How We Solved Our Client's Website Hosting Stability Issues

How We Solved Our Client’s Website Hosting Stability Issues Using Website Monitoring Tool

Migrating a new website to a new hosting can be a daunting task, but it’s often necessary to ensure that your website remains up-to-date, secure, and fast. Especially when the old hosting package is with lesser features and specs compared to the newer offering.

However, what happens when the new hosting stability is below par, and you have to keep submitting support tickets for manual intervention?

This was the case with one of our clients who had migrated to a new hosting under the same provider, only to find out that they were experiencing frequent downtimes and other hosting stability issues.

In this case study, we will share how we helped our client resolve their hosting stability issues by doing website monitoring for a month, proving that the Hosting Provider didn’t meet their promised uptime stated in the SLA (Service Level Agreement).

As a result, the client received free migration services to another hosting server by the same provider, and their website stability issues were resolved.

 

The client migrated their hosting to a newer plan with better specifications.

Our client had a website for years now and decided to do a revamp. However, their old hosting plan is with low specifications and lacked features like LiteSpeed Cache. It is not getting good performance and is frequently hit with resource limit issues. We suggested that they get a newer hosting plan from their existing Hosting Provider to take advantage of better hosting performance.

However, after the migration, they started experiencing frequent downtimes, slow website loading times, and other hosting stability issues. This was affecting their website revamp plan, the user experience and also their paid ads ROI.

Can see that they were facing the issue almost every week then it became worst.

Our client had submitted several support tickets to their Hosting Provider, and while the provider was always responsive and quick to fix the issues, it was becoming a hassle for the client. Until they seem to be submitting support tickets almost once every week just to get the hosting stability issue resolved for around another week.

When prompted for long-term solutions, Hosting Provider support staff mentioned that since it is a shared hosting plan, there tends to have this kind of issue. Then our client was recommended to get the VPS (Virtual Private Server) plan instead. The VPS plan and the effort needed to maintain it are not appealing to our client at all. Since they just paid for the migration to a newer hosting plan not long ago.

That’s when they approached us for a solution.

 

Our Approach is to prove that the Hosting Provider’s server is having stability issues.

Our first step was to understand the client’s hosting environment and the Hosting Provider’s SLA. We found out that the Hosting Provider had promised 99.5% server uptime and 99.9% network uptime. However, the client’s website was experiencing server downtime and network timeout issue that was below the promised SLA.

To prove this, we implemented website monitoring for 1 whole month using a reliable website monitoring tool. We tracked website uptime, response time, and other performance metrics 24/7 with 1 minute gap setting. We also recorded every downtime, every error code and slow website loading time.

With 1 minute gap monitoring, can see more clearly the stability issues.

Every time there was long downtime, we also manually try to log in to the hosting’s control panel, and as we suspected we are unable to do so. We made sure to capture screenshots of these incidents. Then we also tried accessing the control panel through the Hosting Provider’s own Web Hosting Management Platform, and we had the same issue and captured those screenshots also.

We receive alert in email and other channels, then we manually try access the website and control panel to record those errors and timeout status.

We then analysed the data collected and found that the Hosting Provider’s stability was indeed below the promised SLA. We presented the data, and screenshots to the Hosting Provider and requested that they take corrective action.

 

The client received a free migration service to another hosting server.

Thanks to our website monitoring approach, the Hosting Provider acknowledged that the client’s hosting environment was not meeting their SLA. As a result, they offered the client free migration service to a more stable hosting environment. After the free migration, we continued to monitor the website for another month with 5 min gap setting.

As we expected, there are no more hosting stability issues that were affecting the client’s website’s performance and user experience anymore.

The client was pleased with our approach and the results. They no longer had to worry about hosting stability issues and just launched their new revamped website. They were also happy that they didn’t have to pay for another migration service to a more expensive VPS that also requires more maintenance effort.

 

Website monitoring service is essential for any website maintenance plan. 

In conclusion, a website monitoring service is essential for businesses that want to ensure their website is performing optimally and meeting their Hosting Provider’s SLA.

In this case study, we showed how website monitoring helped our client resolve their hosting stability issues and get free migration services from their Hosting Provider.

We recommend that businesses regularly monitor their website performance to ensure that they are meeting their Hosting Provider’s SLA and providing their users with an optimal experience.

 

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Ryan Chuah
Ryan Chuah

Ryan Chuah is an experienced IT consultant specializing in SME digitalization. Drawing from his background in software development, internet industries, and professional firms, Ryan identified the gap between IT and business.

As the founder of Kiizen IT Consulting Sdn Bhd, he's committed to offering tailored, scalable, strategic, and supportive IT solutions for SMEs. With a deep understanding of both IT and business requirements, Ryan consistently delivers practical and innovative solutions in our ever-evolving technological landscape.

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