Credited

Got the credit for the outage:

Hello Peter,

Thank you for your continued business.

I have applied a service credit to your account equaling a bit over 10% of your monthly value.

Please feel free to let me know if you have any further questions, thanks again.

Regards,
Taylor Hawes

This worked out to be a $2.50 credit to my account:

Credit Jul 22 2005 -$2.50 Service credit for downtime 7/22/05

Credit Request response #1

Received this reply at 10:03 a.m.:

Hello, Mr. Wood,

I just wanted to let you know your request has been received. I’m so sorry for the outage; I know that must have been frustrating.

I have flagged this support ticket for a senior staff member in Billing, so that we can get this resolved for you.

Thank you for your continued business; we really appreciate it.
–
Best regards,

Carla Hufstedler
Customer Service
Site5 Internet Solutions, Inc.

our network and servers
our current specials

I guess that claims for service outage credits have to be reviewed by the higher-ups? Stay tuned…

Reality-Based Guarantees

Site5 does, in fact, have reality-based guarantees. One of them is an uptime guarantee, and I have filed a request for credit for the outage last night. I plan to be more vigilant about requesting these credits in the future:

Greetings,

On Thursday, July 21, from approximately 7:15 p.m. to 11:45 p.m., my site hosted on moiras experienced an outage. I would like to request a service credit for my outage during this period, under the terms of Guarantee #2:

http://www.site5.com/switch/guarantees.php 3 hours 30 minutes to 7 hours 15 minutes (99.5% – 99% uptime) — 10% credit

I realize that not every company can have perfect service, but I seem to have been experiencing an inordinate amount of problems and issues on our host since switching back to Site5. I’ll be watching the service level on our host very carefully, and I won’t rule out switching to another host if things continue like this.

Back Up

Well, it looks like the site finally came fully back on line at around 11:40 p.m. last night. I guess they had some major hard drive problems with our server. I don’t know many details, but I’m assuming that the rebooting and rebuilding process took longer than they expected.

So far this month, our server has had less than 99.99% uptime, according to the monitoring page that Site5 provides. I don’t know if Site5 actually guarantees 99.99% uptime, but in any case, 4.5 hours is a significant outage by any measure. I’m not sure what, if any action, I need to take. At least we’re back up for the time being.