[Resellers-list] Service calculations and credits

[Resellers-list at hostmatters.com]

(Originally posted to the support forums at 
http://forums.hostmatters.com/showthread.php?threadid=10221)

Please be aware of the following account-related items.

  As everyone is aware, we suffered three distinct days of DOS attacks, 
resulting in inaccessibilty:

  Thu/Fri, Oct 16-17: 5 hours, mostly non-intermittent
  Mon, Oct 20: Intermittent issues beginning at 1030 Eastern, aggregate 
time has been set at 5 hours to cover various periods of impact
  Tue, Oct 21: One brief issue, one longer issue, aggregate time about 5 
hours
  Total: 15 hours (900 minutes)
  Percent of total unavailability for a 30-day period represented by the 
above: 2%

  We faced a bit of an issue determing what credits (if any) should be 
applied to client accounts due to these issues: the actual impacting 
event was out of our control, and the inaccessibility of the servers 
was not due to fault within our network itself or as a hardware issue. 
We will not be receiving any SLA-related compensation ourselves, but 
thought some sort of credit was in order for our clients base, all of 
whom were affected by this and as frustrated by it as we were. A credit 
based on the actual percentage of inaccessibility (2%) or even rounding 
up to a full day (3.33%) were possibilities of assigning this credit, 
but we rejected both. Instead, we will be assigning a 6% credit (2% 
total impact time times 3 days) to each client against the monthly 
calculated fee for their account - that is, if you are on a longer 
contract with the discount associated with that package, the monthly 
fee will be calculated and the credit based on that number.

  All credits will be assigned in the November billing period, starting 
with the 1st.

  The way it will work:

  Invoices will be generated as usual. We will then individually edit 
each invoice to reduce the charge by the appropriate amount for the 
client. Something you should note is that the payment notice, sent when 
an invoice is processed, may still reflect the full invoice amount. 
However, the actual charge to you will be the reduced amount.

  Resellers/dedicated clients; please see announcements in your areas 
for further information on how this will work for you.

  If you have any (general) questions, feel free to post to the forum at 
http://forums.hostmatters.com or submit a ticket via the helpdesk at 
http://www.hmhelpdesk.com. If you have specific questions related to 
your account, please submit a ticket only, as we do not discuss 
individual billing issues in the forum.


Regards,

Annette
Hosting Matters, Inc.
http://www.hostingmatters.com