Hosts should have a section on their website outlining all announcements and planned maintenance so clients are aware of pre-booked downtimes and the appropriate reasons why.
I feel its not a necessity to e-mail clients the moment of downtime, simply ensure you outline their was a downtime and the reason why, if it was for a prolonged period of time, offer some sort of money / service back as an apology for the inconvenience caused. Obviously this wont be a day-to-day basis and your customers would be aware of that.
I feel hosting companies should not try and hide their downtime, we use SiteUptime.com and KaneAtInternetSeer to monitor our services, and have a statistics collected by SiteUptime.com displayed on our site uptime page for all clients and potential clients to see.
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Oh yes, hosts MUST inform clients. Its a terrible mistake not to because your clients will only lose confidence in your services if they notice problems and find that their host is not telling them about it.
The main thing is not to lie about it. MANY hosts are guilt of this I will bet. I've even wanted to do it some times when it was our fault, but haven't.
Be honest with your customers, because they put a lot of trust in you to keep their businesses going.
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Be sure not to try to confuse them with a detailed technical response, but rather one that can be understand by the non-computer savvy. If they want to know more, they would always be welcome to contact you for a more in depth explaination!
Yes, hosts should report both scheduled and unscheduled downtime. In only adds to their credibility.
If a prospective client comes to your forum, and no network announcements have been made, I would find this suspicious. Everyone has downtime. The real secret is how the downtime is dealt with, vs whether it happens.
Yeah, without any doubt. If your servers are going to remain down for more than 5-10 minutes then you should notify your clients about it.
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As I host, I tell every one of my clients about downtime or expected downtime. I think all hosts should do this as clients want to know whats happening, you shouldn't just go around and hope people didn't notice your downtime...
With so many security patches. hardware upgrades and software service packs on any given day, you should expect to receive an
email at least every 2 months from your Web Host with some type of maintenance down time. Otherwise I would start looking for a new host that keeps the OS and Hardware up to date on a regular basis and sends emails to notify you of those dates and times.
Any web host who refuses to tell you about past downtime is a red flag to find another web host.
Most hosts would not update their kernels unless needed, as that most likely causes problems. Most hosts go by "if it works and there are no bugs to it, keep it that way" also even if you did update the kernel there are ways to update the whole server WITHOUT restarting.
Originally posted by Servax Most hosts would not update their kernels unless needed, as that most likely causes problems. Most hosts go by "if it works and there are no bugs to it, keep it that way" also even if you did update the kernel there are ways to update the whole server WITHOUT restarting.
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I think it's a good policy to report downtime, one reason being is that it reduces confusion.
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My comments do not reflect the views of the company or its management.
In this industry it is a MUST to notify clients of downtime, wether it be before in cases of planned downtime, or immediately after any unplanned downtime.
We inform all our clients of any planned downtime as soon as we hear about it (over a week before hand in some cases), and our customers are very appreciative of this. We also have a dedicated category on our forum for all downtimes, which do not get removed afterwards, to allow potential customers to see exactly when and why we have been down (as rare as that may be )
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