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  1. #1
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    Mar 2006
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    The Planet credit policy for outtage? Is this a joke?

    We experienced 48 hours of downtime with the planet, due to hardware failure.

    Some hardware was changed, and the system had to be reloaded, and then fully restored by our staff.

    They acknowledged that we would receive an outtage credit towards our billing for 48 hours of downtime.

    After looking at the billing, its apparent that the credit was for $6.94.

    This cant be correct can it? The server in question is about a $150 a month server. Nothing high end, but I would expect that 48 hours of credited downtime should come to more than $6.94

    I cant seem to find the policy on the site.

    Anyone dealt with this before?

  2. #2
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    Zach E. - Kualowww.kualo.com
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  3. #3
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    Dec 2005
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    Since we do not have exact numbers we cannot be sure but using ($150 / 30 days) * 2 days = $10 So its close.

  4. #4
    Join Date
    Nov 2007
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    Wow! makes my, "down for a day" free for a month guarantee pretty damn good right about now

  5. #5
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    The policy seems to state:

    "A Qualified Hardware Downtime Event shall start upon the earlier of (A) Customer’s submission of a written
    trouble ticket specifying that a Qualified Hardware Downtime Event has occurred and the details associated
    with such Qualified Hardware Downtime Event and (B) The Planet’s technical personnel identifying any
    failure of the Planet Hardware. All Customer trouble tickets must be submitted by Customer through The
    Planet’s customer portal or through The Planet’s technical support department and are subject to
    confirmation by The Planet prior to qualifying for any Service Credit. Subject to Section 4 below, if The
    Planet fails to replace the failed Planet Hardware with hardware providing substantially similar functionality
    within one (1) hour of The Planet’s receipt of the trouble-ticket specifying such Qualified Hardware Downtime
    Event or The Planet’s technical personnel identifying a failure of the Planet Hardware, as applicable, the
    Service Credit shall equal five percent (5%) of the monthly fees payable by Customer in respect of such
    Planet Hardware for the month in which such Qualified Hardware Downtime Event first occurred and
    thereafter during the pendency of such unavailability, the Service Credit shall increase by an additional five
    percent (5%) for each continuous sixty (60) minutes of a Qualified Hardware Downtime Event up to a
    maximum of one hundred percent (100%) of monthly fees payable by Customer in respect of such Planet
    Hardware for the month in which such Qualified Hardware Downtime Event first occurred. "


    Which leads me to believe that we should be credited for %5 x 48 correct, which works out to over %100.

    Should that not leave us with a $150 credit, not $7?

  6. #6
    Join Date
    Aug 2001
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    Boston
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    Quote Originally Posted by housefire View Post
    The policy seems to state:

    "A Qualified Hardware Downtime Event shall start upon the earlier of (A) Customerís submission of a written
    trouble ticket specifying that a Qualified Hardware Downtime Event has occurred and the details associated
    with such Qualified Hardware Downtime Event and (B) The Planetís technical personnel identifying any
    failure of the Planet Hardware. All Customer trouble tickets must be submitted by Customer through The
    Planetís customer portal or through The Planetís technical support department and are subject to
    confirmation by The Planet prior to qualifying for any Service Credit. Subject to Section 4 below, if The
    Planet fails to replace the failed Planet Hardware with hardware providing substantially similar functionality
    within one (1) hour of The Planetís receipt of the trouble-ticket specifying such Qualified Hardware Downtime
    Event or The Planetís technical personnel identifying a failure of the Planet Hardware, as applicable, the
    Service Credit shall equal five percent (5%) of the monthly fees payable by Customer in respect of such
    Planet Hardware for the month in which such Qualified Hardware Downtime Event first occurred and
    thereafter during the pendency of such unavailability, the Service Credit shall increase by an additional five
    percent (5%) for each continuous sixty (60) minutes of a Qualified Hardware Downtime Event up to a
    maximum of one hundred percent (100%) of monthly fees payable by Customer in respect of such Planet
    Hardware for the month in which such Qualified Hardware Downtime Event first occurred. "


    Which leads me to believe that we should be credited for %5 x 48 correct, which works out to over %100.

