How to handle a client account that has reached its max bandwidtch
Do you automatically place an upgrade order? suspend the account? offer additional bandwidth, or go searching for the problem since it's your only client reaching even close to his max bw? Thanks for any suggestions!
The best solution for this would be to have notifications sent to the customer upon reaching certain thresholds (i.e. 80%, 90%, 95%, etc and ideally tiered so notifications are sent at all levels). cPanel for instance can be configured to automatically warn the user when they reach these thresholds but the same concept can and should be applied for virtual servers, dedicated, etc.
What we have done was made it known to client they've reached close to their limit, that we have as a precaution to avoid suspension of their account givin their bw an increase of 250mb free of charge. This addon is 1.95/month free for the first month, for this client i set that to reoccur so that he's never charged the 1.95/month however it was also mentioned suspension can be avoided by upgrading the account.
Thanks for the suggestion though I do agree they should upgrade themselves, I didn't feel right creating an upgrade order on behalf of the client, order has since been canceled and we've done as i said above.
The client had 10GB reached in a month or two, the 250mb is simply a cushion that i'm sure will be exceeded requiring client to upgrade or purchase additional bw.
Last edited by TDCHost-Damien; 11-22-2013 at 02:34 PM.
Its best to allow 24 hours for them to upgrade after a notice of course. After 24 hours, suspend them until they pay for the upgrade...
This is in my opinion the best way to go about it.
Make sure you notify them before they reach their bandwidth limit stating that they might have to upgrade in-case of account suspension, and when they do reach their cap, suspend it right away (since you've already notified them prior to them hitting the cap, and you want to avoid any extra charges you might have to pay for) and wait for them to upgrade their plan themselves.
We just have an email auto send, then suspension 24 hours after that - clients are aware of this when they sign up so many are just 'testing the water'. They may be familiar with providers that don't suspend (or maybe don't check), so there's no chance I'll let it just be ignored.
Yes, we would inform the customer (via email) that they have reached their maximum amount of bandwidth and give him/her a day to 24-48hrs to decide if he or she wishes to upgrade. If it was within 3-4 days of resetting, we would just let it go - good customer service goes a long way.
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Normally any host would suspend the account once it his it's limit with bandwidth. From there the client will need to upgrade their plan or purchase additional bandwidth if they want. If not we would work out a plan and hold the site offline till their next billing cycle.
i say you should notify them and let them decide seen they reach 100% the page go blank with a message Bandwith Limit reach! i guess they will upgrade by them self if they want to keep site active i wouldn suspended
IMOO If you feel this particular account holder (and others) will stay long term then you should bend a little bit and work with them. 72 hours notice to contact HR/Admin/Sales/Billing should an upgrade be needed, is professional.
Most host providers will extend a couple extra days; client will be late with payment or can not upgrade at that exact moment.
Your business must make money and ALL customers know this. Use your own judgement but don't get stretched if your "good friends" with some of the clients. Your server software will have auto suspension. Let it kick in until the next month if you have to.
We suspend clients if they reach their limits - more often than not they get in touch with us and we can process an upgrade order for them straight away.
I don't think you should auto-upgrade, as some clients may not like the fact their billing is going up! Especially if you do so without warning.
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We also suspend the client's site if they go over the bandwidth. I mean the clients know what they are supposed to be using. When they signed up they knew the amounts, so if this happens they get suspended and then they contact us and we give options to upgrade to a higher plan.