NYCPHP Meetup

[Tom Melendez]

Hey Folks,

I'd like to offer my (brief, I promise) opinion on this having been on
both sides of the fence (offering and evaluating an SLA).  I also want
to note that I am coming into the middle of this thread, so I may have
missed the initial requirements.

We all want 100% uptime, which as Ken said, is only good until the
first time they are down.  Really, what you want is someone who
promises a respectable uptime and has a process in place to make it
happen.

What about an SLA?  Well, my experience has been that SLA's really
amount to "well, if we're down and you complain, we'll refund you your
money for the month (or period of time)."  No SLA that I have ever
seen reads, "If we're down, show us how much you lost in revenue
(e-commerce site) and/or lost productivity (mega-corporation) in that
time and we'll cut you a check immediately".

I admit it has been a few years so it totally possible that this has
changed, but I doubt it.

Tom
http://www.liphp.org


On 11/16/06, Burak Ueda <subscriptions at burakueda.com> wrote:
> Using Softlayer for my customers and for myself almost a year now.
> They have 99.9% uptime SLA. There are 1~10 minutes of scheduled
> maintenance down times in every 3-4 months. Most of them takes less than
> 5 minutes.
> Network is amazing, staff is professional and prices are cheap. You can
> get a pretty powerful box well under $200/mo
> *however* they are UNMANAGED.  *but* they have a very good paid support
> system. They will fix/install/update anything you want, for only $3 per
> ticket. And they do it in minutes.
>
>
>
> David A.Roth wrote:
> > It can have great prices, fast machines with tons of disk space,
> > wonderful customer service and be totally Linux friendly, but if they
> > are down 40 minutes or so at random times it isn't acceptable to an
> > online catalog web site. While a promise of an uptime of 99% sounds
> > near perfect, 1% downtime can be a lot especially when its at peak
> > times. I might be expecting too much, and it might cost too much, but I
> > thought I would post and see if anyone has recommendations and
> > solutions for web hosting services that have better than what I have
> > described in uptimes.
> >
> > Thanks in advance,
> >
> > David Roth
> > rothmail at comcast.net
> >
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