    Should that not leave us with a $150 credit, not $7?
    That's how I would read it also. 5% of your monthly bill ($7.50) per hour that your server is down.

    Since $7.50 * 48 hours > $150, I would think that you would get $150.
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  7. #7
    Join Date
    Mar 2003
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    Canada
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    The big question is, how long did it take The Planet to replace the faulty hardware and get it back online? (This does NOT include how long it took your staff to bring the server to production ready status.)

  8. #8
    Join Date
    Mar 2006
    Posts
    84
    The planet fully acknowledged the 48 hours.

    The response regarding the time for the credit was as follows:

    "I will go ahead and approve 48 hours but that is the most I can approve without out my managers approval. I will send this back to accounting to calculate and coordinate the credit. I am sending this to them now but they will not be in till 9:00am."

    Meaning they fully acknowledge the credit for 48 hours.

  9. #9
    Join Date
    Mar 2006
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    Also, both raid drives were apparently toast, so a o.s. reload was involved and fresh cpanel setup etc, which is why it took them so long.

    I've opened a ticket with them. Was mostly just curious if anyone else has had issues with getting the proper credit amounts.

  10. #10
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    Quote Originally Posted by housefire View Post
    Also, both raid drives were apparently toast, so a o.s. reload was involved and fresh cpanel setup etc, which is why it took them so long.

    I've opened a ticket with them. Was mostly just curious if anyone else has had issues with getting the proper credit amounts.
    Both drives died at the same time? Perhaps your server is having some cooling problems... I've seen drives fail within days or weeks of each other, but never two at the same time.


    Alex

  11. #11
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    Quote Originally Posted by Nich View Post
    That's how I would read it also. 5% of your monthly bill ($7.50) per hour that your server is down.

    Since $7.50 * 48 hours > $150, I would think that you would get $150.
    THat's how I read it also. If it was $6~$7 overall, that would be a total joke.

  12. #12
    Join Date
    Jun 2008
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    405
    You should contact their 1800 number, you get nothing done by speaking to a sales representative/support ticket.

  13. #13
    All hardware fails, the only thing they are liable for compensation is the time it took them past the initial hour to get your machine back online. The time it took you to restore data etc is not included in that time, nor is it their fault to cover. You need to be prepared for hardware failures, they are a fact of life and will continue to be.
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  14. #14
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    Quote Originally Posted by Adam_OC3 View Post
    All hardware fails, the only thing they are liable for compensation is the time it took them past the initial hour to get your machine back online. The time it took you to restore data etc is not included in that time, nor is it their fault to cover. You need to be prepared for hardware failures, they are a fact of life and will continue to be.
    the 48 hours wasnt my teams time, it was acknowledged time on the planets bill... as per my statement above. My teams time is above that.


    Although I still think in a case where an entire raid setup goes down, and an entire restore is needed, this shouldn't even come into play. It should fall under an sla where you are simply "renting" hardware that is less than 2 years old...

  15. #15
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    That credit does seem a little bit low. Hopefully you will receive more than $6.94 in compensation. Good luck!

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  16. #16
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    Mar 2006
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    Seems the planet don't want to honor the sla they provide on the site.

    According to them, all im getting for the 48 hours of downtime is the $6.94

    They basically keep stating they just take the monthly amount, divide it by 30, and credit you for two days portion of that server.

    You have to love companies that wont even follow the policies they post in agreements.

    Time to start looking around for a new provider?

  17. #17
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    Quote Originally Posted by housefire View Post
    Seems the planet don't want to honor the sla they provide on the site.

    According to them, all im getting for the 48 hours of downtime is the $6.94

    They basically keep stating they just take the monthly amount, divide it by 30, and credit you for two days portion of that server.

    You have to love companies that wont even follow the policies they post in agreements.

    Time to start looking around for a new provider?
    KHazard @ The Planet is pretty active on these forums, and he generally positively intervenes in these situations. I would give him a day or two to see this thread.

