The Planet SLA credits
 

Has anyone been able to get the credits based on their 'explosion' outage and the SLA creditted to their account or is everyone else being strung along too? You'd think that almost a month would have been enough to apply those credits by now, specially since they didn't bat an eye when they had to rebill for the latest month.

i got mine weeks ago along with a lovely fruit basket they sent to my home and a note apologizing for the outage...

We got ours too

Well seems that the credits do not apply to servers that were effected by their DNS servers not being available, eventhough that meant a packet loss of 100% for over 2 days. Another great support experience with ThePlanet. And yes they wait over a month (and two rebills) to come to that conclusion. I guess their SLA doesn't mean squat.

I'm sure the SLA is a network based SLA and not a DNS based SLA. You could of changed your DNS pretty quickly and had this resolved.

uhm, no I couldn't since their outage also took out servercommand through which I had to repoint my DNS.

You could have changed your dns at the registrar level and point to a free dns service such as zoneedit ...

I would have given you free dns for the outage duration....

Yes but as we know by the time it would have propagated, the outage was over, it takes from 12-72 hours to properly propagate. Their SLA doesn't say anything about DNS being excluded. It states packet loss of 5%+.

and packet loss relates to the network, not DNS. you should be using your own DNS or a 3rd party dns service.
You wernt experiencing "packet loss", you were timing out because the domain wasn't resolving; which they do not have an SLA on. The SLA backs what it says it backs, anything else is not covered and should be considered as being SLA-less and you simply plan based around what you get and don't get.

If that's so, then why was their DNS down? ... to me their network problem and DNS problem are two very related things, and thus the OP should be credited for the downtime.

Good point, but this is an instance where it's not as clear-cut as it seems ...

* Presumably he was sold / setup with a server(s), intended for webhosting use, using by default The Planet's DNS for his websites to function.

* He was unable to access the DNS manager servercommand, that presumably resides somewhere else (ie not on his server), on The Planet's network.

* DNS is an integral part of The Planet's network ... I'm assuming the name server addresses used by the OP are the same as those used by The Planet for internal network use ... which appears to be the case, since the OP indicates servercommand was unavailable.

Bottom line this is one worth fighting; esculate it up a few levels, and he'll likely get the credit.

Ron