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05-02-2011, 06:46 AM #1Web Hosting Master
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12 hours downtime for only 15 days compensation?
balticservers.net has been down due to ddos and some other network issues as they were upgrading without any prior notification to any customers at all, it affected all custoemrs. They are now known for not even informing customers what has happening nor informing if theres any network maintence.
But as the company offer sla servie they do give you compensation days for any interruption service. But they only give me 15 days free, but does that really justify the long 12 hours downtime at all?
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05-02-2011, 06:55 AM #2WebHosting Master
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05-02-2011, 07:03 AM #3Web Hosting Master
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yes, however i feel the 15 days are not enough to give a proper sla service
heres from their own tos. I hardly call 12 hours downtime a minor one.
From their tos
If Balticserver fails to meet its 99.5% uptime guarantee, and it is not due to one of the exceptions below, credits will be made available to client, upon request, on a case by case basis. Balticservers does not credit a full month's service for minor downtime.
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05-02-2011, 07:08 AM #4WHT Addict
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Ask them how they define "Minor downtime" For me a minor downtime is no more then 15-30 minutes.
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05-02-2011, 07:11 AM #5Cable Director
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Well it's better than nothing really
What would you expect getting? Also what are you paying, what SLA's did you agree on with them. It's always good to know.» www.InstantDedicated.com - Online in no time
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05-02-2011, 07:15 AM #6Web Hosting Master
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i expect for one month compensation, i think it should be rightly so as the downtime was due to mostly ddos and their own network maintence
this is their entire sla service
8. Uptime Guarantee
Balticservers strives to maintain a 99.5% network and server uptime service level. This uptime percentage is a monthly figure, and is calculated solely by Balticservers monitoring systems authorized/contracted outside monitoring services. If Balticserver fails to meet its 99.5% uptime guarantee, and it is not due to one of the exceptions below, credits will be made available to client, upon request, on a case by case basis. Balticservers does not credit a full month's service for minor downtime. This would not be financially healthy for Balticservers, and in turn would only negatively affect the service level Balticservers provides to you. "Partial refunds for partial downtime" is our standard policy. In extreme circumstances, Balticservers may distribute full month credits, but this is dealt with on a case by case basis. Credits are issued for one month’s service only, never more.
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05-02-2011, 07:33 AM #7Web Hosting Master
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DDoS may be considered something they don't even cover in their SLA as it could be considered force majeure.
Their SLA is their prerogative, they are not obliged to offer you an SLA. That they do have an SLA and are honoring it, is more of a good sign then a bad one.EasyDCIM.com - DataCenter Infrastructure Management - HELLO DEDICATED SERVER & COLO PROVIDERS! - Reach Me: chris@easydcim.com
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05-02-2011, 07:35 AM #8CISSP-ISSMP, CISA
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Most SLAs would not give you anything close to 15 days for that.
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05-02-2011, 07:53 AM #9Server sales professional
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Hello,
We had discussion with our CEO. We will give 30 days free for this, because Maikon is long term customer with good reputation ( no complaints against him ).
Problems coused due DDos. All data centers are suffering from the same problems here, not only our data center...Affordable custom Single/DUAL - Intel/AMD CPU servers EU | Configure
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05-02-2011, 07:53 AM #10Web Hosting Evangelist
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15 days of free service for 12 hours of downtime and you're not happy ? wow. most providers out there will give you a free amount of time equal to the downtime period and that's it.
We live in a twilight world
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05-02-2011, 08:06 AM #11WHT Addict
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Your asking for 1 month credit over a 12 hour downtime like really? *laughs and walks away*
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05-02-2011, 08:12 AM #12Web Hosting Master
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15Days credit for 12Hours of downtime, some hosts would only give you 12Hours credit...
If you feel they have not honoured the terms of their SLA, contact them, WHT can't really help you with that.
And if you don't like the terms they have set out, then you shouldn't have signed up with them, just a bit of due diligence really...BotWars.io - Code the AI of your Battle Bot!
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05-02-2011, 08:22 AM #13Web Hosting Master
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because some companies actually gives me 1 month credit, like bahnof and teliasonera when i colocated my servers with them. Their sla service was generously given 3 weeks for 8 hours downtime. Teliasonera gave me one month off because one of their router died (although im part time employee with them). which caused me 6 hours downtime.
This is the sla service ive received and if sla service is that different to any other countries hosting companys sla then im sure i would not go to those companies at all.
If some host only can give 12 hours credit it will only show that much of their own confidence towards their network and the quality of their it infrastructure
Anyway thanking andrius for giving 30 days off for this despite the original compensation was 15 days even if they felt it wasnt necessary for it.Last edited by Maikon; 05-02-2011 at 08:26 AM.
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05-02-2011, 08:23 AM #14WHT Addict
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05-02-2011, 08:28 AM #15CISSP-ISSMP, CISA
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05-02-2011, 08:30 AM #16Web Hosting Master
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actually thats the sla for the swedish customers. (im swedish)
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05-02-2011, 04:15 PM #17Hosting provider
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I could say that BalticServer SLA is better than market standard. Of course if we talk about high budget market there SLA might be better for consumer. But for low and middle budget market their SLA look is reasonable...
TK Rustelekom LLC Dedicated server since 2002, RIPE NCC member, LIR
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