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North American Network Operators Group Date Prev | Date Next | Date Index | Thread Index | Author Index | Historical Re: outages, quality monitoring, trouble tickets, etc
On Mon, 27 Nov 1995, Jon Zeeff wrote: > Being in the web hosting business, we measure our own "availability" > and that of others. The top providers do 99.9%. The median > in our sample group is 98.5%. That's about 15 times worse and > 11 hours/month. > > It's amazing how many of the companies in the low 98s claim 99.9%. I'd be terribly interested to know how you obtained these figures...we do web hosting services as well. I had one of our clients complain angrily for weeks that his web site was frequently "down" because he couldn't get to it from AOL. I had to sit him down and show that his site was operational and accessible from a dozen other sites to convince him that AOL was the exception, and that our connectivity and server reliability were not to blame. I find it hard to believe that many providers could offer only 98% reliability (assuming, of course, that this is a measurable quantity; this is shaky ground); this implies that over an average period of 100 hours (less than 4.2 days), there exists a total of 2 _hours_ of "downtime" (assuming, again, that this, too, is determinable in any meaningful sense). > We also offer guarantees to some of our customers. If we don't meet > x% availability, we refund $xx. It's not enough to break us, but > it does reassure the customer that we are concerned. Do you take the customer's word for it? > If more providers did this, we would probably see much more > rapid progress towards more reliable networks. As it is, nobody > has a quantifiable cost for "unreliability". I think the reason for this is obvious. If a customer complains that your network is unreliable because he can't reach it from point X, do you give him a refund? Not all of us can afford that...I know we get more than a few complaints of this type every month. // Matt Zimmerman Chief of System Management NetRail, Inc. // [email protected] [email protected] // (703) 524-4800 [voice] (703) 524-4802 [data] (703) 534-5033 [fax]
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