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I noticed that there are many new users in the CrocWeb downtime issue today, so I thought of sharing to the newbies how I handle issues like this.

1. Offsite back-up – for sure you read this many times but read it again Your panic will surely lessen if you know that you have this.

2. Uptime monitoring – always monitor your service uptime.

If my website is down for the last 15-30 minutes it’s important for me to know the issue at hand. After 1-hour I expect that my provider has solution and this is also the time that I will proactively notify my clients via email about the situation.

Clients are appreciative if you inform them because you are also preparing them whether to leave you or stay with you – depends on your relationship with them.

If this is hardware issue and the provider says that they need to do the famous “fsck” or replace something – I usually give them 12-hours to finish the job; because I expect them to have backup hardware.

If this is DDoS – I usually give them 24-48 hours.

Most importantly, I expect them to communicate on certain interval (maybe hourly, every 3-5 hours).

My decision is always based on the performance of the provider. I do not leave immediately if for 1-yr this is there only booboo but if this is there 3rd long downtime in one year…adios amigo!

Migrate your backups and tell the customer that you will provide instruction later to retrieve their old email from the old server and proactively offer them to restore the previous website if they like.

If you stay in this business…you will learn that many providers are really not concern and they simply want to get your money so be ready…backup, backup and backup.

Hope this helps

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