Please choose the category bellow basing on the type of your question:
| 1. Presale questions |
- Q.1 What is ServiceUptime.com?
ServiceUptime.com is a subscription-based service that uses a global network of servers to monitor web site availability and performance. ServiceUptime.com is deploying remote monitoring agents in strategically selected cities and on major backbone segments around the world to simulate the end-user experience of your web site and its key areas at any given moment. ServiceUptime.com instantly alerts you in case of problem detection and provides you with web-based access to real-time reports for performance and availability analysis.
- Q.2 Do I have to download and install client software on my web site to use your service?
Absolutely not. We monitor over the web, so ServiceUptime.com does not require any software at the client web site.
- Q.3 Is there an initial set up fee to open a service account?
No. There is no set up fee for opening a service account.
- Q.4 Can I cancel my service account?
Yes. Please contact us and we will remove your account within 3 business days after identity verification.
- Q.5 Is there a cancellation fee?
No. For whatever reason you decide to cancel your service account, there will be no cancellation fee.
- Q.6 I can monitor my own servers locally. Why do I need ServiceUptime.com?
Often, your servers appear to be working just fine from within your office. You can retrieve web pages, ping the router, etc. ServiceUptime.com does more than monitoring the up/down status of your web site and web server. Individual servers (SMTP, DNS, HTTP, etc) are checked with their respective protocols to ensure the server itself is responding properly. Most important, ServiceUptime.com tells you if your servers are really available to your customers and to the rest of the world, because we perform monitoring over the internet from different worldwide locations. You will always know with certainty if mail is deliverable, if your DNS server is resolving and if your web site is returning requests and delivering content.
- Q.7 How do I Manage my account?
With every service account we provide you with an online control panel, which is protected with your own login ID (email address) and password. From the control panel you have total control over all settings, management tools, contacts and real time report and graphics.
- Q.8 Does ServiceUptime.com guarantee my privacy?
All data you provide with our service - personal, billing, site information - will be kept strictly confidential and will not be sold, rented or made available to any third party for any reason. In order to guarantee a policy of high security protection for transactions made on our site, ServiceUptime has registered with the financial transaction security system set up by a specialist provider, the company 2Checkout (http://www.2checkout.com). Only 2CO has knowledge of the data relating to your payment card and this data is only sent in encrypted format SSL 128 bits.
- Q.9 Beyond the standard options, can you provide additional Customization?
ServiceUptime.com is dedicated to meeting customer needs, therefore we can customize the system to fit your needs.
- Q.10 I have more questions before I decide to use your services. How do I get answers?
You can email us at support@serviceuptime.com and one of our service representatives will gladly assist you. Our support and sales teams are available 24/7. If your question is more complicated, someone else will call you back with the right answer.
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| 2. Technical questions |
- Q.1 What should I monitor?
To ensure that your web site is working properly, all available servers need to be monitored. These are: the HTTP server which delivers you web site pages, the HTTPS server if you have secure area on your website and use the Secure server, the FTP server if you provide files for download to your customers, SMTP and POP3 servers to make sure your incoming and outgoing email is moving, etc.
- Q.2 How often does ServiceUptime.com check my site?
Our service monitors and checks your specified Web site protocols and pages you have specified every 1, 2, 3, 5, 10, 15, 30 or 60 minutes, based on your selections.
- Q.3 What exactly is being checked and monitored?
We check and monitor the availability, response time, DNS lookup and relative performance of your web site and its server protocols.
- Q.4 My Web site is hosted with an ISP. How would your monitoring services help me?
Your ISP cannot check if your Web site is accessible from outside, where your Customers are. When ServiceUptime.com monitors your Web site, it does it remotely simulating your real Customers? experience.
- Q.5 What types of applications are monitored?
The ServiceUptime.com service checks your Web Page (php, html, etc.) content and monitors HTTP web servers; HTTPS secure web servers, SMTP and POP3 email servers, FTP, DNS, Telnet and any custom protocols. ServiceUptime.com is constantly adding new features on additional application types to keep up with our client's changing needs.
- Q.6 What happens if your system detects a problem with my monitored web site and web server?
Every time we detect that there is a problem with your web site and web server, we verify the problem from several other locations to make sure that the problem exists and to reduce the number of false alerts. Once we verify the problem, we notify all your contacts via email or sms.
- Q.7 What happens if the problem with my web site persists?
Once the problem is detected alert message is sent to you. We continue checking your Web site availability and response times at regular intervals predefined in your service plan settings. When your web site resumes its regular activity, you receive a notification that it is functioning normally again.
If the problem persists you get next alert in 24 hours informing you that your service is down for 24 hours. After that your service will be disabled. Once you fix the problem you can login into your control panel and make the service active again.
- Q.8 How do I know my web site is operating correctly again?
