Server Status FAQ's
● My website's down, can you move my account to another server?
○ I am sorry for the downtime you experienced and any inconvenience this
may have caused. Our first priority is to get the server up and running
as soon as possible so you experience no more down time. The resources and time
it would take to move you to another box is far greater than the resources currently
being used to bring your server back on line. Unfortunately, at this time, because
your account is on a server that is undergoing maintenance, we cannot move
your account. Even if it were possible to migrate your account to another server,
it would take 24 to 48 hours for DNS propagation. Doing this would also
pull valuable resources and increase the length of time to resolve any issues
currently being addressed.
● Why do you perform these updates in the middle of the day?
○ We notify our customers in advance, by email, of any maintenance which
we expect to cause downtime. We also schedule these updates during a time
when it will impact the least amount of customers. There are times, however,
when emergency repair and security fixes need to be done immediately. Due
to the nature of this situation it is not in anyone's best interest to delay
● What is a rebuild tree?
○ A shared web host server contains millions of files. Given the amount
of traffic to a shared server, corruption occasionally occurs. A file systems
check or rebuild tree is the way a server corrects this corruption. Because
of the number of files on the server this process can take anywhere from
1 to 4 hours and in some cases on other file systems can take 4 to 8 hours.
● Why don't you have server redundancy?
○ We have invested millions of dollars in providing as many redundant
systems as possible, such as: routers, Internet connectivity, ups power
backups, and backup generators However, the shared hosting environment does
not allow for us to offer redundant or clustered servers while keeping our
customers' costs low.
● Can I get a prorated refund for the down time?
○ Due to the complexity and nature of a shared webhosting environment
downtime occurs. Unfortunately, we do not offer compensation for any down
time. We are sorry for any inconvenience or loss which resulted from your
website being down. For any questions about our policies and procedures
please see our Terms of Service. (link here)
● What about the 99.9% network uptime guarantee.
○ The 99% guarantee that we had was for network uptime which
is the connectivity of our network to the Internet. We do not guarantee 99.9%
uptime, however, this is what most of our customers experience. We do all we
can to maximize the amount of uptime each of our customers receive by investing
millions of dollars in providing as many redundant systems as possible. Such
as: routers, Internet connectivity, ups power backups, and backup generators.
Unfortunately down time on the Internet occurs frequently and with shared web
hosting it is inevitable. The majority of down time we experience is caused
from a minority of users who over extend server resources causing performance
degradation. We continually monitor our servers and react quickly to minimize
such abuse. When down time is experienced our systems administrators respond
very quickly to ensure that your website is back up as soon as possible.
Keywords: server status website down refund prorated compensation network uptime guarantee rebuild tree server redundancy updates maintenance