Downtime Tips for Web Hosts
Related Podcast Link: Listen to Episode 124!
Having a server or entire network go down is never a good thing. The web host should always have a good plan of action when this sort of thing comes up. They should be ready to inform the public about the problem and last but not least they should never ever panic.
Have a plan. Lets say a worst case scenario has just taken place for a web host, a server has gone down and they don’t exactly know the reason yet. What are they to do? Running around like a chicken with its head cut off is just not an option here. Web hosts need to make sure they have a good guy in charge, that can direct support to handle new e-mails and help desk tickets.
They need somebody who can send the system admins in after the server to find out the issue. Every web host should have a plan in place before bad things happen so that when they do happen the Web hosting support gurus know - ok, this is a code red so we go to backup plan 233.
Let your clients know about it. Some web hosts like to keep the bad things a secret and only prop up the positive. This might seem like good PR advice, but in all honesty your current hosting clients are going to want to know what the heck is going on with that server. Use a forum, blog or any other web host to public tool you might have in place to put your clients’ mind to ease.
Let them know you have found the problem, established the cause and are working for a solution.
Don’t panic! The worst thing a web host could do is to panic in an emergency situation. As long as you stay cool, calm and collected - so will your clients (with maybe a few exceptions). Don’t get freaked out - just get to work. That server is depending on you. Your clients are depending on you. If you can’t stand up to pressure and stress, maybe the web hosting business is not he business for you.
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