uptime policy

[Geoff]

Will we be receiving credit for the downtime from a day or so ago where the nameservers were screwed up for half the day? The explanation given for this was a mistake during some other changes. I will be reimbursing my clients for this downtime.

regards,
Geoff

[dkadave]

We are, or think we are? I sure hope we get credit for all these downtimes.

[Vin DSL]

Originally posted by dkadave
We are, or think we are? I sure hope we get credit for all these downtimes.

I just figured out I'm paying $0.01 an hour on JPC for their hosting service. Actually, it's 1.3 cents an hour, but why split hairs?

Do you guys realize you're probably losing 2 or 3 cents a day?

Man, that would put me over the top. That's like 60 cents a month, if you think about it...

[JPC-Greg]

Originally posted by dkadave
We are, or think we are? I sure hope we get credit for all these downtimes.

No, not for all. The uptime policy does not include situations out of our control such as attacks. Our servers, and thus you and your clients, were all attacked. We did what we had to do to stop them and prevent against further ones.

The dns issue is perhaps another story, and though related also had other factors. Email sales to work something out for that please.

[Remnant]

Originally posted by Vin DSL
I just figured out I'm paying $0.01 an hour on JPC for their hosting service. Actually, it's 1.3 cents an hour, but why split hairs?

Do you guys realize you're probably losing 2 or 3 cents a day?

Man, that would put me over the top. That's like 60 cents a month, if you think about it...

Very true, but from another perspective.. When a server goes down. Hundreds of websites, depending whether it be a hobby site, or an ecommerce site are losing valuable customers and visitors, especially during prime times. When your promoting your website, and a visitor tries to access your site while your server is down, not only does it look bad, but theres a good chance they won't try again later. That could mean big bucks.

As for myself, I would be very appreciative if JaguarPC credits days, not cents back to their customers for downtime. Say a week, or two, or even a month for those that have been suffering long enough. To keep them from shopping around for a new host. At least for me it would.. imho.

[Gwaihir]

Originally posted by Jag


No, not for all. The uptime policy does not include situations out of our control such as attacks. Our servers, and thus you and your clients, were all attacked. We did what we had to do to stop them and prevent against further ones.

Given the news that is now drop by drop reaching us I agree that this was an exceptional situation for which JaguarPC should not be held accountable. Not like a normal hacker or group of hackers, but more like well organized terrorism.

In general though, I do not understand this 'hacking attempts excluded' clause in the uptime policy / do not find it fair.
Isn't it a normal part of JAG's job to protect those servers, installing all the latests patches, monitoring them, etc.?
Then why are hacking attempts excluded from the uptime policy?

Personally I believe that a good uptime policy should provide maximum motivation to the web hosting company to keep things running smoothly, i.e. it should include everything the webhosting company can have a positive influence on, yet the client cannot. Protection from the scum that is a simple fact of the matter in the internet environment is IMHO normal part of that.

Eventually I'd even like to see certain upstream facilities included. I know that JAG can't directly control those, but they are within JAG's influence sphere and not in your customers': JAG might be able to get an uptime guarantee from them, something we, your customers, cannot.

My two cents

[Zacrifice]

hacking i think should be excluded, firstly hacking is not something thats easly stopped they are always finding new ways to exploit errors in software and such sometimes the news comes out that an exploit has been found how ever it could take a day or two for a patch to come out, other times the exploit may be known but not by many and it travels slowly

Expecting a company of any size to be able to stay infront of hackers is just too much to ask, its imposible!

[jason]

Originally posted by Zacrifice
Expecting a company of any size to be able to stay infront of hackers is just too much to ask, its imposible!

Especially in a shared hosting environment where the hacks are often against poorly-written, user installed scripts, such as many of the CMS systems that people use. Personally, I like the fact that users here are not restricted in what software they can run, however, at the same time, this open policy can contribute to many problems as well.

--Jason

[dkadave]

It sounds like everything is not included- Cause every down time theres always an excuse. And now they say if the downtime is out of their control. It's excluded from the uptime policy. So every downtime they will say "It was out of our control, Sorry no credits".

That's just not fair. If they are going to do all these kinds of things. They shouldn't just put this on their plans pages "99.7% Uptime Policy" they should put something like this "Limited 99.7% Uptime Policy" or "99.7% Uptime Policy**" Where you would go at the bottom and read that everything is excluded from it.

I'm sorry, but I just feel like they just don't want to give anything away even if it means that some of their clients are going to leave. As it sounded like when I was browsing the forums.

[docdev]

Personally, I think that proof should be offered for these supposed 'out of control' issues. Simply put, I do not trust Jaguar to tell the truth anymore.

[Neva]

Given that some of these attacks were through well-known vulnerabilities, and Jaguar's claim was that this was maintenance, we're owed money.

But I doubt we get it.

[dkadave]

I feel the same! A downtime policy shouldn't exclude anything but a system update, or if they give prior notice of such a long downtime.

[CeleronXL]

Originally posted by Remnant



Very true, but from another perspective.. When a server goes down. Hundreds of websites, depending whether it be a hobby site, or an ecommerce site are losing valuable customers and visitors, especially during prime times. When your promoting your website, and a visitor tries to access your site while your server is down, not only does it look bad, but theres a good chance they won't try again later. That could mean big bucks.

As for myself, I would be very appreciative if JaguarPC credits days, not cents back to their customers for downtime. Say a week, or two, or even a month for those that have been suffering long enough. To keep them from shopping around for a new host. At least for me it would.. imho.

Yes, Vin DSL doesn't understand the concept of an ecommerce site because he runs a... well, I'm not sure what it is. I don't run an ecommerce site either, but at least I understand that when sites are down, they lose customers.

Back on subject here, it's not Jaguar's fault that the servers were hacked and they're becomming unstable. Becomming unstable, in fact, is the fault of some end-users.

[dkadave]

Cause, any kind of downtime would be out of some one's control. Like downloading a file, It's out of my control, I can't control how fast it downloads or if it'll even download. So really anything over the internet is out of everyone's control. My computer could crash, it would be out of my control. My computer could blow up, it would be out of my control. But if I was hosting people on my computer or computers. I wouldn't go, it was out of my control, and I don't give credits or refunds if it was out of my control. That just doesn't sound right. Does it?

[CeleronXL]

Originally posted by docdev
Simply put, Jaguar is not going to respond to your complaints. I can only suggest taking it to the next level. Perhaps complaints to your local business bureau will be more effective.

Incidentally, Aletia has 15 unresolved complaints within the past year. Aletia is, as I recall, part of Jaguar now.

However, I don't believe old Aletia staff is still employed at Jaguar.. and therefore, complaints of the past no longer apply.