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How to get a refund for server downtime

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quickpeek

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2013
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I'm a costumer on Santrex, but in the last few days i had downtimes, that long.. Yesterday it wasn't reachable all day.

Ofcourse i registered some tickets, like 6. The last reply was the following:

Hello,

We're aware of the issue with that particular server, kindly check https://clients.santrex.net/serverstatus.php?view=open

That's where we keep updates on our work, upgrades and ongoing maintenance.

and AFTER you issue is resolved you can contact our billing department to receive a proper compensation by providing this as a reference ticket.

At the moment we're doing our best to restore the access to that server.

Kind Regards
Click to expand...

How should i tackle this? I'm targeting on how to ask a refund..

I'm really considering to change hosts (i'm making a back-up of my storage and db on Santrex.).
 
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Does your provider has any defined SLA?If yes than look up in that document and ask them for the compensation according to downtime duration and respective percentage.

Also are you sure it is not a scheduled maintenance because scheduled maintenance are mostly not considered in SLA refunds when asking for credits.

And first let your provider finish the rectification and than proceed for the refund.

Regards
 
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Santrex has strictly 'no refunds' policy. There were several cases(WHT) where they did not even deliver peoples dedicated servers, and they haven't refunded even in this case.

You will get pre-definded reply 99% of time, it's outsourced support.

Make sure to take your stuff first, then ask for a refund and complain because they may suspend your VPS otherwise.
 
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as u ur company if they have refund down time policy , if they have u can get some amount as down time, maybe they merge they amount on ur next payment ,
 
They recommend me the following, was said by a co-worker at Santrex:

Hello,

We're aware of the issue with that particular server, kindly check https://clients.santrex.net/serverstatus.php?view=open

That's where we keep updates on our work, upgrades and ongoing maintenance.

and AFTER you issue is resolved you can contact our billing department to receive a proper compensation by providing this as a reference ticket.

At the moment we're doing our best to restore the access to that server.

Kind Regards
Click to expand...

I'll take a look at the policy/ SLA. So maybe i'll try to contact the billing department.
 
"I'm a costumer " - ?

I think you will not get a refund. They would prefer to offer service credits or add free days to your service.
 
i agree with GeekHosting ;) check TOS of any provider before buying something. i know, it's looong and boooring, but saves money and time ;)
 
Every shiiit hosting company should have refund..WTF!! is this rule..i pay you for something, you give shiit service, and no refund..if i see i shoot you!!

I changed so many paying hosting company, that i find myself is better using free ones..
 
I wouldn't advise changing the providers just yet. It is very likely that all the providers have issue every now and then. Its just about how they handle them. So may be give them another chance? After all, changing hosting providers frequently isn't the best thing to do.
 
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