Not the 100% uptime guaranteed.

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stefandunn's review of CWCS


“Not the 100% uptime guaranteed.”

Written on: 24/10/2013 by stefandunn (1 review written)

We have a Cloud VPS account with CWCS, and were promised 100% (I know this is unrealistic, but it's their words) uptime. In the last 2 months, it's gone down 3 times for longer than an hour each time. We host around 20 websites for some big clients which require reliable hosting and could lose out on a lot of sales if they go offline. The support never have an idea of when things are going to be available again, and we are never informed when something bad has happened unless you subscribe to one of their status pages. I've hosted a few personal websites on budget hosting companies which have had better reliability than this premium service. We're not that impressed.

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Ldocherty's Response to stefandunn's Review

Written on: 10/12/2013


This is Peter from CWCS Managed Hosting.

First, I would like to apologise on behalf of CWCS for the issues you have had. We did have some problems with our cloud services in October 2013, part of which were due to extremely aggressive and sophisticated ddos attacks on one of our data centres. Unfortunately, this affected a small percentage of our customers, but also unfortunately affected some customers more than others.

Since then we have put extensive measures in place to further increase infrastructure resilience, improve overall speed, performance and reliability, and strengthen defences against the latest generation of attacks. We also have a policy of continuous improvement to our hardware and infrastructure and invest significant amounts to ensure we deliver a superior hosting service.

Our 100% Network Uptime Guarantee refers to a financially backed agreement where, should our network be unavailable we will compensate you financially or add credit to your account. Guarantees of this nature are standard throughout the industry, and in line with our service level agreements, customers affected by the issues in October have received compensation from us. However if this wasn’t made clear to you again please accept our apologies.

Because of the nature of the recent attack on our data centre it was extremely difficult to predict how long unavailability would last. An experienced team of highly qualified technical specialists started working on the problem immediately (both from CWCS and external service providers) but, partly due to the evolving nature of the attacks, during the early and mid-stages of the issues we were unable to provide estimates we felt were reliable enough to communicate to our customers. However, we realise that we could have communicated better during this time and have reviewed our fault identification procedures to improve the quality and timeliness of information we provide to affected customers.

As an aside, we have notified the legal authorities and hope to work with them to try to identify the perpetrators of the recent attacks on our data centres, and if at all possible we will take action against them. Although difficult due to the sophisticated and international nature of the attacks, other providers that have suffered similar issues have made legal successful legal cases in the past that have resulted prosecutions. Sadly ddos attacks are a problem for all hosting companies large and small so we are constantly on guard and reviewing security.

We provide live status update pages to make things easier for our customers (so there is a single point of reference they can access all the latest information and updates when there is a problem). Please note our status pages do not (and never have) required a subscription – they are available to anyone that wants to see them. You can also access them via our company website and our support site.

Obviously we are extremely disappointed that you are not impressed with our service. We built our company by delivering high quality, reliable hosting products and services along with excellent technical support. A recent survey of our customers in November 2013 showed that over 91% of our customers are likely to recommend CWCS to other businesses or people they know.

I understand your Account Manager (Paul) has spoken to other people within your organisation about your recent issues but if you would like to discuss this further with him or have any questions or concerns please do not hesitate to give him a call.

A Root Cause Analysis (RCA) report is also available to all customers that experienced issues. If you have not received a copy please get in touch and we will provide one.

Once again please accept our apologies for your inconvenience and please don’t hesitate to contact us direct if you would like to discuss further.

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