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Originally Posted by Juon
What do you do when your server(s) goes down?
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How do you communicate to your customer that you have a server problem or they have a domain problem?
1) Send out an all customer E-Mail
2) Post a notice at the Help Desk Page / Support Forum
3) Place a phone call to all of your customers.
4) Wait for the customer to:
....A) E-Mail / IM
....B) Phone / Fax
....D) Help Desk/Ticket
....E) Support Forum
5) Nothing
6) Combination of the above (please list).
What happens if your ONLY server goes down?
Do you have an "other website/e-mail server" for that purpose?
Do you maintain an "alternate web site" that your customer can reach?
Does your alternate web site "kick-in" when your main site is down?
Can you route your nameservers to site 1 then to site 2 if site 1 is down?
Do you provde any alternate way for your customers to communicate to their customers that they are having problems on their web site and that their host is working on the problem?
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Your hosting site should not be on the same server NOT should it be in the same data center or even the same state. Build a relationship with a MIN of two data centers.
It doesn't matter how you tell your users what is going on as long as the user's are used to the method chosen and you tell them. Most will understand everyday problems. Now if your server is falling like a pack of hit-cakes, time for a new data center, host or server!