Hosting credit

Zeggy · July 16th, 2008, 6:05 AM

Okay, I asked this in a support ticket and nobody's gotten back to me, but it seems to be a simple question so I'll post it here anyways

Lately one of my hosting accounts (Bacon server) has been going down, A LOT. As the surpass policies say, account credit is my only compensation. So I asked for it, and I got it. Or they say I did.

So here's my question: Where can I see my 'account credit' and how do I use it?

Thanks

**Dan** · July 16th, 2008, 7:54 AM

If you have credits on your account you wont be able to see it until your next invoice is generated and they are applied to it.

Zeggy · July 16th, 2008, 9:10 AM

Hmm, okay. So that means I won't actually know how much credit I got.

Also, I can't receive more credit than the monthly charge, but I can request credit each month if there happens to be a lot of downtime each month, right?

Final question: is there anything I can do to reduce the downtime? Can I get moved to a different server or something?

**removed** · July 16th, 2008, 9:15 AM

bacon is a relatively new server -- one of the first on our new dual Quad Core config. I'll keep a close eye on it to see if we can locate what's causing all these issues for users on this server. Thanks!

**Dan** · July 16th, 2008, 9:43 AM

The credit you are given is added to your account and each month an invoice is generated it pulls the invoice amount from your credit pool. If you have more then the current invoice it will pull out enough to pay off the invoice completely and use the rest on the next months invoice.

You can request in your ticket to find out how much credits you have on your account currently.

**FyreFox** · July 16th, 2008, 10:04 AM

From the website...to give you an idea as to the credit amount..

Quote:

In the event that there is no web site availability, Surpass will credit the monthly service charge for the service as calculated below and as measured 24 hours a day in a calendar month. The maximum credit is not to exceed the monthly service charge for the affected month:

Web site availability credit
95% to 99.4% = 25%
90% to 94.9% = 50%
89.9% or below = 100%

In order for you to receive a credit on your account, you must request such credit within seven (7) business days after you experienced no web site availability so that we may check our stats and your stats. You must request credit by sending a request to our accounting division through our helpdesk at https://desk.surpasshosting.com. For security, the body of this message must contain your domain name, the dates and times of the unavailability of your web site, and such other customer identification requested by Surpass. Credits will usually be applied within sixty (60) days of your credit request. Credit to your account shall be your sole and exclusive remedy in the event that there is no web site availability.

**Twist3d** · July 16th, 2008, 2:55 PM

Quote:

In the event that there is no web site availability, Surpass will credit the monthly service charge for the service as calculated below and as measured 24 hours a day in a calendar month. The maximum credit is not to exceed the monthly service charge for the affected month:

Web site availability credit
95% to 99.4% = 25%
90% to 94.9% = 50%
89.9% or below = 100%

Very interesting find

**MarkRH** · July 16th, 2008, 4:29 PM

Oooo.. I could have gotten $1.50 back for April, May and June for a total of $4.50... LOL.. still above 99.5 for July.

Zeggy · July 16th, 2008, 10:42 PM

Quote:

Originally Posted by Dan

You can request in your ticket to find out how much credits you have on your account currently.

Ah, okay, because I received this reply:

Quote:

Per our SLA, a 25% credit for your monthly payment total was added to your account which you can see in your client area [client.surpasshosting.com/mb4] under "Credits".

I feel silly bringing this up (again), but I really can't see a Credits section. :P

July 16th, 2008, 6:05 AM	#1 (permalink)
Zeggy Registered User Fresh Surpasser Joined in Dec 2007 Hosted on Bacon 19 posts Gave thanks: 2 Thanked 0 times	Hosting credit Okay, I asked this in a support ticket and nobody's gotten back to me, but it seems to be a simple question so I'll post it here anyways Lately one of my hosting accounts (Bacon server) has been going down, A LOT. As the surpass policies say, account credit is my only compensation. So I asked for it, and I got it. Or they say I did. So here's my question: Where can I see my 'account credit' and how do I use it? Thanks __________________ PBBG Blog Server: Bacon

July 16th, 2008, 7:54 AM	#2 (permalink)
Dan Staff of Surpass Super #1 Joined in Apr 2007 2,739 posts Gave thanks: 151 Thanked 184 times	If you have credits on your account you wont be able to see it until your next invoice is generated and they are applied to it. __________________ D4nz Net - Surpass Help Desk - NES Forever Use the thanks button. It works! AIM: dansorl

July 16th, 2008, 9:10 AM	#3 (permalink)
Zeggy Registered User Fresh Surpasser Joined in Dec 2007 Hosted on Bacon 19 posts Gave thanks: 2 Thanked 0 times	Hmm, okay. So that means I won't actually know how much credit I got. Also, I can't receive more credit than the monthly charge, but I can request credit each month if there happens to be a lot of downtime each month, right? Final question: is there anything I can do to reduce the downtime? Can I get moved to a different server or something? __________________ PBBG Blog Server: Bacon

July 16th, 2008, 9:15 AM	#4 (permalink)
removed Surpass Abuse Admin Super #1 Joined in Mar 2005 Lives in Houston, TX Hosted on NONE 7,797 posts Gave thanks: 11 Thanked 278 times	bacon is a relatively new server -- one of the first on our new dual Quad Core config. I'll keep a close eye on it to see if we can locate what's causing all these issues for users on this server. Thanks! __________________ Unofficial IRC Channel: #surpass EFNet Unofficial = No official support. Support requests can be submitted to our helpdesk.

July 16th, 2008, 9:43 AM	#5 (permalink)
Dan Staff of Surpass Super #1 Joined in Apr 2007 2,739 posts Gave thanks: 151 Thanked 184 times	The credit you are given is added to your account and each month an invoice is generated it pulls the invoice amount from your credit pool. If you have more then the current invoice it will pull out enough to pay off the invoice completely and use the rest on the next months invoice. You can request in your ticket to find out how much credits you have on your account currently. __________________ D4nz Net - Surpass Help Desk - NES Forever Use the thanks button. It works! AIM: dansorl

July 16th, 2008, 4:29 PM	#8 (permalink)
MarkRH Race Surpass Super #1 Joined in Jul 2006 Lives in Oklahoma City, OK Hosted on sh102 1,222 posts Gave thanks: 18 Thanked 86 times	Oooo.. I could have gotten $1.50 back for April, May and June for a total of $4.50... LOL.. still above 99.5 for July. __________________ SH102 : Mark Headrick - Blog - Gallery Pelicar \| Company of Valor \| Mysstie Wolfestar

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