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Diagnostics
There is absolutely
nothing more important to us than analyzing and tracking your website or server errors. We treat all our customers with equal priority, regardless of the monitoring service they purchased. The following illustrations and tables describe the steps we take in diagnosing your website errors.
Behind The Scenes
When an error is detected with your website or server, AlertBot performs multiple individual tests to capture as much information
about the error as possible. The following illustration demonstrates some of the important things we look for.*
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Once an error is detected
with your website or server, AlertBot retests it from a different
Test Station location to prevent a false alert. At this second Test
Station, AlertBot will run through the following
tests. |
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AlertBot analyzes the Internet Backbone and Operation Centers between our Test Station and your hosting company’s facility. |
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AlertBot continues on to check the switches, routers and network devices connecting your server to the Internet at your hosting company’s facility. |
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Finally, AlertBot checks your server’s network card, operating system, application software, protocols and server response. |
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*Please note that this is only a dramatization. We do not actually dispatch small robots to
analyze hardware.
The following table outlines the various testing steps we take over
the time your website or server is down. Note that the "Time" column is referenced from the first error-detection
time. In other words, 0:01 means it has
been 1 minute since your website or server error was first detected by AlertBot.
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Diagnostic Timeline (example time 1:22 = 1 hour, 22 minutes)
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| Time |
Action Taken |
| 0:00 |
An error is detected with your website or server from one of our Test Stations during the normal
course of monitoring it.
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| 0:01
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Within a minute we attempt to validate the error from a different Test Station located in a
different part of the world.This is an important step because it eliminates the possibility of a false alert
occurring when only a local Internet problem exists near the first Test
Station.
If the error is also
detected from this second Test Station, then this Test Station will continue to
perform multiple advanced tests against your website or server in an attempt to
both capture as much information as possible as well as diagnose the
error. See the Advanced Diagnostic Testing
section above for details. Also
see our Alerting Contacts overview for details about how you would get alerted.
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| 0:03 to 0:21
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During this period your website or server is tested every 2 minutes from different Test Stations around
the world in an attempt to detect if the error changes or if the error is
fixed. Any changes in error type will be reported to the next scheduled Alert Contact.
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| Error Fixed Detected
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If at any time during this Diagnostic Timeline we detect that your website or server error has been
fixed, we immediately validate this at a second Test Station. If the second Test Station, running on a
different Internet backbone also confirms that the error has been fixed, then
all your Alert Contacts are notified that the server is back up, and we return
to your normal monitoring interval.
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| 0:21 to 0:55
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During this period, your website or server is tested every 4 minutes from different Test Stations
around the world in an attempt to detect if the error changes or if the error is fixed.
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| 0:55 to 3:00
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During this period, your website or server is tested every 10 minutes from different Test Stations
around the world in an attempt to detect if the error changes or if the error is fixed.
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| 3:00 to 48:00
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During this period, your web site or server is tested every 15 minutes from different Test Stations
around the world in an attempt to detect if the error changes or if the error is fixed.
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| 48:00
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After 48 hours, if your web site or server is still returning an error, we will notify all
contacts that monitoring has ceased due to the exceptionally long nature of the
error. No web site or server should ever suffer this much downtime unless it was intentionally taken off-line. We cease monitoring at this point to prevent
wasted resource usage when customers take servers off-line but forget to disable their monitoring service.
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WEBSITE & SERVER MONITORING