    -mike
    Mike G. - Limestone Networks - Account Specialist
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  18. #18
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    Quote Originally Posted by housefire View Post
    Seems the planet don't want to honor the sla they provide on the site.

    According to them, all im getting for the 48 hours of downtime is the $6.94

    They basically keep stating they just take the monthly amount, divide it by 30, and credit you for two days portion of that server.

    You have to love companies that wont even follow the policies they post in agreements.

    Time to start looking around for a new provider?
    150 / 30 = $10. Did they tell you where the $6.94 comes from? the math doesn't ad up.
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  19. #19
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    Mar 2006
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    Sorry, I was off with the guess at what our monthly bill was for that server.

    We have a few with them, all with different prices.

    Turns out the server is $104 per month, so the math on the /30 makes sense, however that doesnt appear to be the way the credit works according to the hardware sla.

    In the end its only $104, but its more the principal of the matter. If the sla states its %5 for every 1 hour, and the tech acknowledged id be credited for 48 hours, then id expect the full %100.

    I have copied the sla quoted above into the ticket with them, hopefully I get a decent response.

    They have always handled things properly for us in the past, and I hope someone at the planet takes care of this properly for us this time.

  20. #20
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    Quote Originally Posted by housefire View Post
    I've opened a ticket with them. Was mostly just curious if anyone else has had issues with getting the proper credit amounts.
    We were charged until recently for a server that we had canceled over two years ago. ThePlanet gave us no trouble about crediting that back.

    Fortunately, in the years we've had some hardware there I haven't had to use an outage credit once. I wouldn't bother if some hardware failed and it was swapped quickly.

    I agree with the previous posters that your 48 hour number shouldn't include the time it took you to restore your backups. The fact hardware, and the RAID, can fail is a natural part of the business we're all in. It's going to happen. It's nobody's fault. If there was an unnatural cause for downtime -- incompetence, network issues, missing parts -- then you're surely entitled to a service credit.

    However, I wouldn't be frustrated at them because hardware failed and you had to do some work. Hope for the best, plan for the worst. Hardware will fail. RAIDs will go corrupt.
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  21. #21
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    Quote Originally Posted by jstanden View Post
    However, I wouldn't be frustrated at them because hardware failed and you had to do some work. Hope for the best, plan for the worst. Hardware will fail. RAIDs will go corrupt.
    I agree with you fully. I guess I might have overreacted a bit. I guess we will just see what happens.

  22. #22
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    I'm sorry I didn't see this thread last week... It looks like there's a bit of confusion here, and I'd love to investigate a little further. HouseFire, if you could post one of the sites you have hosted on The Planet's network, I can find it in our system to check in on your tickets.

    Based on the monthly cost, it's unlikely that this is a managed server or a server with Alpha Professional advanced services, so it would be covered by our standard SLA. In the Standard SLA, there is no reference to any hardware-related service level agreement. I believe that the excerpt quoted comes from either the Alpha Professional SLA or the Managed Hosting SLA.

    I'm sorry to hear about the hardware-related downtime, and I don't mean to downplay how significant that can be to a business ... This thread is primarily about the service credit due, and without any hard evidence, I think the confusion is coming from an expectation of an SLA that doesn't apply.

    Even if that is the case, I'd like to follow up with the ticket to see if/where we could have responded quicker to get the server back online.
    Last edited by KHazard; 07-06-2009 at 12:00 PM.
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  23. #23
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    Quote Originally Posted by KHazard View Post
    Based on the monthly cost, it's unlikely that this is a managed server or a server with Alpha Professional advanced services, so it would be covered by our standard SLA. In the Standard SLA, there is no reference to any hardware-related service level agreement. I believe that the excerpt quoted comes from either the Alpha Professional SLA or the Managed Hosting SLA.
    I was not personally aware that The Planet had different Service Level Agreements depending upon service level. Good tidbit of information to know. Thanks for the reply, KHazard!

    -mike
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