Our mission is to provide high-quality, high-value web-hosting services. In support of that mission, we have defined these objectives:
- High performance
- Quick, responsive web service is essential for allowing our clients to present a professional, competent image through their web site.
- The number of web sites served by any single machine will be limited to a reasonable number to keep server responsiveness high.
- Continuous CPU load must be kept low to ensure adequate reserve capacity for burst processing demands. Performance will be continuously monitored to ensure that normal processor usage by high-priority processes will be kept below 30% when averaged over a 10 minute period. Only extremely low-priority processing will be allowed to take this system load any higher.
- Internet connection performance will be monitored to ensure adequate reserve bandwidth for transmission bursts. Continuous usage must not exceed 50% of total capacity. Given our rapid growth, all efforts must be made to forecast this growth and expand capacity accordingly.
- High availability
- Customers of our clients need to be able to reach their sites in an extremely reliable manner. Client web sites must be available to the public for the vast majority of time, approaching 100% as much as possible.
- A complete set of backup parts and equipment will be maintained at all times.
- All critical components will be protected by emergency backup power. All servers and network components must withstand a two hour power failure with no operator intervention.
- System availability will be continuously monitored. In the event of a server failure, all efforts must be made to restore availability within one hour.
- Client web sites will distributed over multiple physical servers to ensure that a single server component failure will not disable all clients. Our connections to the Internet must be maintained with a high-reliability provider who is willing to provide performance and availability guarantees.
- Quality support
- Clients need responsive, courteous support in developing their web presence. They should not be forced to pause in their development efforts for days waiting for a simple question to be answered.
- All efforts must be made to address common support issues in a easy-to-read online reference library.
- eMail asking simple questions should be answered as soon as possible, preferably within 12 hours. All support eMail must be answered within 24 hours. In the event that a complex issue cannot be resolved within 24 hours, the client will be notified that the issue is being worked.
