Server resources abuse

[ldcdc]

What are your views regarding server resources abuse? Do you think that this clause is enforced correctly by (most) hosts? Do you think that hosts rutinely abuse this clause?

What do you think would be the right procedure for a host to handle a "resources abuse" situation so that all parties involved can find the process smooth -- if not painless? How should a customer react, what should his attitude be when receiving notice of his website "abusing" the server?

Both hosts and customers alike can comment, though their views I suppose, are likely to differ.

[pvthosting]

What are your views regarding server resources abuse? Do you think that this clause is enforced correctly by (most) hosts? Do you think that hosts rutinely abuse this clause?

I've yet to have to enforce any abuse clauses in my AUP. I do have a strict AUP and  wonder if it does frighten some potential customers off. But I also believe that if they are that worried about it I probably don't want them as customers anyways.

I've had a potential client ask me about it and was worried about his sale's people's mailing list being seen as spam. After some conversation with him we determined that it wouldn't be spam and he then ordered 2 managed servers. We've had no problems with any abuse at all.

I also verify my orders with my customers as well. I think doing this and the strict AUP helps reduce fraud and abuse.  I also take the personal approach with my customers. I put out a monthly newsletter, I send them each a welcome email personally (not a form email) and ask them how things are. Again, I think this can help reduce abuse. They know who I am and I know who they are and they aren't afraid to email me before they do something that could be classified as abuse to get my opinion/approval.

[ldcdc]

I do have a strict AUP and  wonder if it does frighten some potential customers off. But I also believe that if they are that worried about it I probably don't want them as customers anyways.

Well, you said in another post that you focus on the local market. I suppose that your particular situation, selling technique, and relationship with your customers and potantial customers makes things rely less on the TOS and more on the one on one communication between you and them.

[pvthosting]

I do have a strict AUP and  wonder if it does frighten some potential customers off. But I also believe that if they are that worried about it I probably don't want them as customers anyways.

Well, you said in another post that you focus on the local market. I suppose that your particular situation, selling technique, and relationship with your customers and potantial customers makes things rely less on the TOS and more on the one on one communication between you and them.

Yes that does help. I have been branching out to taking non-local customers. I do worry a bit that I will start needing to enforce some rules more. But so far the non-local customers have been well behaved and very friendly. And as I said earlier I keep communication open with my customers I let them know who I am, that I'm friendly and easy to deal with, and I will randomly send them an email to ask how they are doing. I do strongly believe open communications help prevent issues from arrising.

[Tasha]

yet this is the task of system administrators to detect abusers and managers to inform the customers, their reaction is predictable - its not me, you are wrong:)

[Webkore]

The most common form of abuse that I've noticed on our servers is CPU usage. My company deals mainly with resellers, and so sometimes their clients load up web proxies, or newsgroup spiders and so on, which cause I/O wait time to be the main factor of a slowdown.

What happens in these cases, if it's just spikes, we let it go (or throttle it), and let the customer know. If they cause a sustained negative impact, the offending site is suspended and the reseller is sent an email (would be nice if WHM had this built-in).