On Tue, May 3, 2011 at 9:30 AM, Brian J. Rogers <[email protected]> wrote: > So for those of you using Linode, how have they handled any downtime? I > know it's going to happen no matter where you host, but I'm curious to > know how they treat customers after it happens. SliceHost gave me a free > month after they had a small problem one night, and they did it without > me having to ask for it. I feel like that's the kind of treatment that > will earn my business.
I've been with Linode for almost 7 years now. I've never received a credit for downtime, but at the same time, the closest thing to a SLA Linode provides is a 99.9% uptime guarantee, which allows for 43 minutes of downtime per month (it is applicable to a monthly basis at least), and I've never experienced more than about 2 hours downtime in my worst year. I think there was once that I did have just over an hour downtime once, but never requested a pro-rated refund. So to answer your question at least partially, I'm fairly certain you have to actually request a refund. Though they respond to support tickets extremely fast, and have never let me down for the few times I've had to put in tickets (mostly for upgrades, or billing changes). You are right, everyone has downtime eventually, though one of the reasons I have stuck around for so long is because it happens so infrequently at Linode in my experience. It seems to only happen about twice per year, it's usually never for longer than 15-20 minutes each time, and about 70% of the time it's network downtime, leaving the host online and running without a reboot most of the time. And to be perfectly honest, it's only happened maybe once in the entire 7 years when it's been caused by some negligence on part of the Linode staff. Once was a hard drive on my host failing, though they are configured in a RAID 1 mirror, so I was promptly moved off the host and no data was lost. Linode is always on the ball as far as mitigating any problems very quickly, then writing up a full report shortly after it's been fixed. If you're curious, you could always browse http://status.linode.com/ for an idea of what has gone down datacenter-wide, for how long, and what kind of issues usually pop up. That status page aggregates all issues across all 5 datacenters btw, most of those issues never actually affect more than maybe 20% of all Linode customers. As Jonathan mentioned, feedback from users verges on fanatical, and I'm certainly no exception, so I'll save you the rest of the details for the sake of simply providing info in regards to downtime as you requested. There's plenty of reviews online if you're looking for more info. Regards, Bryan Petty _______________________________________________ UPHPU mailing list [email protected] http://uphpu.org/mailman/listinfo/uphpu IRC: #uphpu on irc.freenode.net
