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  1. #1
    Join Date
    May 2008
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    667

    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?

  2. #2
    Join Date
    Dec 2006
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    4,151
    Quote Originally Posted by Maikon View Post
    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?
    If that is what was agreed in the SLA, then yes it's justified.
    As you can see, SLAs in its current state in the industry is pretty useless - the 'losses' is almost always never comparable to a few free days.

  3. #3
    Join Date
    May 2008
    Posts
    667
    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.

  4. #4
    Join Date
    Oct 2010
    Location
    Europe
    Posts
    169
    Ask them how they define "Minor downtime" For me a minor downtime is no more then 15-30 minutes.

  5. #5
    Join Date
    Aug 2007
    Location
    Datacenter
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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.
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  6. #6
    Join Date
    May 2008
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    667
    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.

  7. #7
    Join Date
    Aug 2007
    Location
    L.A., CA
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    3,710
    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.
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  8. #8
    Join Date
    Aug 2002
    Location
    Seattle
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    Most SLAs would not give you anything close to 15 days for that.

  9. #9
    Join Date
    Mar 2010
    Location
    Lithuania
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    2,770
    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...
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  10. #10
    Join Date
    Aug 2007
    Location
    here
    Posts
    480
    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

  11. #11
    Join Date
    Feb 2011
    Location
    Lee Summit,MO,USA
    Posts
    124
    Your asking for 1 month credit over a 12 hour downtime like really? *laughs and walks away*
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  12. #12
    Join Date
    Apr 2007
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    3,531
    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...
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  13. #13
    Join Date
    May 2008
    Posts
    667
    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.

  14. #14
    Quote Originally Posted by BalticServers Andrius View Post
    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...
    I would say that is a fair deal.

  15. #15
    Join Date
    Aug 2002
    Location
    Seattle
    Posts
    5,525
    Quote Originally Posted by Maikon View Post
    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.

    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.
    Telia's SLA does not provide a free month for 6 hours of downtime. We use them as a primary carrier and I've read the SLA.

    It sounds like they just wanted to do you a favor, but that's not a SLA.

  16. #16
    Join Date
    May 2008
    Posts
    667
    actually thats the sla for the swedish customers. (im swedish)

  17. #17
    Join Date
    May 2002
    Location
    Moscow
    Posts
    1,602
    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...
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