared enviroment? I really don't think so, if so there would be many more broke companies out there.

EXACTLY!!

The SLA has always been for dedicated & colo customers, we just never enforced it until now. Once we saw that the policy was being abused we had to make a change.

Due to the fact that virtual customers and resellers are in a shared environment, a reseller's customer can cause a server to go down just as well as a customer of our's can. The only difference is we have been issuing downtime credits, in some cases, for downtime caused by a reseller's customer. That is not fair to us. Especially when it is not even OUR customer causing a problem but we are still expected to issue credits to everyone on the affected machine INCLUDING the reseller who the customer belongs to. In reality, the reseller who the customer belongs to should issue credit to everyone on the affected server since it was their customer who caused the problem. But that would never happen.

If someone had to actually come out of pocket, like we have been doing, to reimburse for downtime they would see why we changed the policy.

[Scroller]

No no no ... I do not have a serious problem with it ... since I have been very happy with Vortech all this while ...

I just need to figure out how is this 8hrs thingy derived?

I'm anticipating "idiot" clients asking me ... "Oh ... does it mean that you can go down everyday for 7hrs 59mins, and I still can't get refund from you ... ". So in this case what happens if for 2 days, it went down for 6 hrs on day 1 and anther 6 hrs on day 2, I know under this new rule there will be no refund, but how do we explain the 99.9% gurantee part?

And, yes I understand that this only covers network uptime ... it's gonna be madness if we start thinking about H-sphere's downtime ...

Scroller, i think it is up to you to explain it, I don't know how, but I don't recommend making claims that you own every server, the datacenter and the whoel shabang, that really spoils it for you when there is downtime. (not saying you make those claims, but others do!) I don't make any uptime claims, I just do the best I can to keep my customers happy, and so far it has worked, but they are (all but one) on unix, and the one on w2k hasnt had any problems (oh no I am going to jinx the server now!), and granted I know all of my customers, explaining a problem face-to-face is much easier than via IM, email, or phone. wish I had some better reply for you, but I am just rambling on.....

[Vixen]

Originally posted by Scroller
No no no ... I do not have a serious problem with it ... since I have been very happy with Vortech all this while ...

I just need to figure out how is this 8hrs thingy derived?

I'm anticipating "idiot" clients asking me ... "Oh ... does it mean that you can go down everyday for 7hrs 59mins, and I still can't get refund from you ... ". So in this case what happens if for 2 days, it went down for 6 hrs on day 1 and anther 6 hrs on day 2, I know under this new rule there will be no refund, but how do we explain the 99.9% gurantee part?

And, yes I understand that this only covers network uptime ... it's gonna be madness if we start thinking about H-sphere's downtime ...

Your uptime guarantee is your own. You can explain it however you like. You can offer whatever uptime guarantee you like. We are just saying that from this point on unless it is 8 hours of downtime within a 24 hour time period, we will not be issuing credit for the downtime. You can issue whatever credit you like to your customers, if you wish for less than 8 hours downtime, just don't expect us to do the same.

[Scroller]

landiserve, exactly! We've always told our clients we are using Vortech/Matrix's service, being where we are ... not everyone is comfortable in getting the service from Matrix directly, which explains why they go through us ... of course there are the value added services we provide. If only you know how much pain some customers can be ... it took us quite some effort to explain why there is a 99.9% network uptime gurantee but nothing is gonna promise them that the server wun go down. Where I come from it's quite a different playing field altogether ... for some of our clients we dun even let them access their CP themselves, just to make sure that they dun screw it up. Anyway, back to the issue ... what's your opinion ... effectively the 99.9% uptime is off and we now work on a "no longer than 8-hrs downtime gurantee"? Can we say that?

Vixen, I'm pretty sure I'm not being difficult here (never have been ) just needed to clarify the issue ... so I really dun see why you should be so defensive. Your last msg certainly din sound too nice ... I hope you're just having a bad day. Smile!

[Vixen]

Originally posted by Scroller
We've always told our clients we are using Vortech/Matrix's service, being where we are ... not everyone is comfortable in getting the service from Matrix directly, which explains why they go through us ...

I am confused by this statement. If you are telling them you are a reseller of ours, why would they be comfortable using your service and not ours?? In reality, they ARE getting service from us just under a different name. So, I would think if they were uncomfortable with us, then they would not be comfortbale using a reseller of ours either. You lost me on that one.

As for being *defensive*, I was just stating the facts. I am sorry if I came across wrong. I just feel like I am repeating myself alot today regarding this policy change.

Vixen, It is in another country, and sometimes people like another(local) point of contact, I think that's all it is.

[Garreg]

Does this help?

Admin answered my questions quite clearly about the 99.9% 'downtime' etc....

http://www.matrixwebhosting.net/foru...=&threadid=476

[Vixen]

Ohhhhhhhhhhhhhhhhhhhhhhhhhh. Thanks for clueing me in. LoL

[Vixen]

Originally posted by Garreg
Does this help?

Admin answered my questions quite clearly about the 99.9% 'downtime' etc....

http://www.matrixwebhosting.net/foru...=&threadid=476

That was before the change, though. Now, there is no credit for downtime unless it is 8 hours within a 24 hour time period. Not the 45 minutes from before.

[Garreg]

Vixen:

Ah, sorry, didn't know about the change - can't remember receiving an email or notification about a change in conditions?

So excuse the 'daft' questions - how does the

99.9% uptime or your money back

advertised on the 'Reseller Page' - exactly work?

[Vixen]

The change is posted here http://matrixwebhosting.net/forum/sh...&threadid=3207

[awishstar]

Does anyone know any monitoring software that I can use?

Vixen, sorry to dwell on the subject but noone has answer scroller first question.

Also, on MatrixReseller main website it does said 99.9% uptime guarantee on reseller account, so how does that just apply to Dedi/Colo?

One more thing, could it be that some people were "abusing" the system because the rules were a little bit ambiguous to them? Also, it makes much harder to follow the rules when different tech required different things and/or enforce different policy.

I think this time around, you guys have done a great job to set the rules and hopefully this would make it easier for everyone. Can we compile all these into a FAQ?