Originally posted by Lexa What kind of uptime guarentee do you offer and how do you compensate clients if uptime isn't what you promised?
I see a lot of hosts offering things like 99% or 99.999% uptime, but they never say what they would do if uptime falls below that.
I think I've only see one host who said they'd refund 50% of the month's fees if their uptime didn't stay at 99%.
Typically this is defined in a SLA (service level agreement). My company refunds a set percentage per hour after we fall below our guarantee upon request from a customer. Luckily this has happened only one month on only one server out of the past five years. We also go by the % within a monthly time period (which mosts hosts do too); however some hosts are tricky and they go by the life of the server's % (which can by a few years if they have had the server a few years).
To hit or go below 99% uptime, that is a lot of downtime -- too much.
I know it's a little drastic, but ours is an all or nothing 99.9% SLA. If we fall below 99.9% for any given month the client is credited for a full month. Fortunately we haven't had any major issues that caused us to fall below 99.9% but it does keep us (at least me) on our toes.