When your web site resumes its regular activity and ability to serve your customers and visitors, you and your contacts receive a notification that it is functioning properly again.
- Q.9 Why do you support multiple geographic monitoring stations?
When one of our monitoring stations detects a problem with your web site and web server, it triggers one of the other monitoring stations to confirm that it is detecting the same problem. This multiple confirmation of a problem helps to reduce false alerts. You are notified only if the problem is confirmed by at least two independent monitoring locations. Second, using multiple servers gives you an idea of the performance seen by users in different geographic locations.
- Q.10 What does it mean when my contacts are notified that my service is down?
Whether it is a router, web server, or other web device or protocol, a "down" notification means that ServiceUptime.com is unable to reach your system via the internet. This may happen for several reasons - your web server is down, the internet connection is down, your Web Hosting provider is having network problems, etc.
- Q.11 Is it possible that some of the alerts I receive are false?
Very rarely you can receive false alerts. Our false alerts prevention system makes sure that all errors are verified from other monitoring stations and only if they confirm the error, an alert is being sent. We constantly monitor and optimize the system, so you do not get alerted with no reason.
- Q.12 Does it matter what my Web site and Web server technical platform is (example: NT, Apache, Linux, UNIX, MAC)?
No, ServiceUptime.com and your clients don't need to know what your technical platform is to use your Web site and buy products or use the services you offer. In fact, our service simulates user experience and users do not care about platforms. Visitors and users are interested in the content of your web pages and they want to have a trouble-free visit to your web site. We help you make sure they do consistently.
- Q.13 Can I monitor more than one Web site with ServiceUptime.com?
Absolutely yes. ServiceUptime.com can monitor as many web sites as you wish with your service account and you will just need to set up the Web domains and addresses of the sites you would like to monitor. Either upgrade your current level of subscription to higher and get more monitors, or use additional services if there is any left on your account.
- Q.14 Does your service support Secure Socket Layer?
Yes, ServiceUptime.com capabilities include the monitoring of Web pages that require Secure Socket Layer connections. This will enable you to monitor all your "https" sites for performance, response time and downtime.
- Q.15 What happens if your monitoring server goes down?
We monitor from multiple stations at diverse data centers. If a primary server fails, one of the remaining servers will immediately take on primary service with a synchronized copy of all data. Our servers monitor each other as well as your site.
- Q.16 Will the traffic on my web site increase by performing the Monitoring Service?
No. The packets of information we send are extremely small and the Service will not affect the traffic of your web site.
- Q.17 Does your service provide Web Page (html, php, asp, cfm, etc.) Content Monitoring?
Yes, we do provide content checks. If a keyword is not present on the web page we send an alert as it is either was changed or not available.
- Q.18 Will your service affect the performance of my site?
No. Our engine looks like any other web site visitor to your site.
- Q.19 I am using the free account. Can I receive SMS alerts?
The SMS notifications work as well as all the other features in the free account of our monitoring service. You will need to buy SMS package and set up contact information.
- Q.20 How do I use the e-mail gateway on my cell phone to receive notifications?
Each digital phone within the US and some other countries has an e-mail address attached to it and all e-mail sent to that email address gets forwarded to that cell phone. This is the email address that is used to send notifications to wireless devices as well as alphanumeric pagers.
- Q.21 What is a Ping?
'Ping' is a network utility that monitors the time delay and reliability of messages sent across the network. A small message is sent, and the receiving computer immediately sends a response message. By monitoring the time delay and percentage of responses that are received, we can estimate the network reliability and latency. We also use ping to determine whether your host computer is online. Failure to respond to a ping indicates that your computer is either down or not connected to the Net.
- Q.22 Do you provide WAP monitoring?
You can monitor your Wireless Application Protocol page with ServiceUptime as an HTTP.
- Q.23 Can you monitor WindowsMedia servers?
Currently the only way to monitor this type of servers is the ServiceUptime.com Custom port monitoring feature. If you provide us with the host you want to monitor we can set a test target for you.
- Q.24 Does ServiceUptime offer DNS monitoring?
Yes, we offer DNS server monitoring.
- Q.25 Is there a false alert prevention feature with ServiceUptime?
If an error is detected the monitoring agent tries to confirm it with a secondary locations. The secondary locations perform the same tests as the primary location and send the result back to the monitoring agent. If there was a problem connecting to one of the secondary locations the confirmation procedure is repeated with a third location and if the error is not confirmed or both second and third locations are unreachable the monitoring agent will record a successful test.
- Q.26 What is measured by the response time?
The response time for a server does not include the download time of the files. It is the time from the initiation of a connection to getting the acknowledgment reply from the server. It does not matter how big your homepage is. The time shown on the logs is in milliseconds.
