This is an archived blog post by Nairahost
Running a web hosting business is unlike running any conventional service related business as every second of the lifetime of the business counts. This is a business that is strung on a lifeline “drip” with inexcusable lapses in expected deliverables. It can be quite challenging especially when you run a web hosting company with lots of Nigerian customers. This is because the expectation especially as a Nigerian backed company is quiet different. A Nigerian customer expects a Nigerian web hosting company to be bad and of last resort and should be cheap at the same time.
Forget the geographic locations or the smears of bad publicity, a wink at the general expectations can be preposterous to say the least. This is not a generalisation or a sweeping argument, so Don’t get me wrong, this is rather a testament from years of serving the market. I am not saying their expectations from a Web Hosting company shouldn’t be high, but rather I am pointing out the fact that their expectations is quiet different, infact quiet unique, in comparison to other foreign customers.
Sometimes I think they forget that, there is No web hosting company that is flawless, servers are machines, they tend to be prone to certain risks, and not only that softwares running on them can turn out buggy which could expose risk on services rendered on them. A web hosting companies exposure is not even limited to reliance on the deliverables of the companies servers but also to other third party service providers that provide other services such as domain registration, dns management etc.
This been said, this should never be used as an excuse to protect web hosting providers from the expected top notch deliverables but rather an effort to spread awareness on the exposure that should be understood and dealt with through measures such as backups, that is not only technically centered but also policy centered to mitigate exposure and perhaps avoid them totally.
I am yet to come across a web hosting company that has not suffered from downtime or even loss in hardware, data through various means, but the problem with that is most of web hosting customers don’t quiet understand the challenge. The good thing about the exposure to such experience for the web hosting company is, it can learn and setup policies to prevent them from happening again. The bad thing about such exposure is, businesses tend to lose customers that tend to jump from one service provider to another when expose to even the slightest of problems.
Many ex-customers of web hosting companies even go through the extra length of setting up websites, forum threads etc to spread rumors about the services of their former web hosting companies, yet this former hosting companies still would have thousands, if not millions of customers that are very happy staying with them.
A question that comes up regarding downtimes on shared platforms is, what happens if their business relies on 100% uptime for survival. Our answer to that is, most providers that offer shared web hosting would promise a 99.9% uptime, which most including us deliver. If a customer requires impeccable 100% uptime, no excuses, then the best option is a cluster of a few dedicated servers, in house round the clock team, which would cost fortunes.
When it happens that he 99.9% uptime promise falls into jeopardy, then the hosting provider really needs to do something about what is causing its problems. We pride ourselves on our uptime and if it happens that we had a very bad downtime due to an issue beyond our control like it happened with some of our customers last week, we would establish a protocol so that such unforseen factors are dealt with and prevented from re-occuring again.
Nairahost is not a flawless web hosting company, just like every other web hosting company out there, but we are here to serve and ensure that our services are delivered as promise.