Min 8hrs Downtime For Refund

awishstar- I don't think monitoring your domains will do any good because the guarantee only applies to the network. It sounds like server uptime is not guaranteed at all anymore.

This might just sound really odd, but if you think about it this new policy should actually improve our shared uptime, the reason being simple, the less refunds they have to give out for short downtimes on ONE server, that do not effect the network, the more they have to spend on more, bigger, better servers for more redundancy in the network.

[Craig_Smith]

i like the way you think landiserve.,

Try to make everything positive anyway, but I also have to ask, has there ever been 8 hours of downtime on a unix server? Since Oct I don't remember having more than 15 min total.

[Scroller]

then again ... with no more 99.9% gurantee ... possibily less new sign-ups ... less cash to maintance service level ... it's a chicken and egg thing ...

anyway, it's terribly disappointing that no one is addressing the issue that Matrix still claims to provide 99.9% network uptime gurantee right at the website!

[Vixen]

Originally posted by Scroller
then again ... with no more 99.9% gurantee ... possibily less new sign-ups ... less cash to maintance service level ... it's a chicken and egg thing ...

anyway, it's terribly disappointing that no one is addressing the issue that Matrix still claims to provide 99.9% network uptime gurantee right at the website!

Yes, we do for DEDICATED & COLOCATION. That is what the SLA has always said. Everyone took it to include the shared servers as well.

[Craig_Smith]

Originally posted by landiserve
Try to make everything positive anyway, but I also have to ask, has there ever been 8 hours of downtime on a unix server? Since Oct I don't remember having more than 15 min total.

Never,, unix uptime has always met 99.9%. Only windows users have had less than 99%.

http://www.matrixreseller.com

Still showing '99.9% Uptime or your money back.' at this time. That page advertises your shared reseller programs, not dedicated nor colocation. Am I missing something?

At least, even if I am somehow wrong about that, It's pretty easy to see why someone would think it applies to the shared reseller programs.

[Scroller]

Originally posted by Vixen
Yes, we do for DEDICATED & COLOCATION. That is what the SLA has always said. Everyone took it to include the shared servers as well.

I'm getting all confused ... you're saying that it was NEVER meant for shared hosting? Or do you mean that it just got changed? I'm seeing it listed right here .... http://www.matrixreseller.com/plans/index.php and this is for shared hosting ... it should be that the website has not been updated to reflect the new rule isn't it?

[Garreg]

mranderson:

Thats how I read it... the page does advertise 99.9%.... for Resellers, yet the 'new' refund policy does not reflect this.

Mmm..

[Vixen]

Everyone keeps quoting the SLA but the SLA has ALWAYS said:

"Our SLA is presented as an addendum to our Agreement for Server Co-Location and must be signed by both parties to apply to a client. This page provides a summary of the SLA, only, and is not the actual SLA and is not binding for any customer."

It says NOT BINDING TO ANY CUSTOMER except when signed by both parties as an addendum to our Colocation Agreement. That is what everyone is missing.

This has not changed. It NEVER applied to any shared hosting. We never enforced it until now and this is due customers/resellers taking advantage of the downtime credits.

I wasn't meaning to quote the SLA, I was talking about the big bold text '99.9% Uptime or your money back' right on the main page at:

http://www.matrixreseller.com

[Scroller]

We're not talking about the SLA ...

We're saying how does the 8hrs downtime rule co-exist with a 99.9% uptime gurantee??? Or is it with the new rule, there is NO MORE 99.9 gurantee?

None of Vortech, Inc.'s sites have been updated. This decision on the new downtime credit policy was made last night by Admin.

9 times out of 10 downtime on a server is caused by a user who is a reseller's customer, not OUR customers. And WE are the ones who have to credit everyone on that server, INCLUDING the reseller who hosts the person who is causing the problems for the server in the first place.