When Is A Service/server Down

Nov 3, 2008

Just had a support chat with my host - the shared server I am on has been very unreliable IMO since I started with them and Im an unhappy bunny. About an hour ago my webmonitor text me to say server down - my monitor does a ping and a content check.

As things now stand the server is pingable but cannot be accessed via http, https, email or FTP so, in my eyes, that makes it down. According to the host as it is pingable it is not down - my argument is I dont connect via ping and nor do my customers so it is down.
Over the last few days WHM service status on the box has shown CPU usage regularly peaking (it sometimes gets to 20.0 on 2 CPU that I have saw) so I do accept that is probably whats causing the issue BUT as I cant access websites is this downtime regardless of the server being pingable?

Also should "good" hosts be monitoring things like CPU usage to be able to proactively manage issues like this or is just checking ping the accepted norm?

Really just interested in peoples opinions BTW, this is just one of a number of instances of downtime and not all of them have been caused by CPU usage etc and I cant be arsed trying to claim money back from them etc so this is not why Im asking - I will just move host to someone more reliable, this is just to satisfy my curiosity.....

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