- Q.27 Does monitoring affect counters?
It depends on the counter you are using. If the counter is a picture the monitoring will not affect it, but on every check a hit form ServiceUptime will be reported in your access log.
- Q.28 Can I share/show my uptime/downtime statistics to my website visitors?
Yes, there is the ability to show your uptime/downtime statistics to
your website customers.
1. You may put a button or a link on your website that will lead to
your summary statistics page.
2. You may put a button that displays your real uptime. Pressing that
button will also lead to your summary statistics page.
- Q.29 How long do you keep the log data ?
By default the log data never expires. In case you do not need your statistics please let us know.
- Q.30 How can I deactivate the reports by email?
You need to go to "Profile" section and uncheck ?Receive Monthly Report?.
- Q.31 Do you provide a way to show some or all reports of the uptime/downtime being monitored on our website for our customers to view?
Yes, there is the ability to show your uptime/downtime statistics to
your website customers. There are 2 options:
1. You may put a button or a link on your website that will lead to
your summary statistics page (
example)
2. You may put a button that displays your real uptime. Pressing that
button will also lead to your summary statistics page.
Both options are available for any account (including free) in users
menu under the Public Statistics item.
The summary statistics page has monthly and yearly statistics as long
as some other necessary information.
- Q.32 Can I choose the number of failures before the alert is sent?
Yes, there is the ability to choose the number of failures before the alert is sent
(both email/sms). You may choose to send alerts after 1-5th failure.
- Q.33 Are Alert Notifications customizable?
You may change the subjects of available/down alerts the way you need. The body of email/sms notifications is not customizable.
- Q.34 Why do I get "down alert" when I can reach my website?
There is sometimes network connection problems on the Internet and even when you website is up and running on your server it might be still not available for majority of Internet users. When we report outage of your website we check it twice from 2 different locations and if both report outage we send the alert.
- Q.35 Is there any way to set up maintanence hours to suspend monitoring?
Yes, premium service users have the ability to set up maintenance schedulers and suspend monitoring for every single monitoring service at a specific time or interval.
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| 3. Billing questions |
- Q.1 What is the billing cycle and when do you bill me for your services?
The cost of the subscription is automatically debited to the credit card on the "anniversary" of each month subscribed for (if you have purchased a subscription 5 March, on the 5th of each month ServiceUptime will debit the amount of your subscription).
- Q.2 Do you accept credit cards?
Yes, we accept major credit cards such as VISA, MasterCard, American Express, Discover and other. In order to guarantee a policy of high security protection for transactions made on our site, ServiceUptime has registered with the financial transaction security system set up by a specialist provider, the company 2Checkout (http://www.2checkout.com). Only 2CO has knowledge of the data relating to your payment card and this data is only sent in encrypted format SSL 128 bits.
- Q.3 Can I pay via wire transfer?
In case you are unable to use standard payment method, you can pay by wire transfer. Please contact us for more details.
- Q.4 Can I get a refund if I cancel my order with you?
Yes, you will get complete unconditional refund when you submit cancellation request within 30 days after the order was placed. If the request is submitted after 30 days period you will not be applicable for money back. If you would like to cancel your yearly payment this will be refunded partialy only if the request is submitted before 60 days period. All requests after 60 days of service usage are non refundable. The partial refund can not be less than $4 (four US dollars). No refund is available for custom plans.
- Q.5 If I cancel my account in the middle of the month, are you going to charge me for the whole month?
No. If you cancel your account in the middle of the month, we will prorate the amount based on the days you used the Services for the month. Example: you cancel on the 15th of this month and your current level is Premium $10. You will get $5 refund. The refund may not be less then 4 US Dollars. This refund is available only upon request.
- Q.6 Can I get a refund for discounted yearly payment?
You can get a partial refund when the cancellation is submitted not later than 60 days of service usage. After 60 days period no refund is available.
- Q.7 Can I get a refund for purchased SMS alerts?
Unfortunately, sms packages are non-refundable.
Sms alerts also do not expire.
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| 4. Affiliate questions |
- Q.1 How do I apply for your Affiliate Program?
In order to apply for Affiliate Program please log into your ServiceUptime User Control Panel and proceed to Affiliate Account to activate it. Once you enter your PayPal account info and agreed to Agreement you are ready to participate.
- Q.2 How does your Affiliate Program work?
Once you put your affiliate link you start making money for referring new customers to ServiceUptime.com.
You earn the amount equal to one monthly price for every monthly subscription and 1/12 of every yearly subscription made through out the click from your affiliate link. The revenue starts from $4,95 for every referred customer to unlimited as there are plenty of custom plans up to $950/month and $1500/yearly.
- Q.3 When and how do I get paid?
Once you accumulate $100 on your affiliate account you get paid through PayPal within 10 days.
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