Cam ponders web hosting SLAs and wonders what’s reasonable. For his hosting, they guarantee 99.99% uptime, which works out to 52 minutes per year. (His outage was about 9 hours, or about ten years’ worth).
Bad stuff happens. We all know that. Even if it’s the most reliable setup ever. But there’s some major factors in determining what’s acceptable:
Frequency — If it’s happening too regularly, then there’s a reliability problem. They need better hardware, better software, whatever it is, needs to be fixed. Cam reckons it’s the second time in a few months.
Response — Obviously, you want a quick response, and a quick (and reliable) solution. There’s also sorts of monitoring tools out there these days. Typically anything like a full outage should be known about within minutes. A reputable web host will have substitute hardware ready to switch-on and go just as soon as that nice recent backup is restored.
Communications — Any third party like this has to keep the customer informed. There’s no excuse for not doing so. SMS alarms, emails, phone calls, whatever. (I wrote about alarms recently for my work blog.)
BTW, Cam’s also having troubles with his iPod… or more accurately, Apple’s 90 day warranty on replacement units.
I reckon he’s jinxed, myself.