What do i do when downtime

Hi,

If there is downtime, and the customers ask to compensate them. What can one do? Can he ask hosting company to pay for it? Actually, does hosting company guarantee the uptime? If no, what's the usually uptime for them?

thanx

How long a period was the server down for?

What was agreed in the terms of contract between yourself and the customer and also between you and your hosting company?


If there is no policy regarding downtime then you need to try and settle this between yourself and the customer amicably - if they want to be compensated in cash, try negotiating with them offering perhaps another service for their website free-of-charge.

You should cover this in your terms-of-agreement, if not now then for the future.

it also depends on what caused this downtime - was it bug in your code that
caused the server to crash? if so, the host won't give you anything.
if it's the host fault, you may deserve compensation unless the agreement
between you and your host says otherwise - read it carefully and try to see.
anyway, if the downtime is reasonable (up to 10 minutes once in a while, not
everyday) the client can't really demand too much.

Hi,
If you don't have an uptime SLA, there is nothing that you have to do for them. Just use your best judgement when it comes to certain situations and ask yourself is it fair to compensate for extended periods of downtime such as from drive failures even if you don't have an uptime SLA. Remember, take care of your clients and they will in turn take care of you.

If your reseller provider have an uptime SLA then you can ask for compensation which you can pass along to your clients. I will say uptime guarantees are shady so be very careful about what is promised and read it very carefully. You'll be surprised at what isn't part of the guarantee.

Good reseller providers will have 99.8% or more IMO. Good luck.
guruji
Consultant : Hosting, Web Design, Reseller Hosting, Virtual Servers, Dedicated Servers