Frequently Asked Questions

1. What is Site24x7?
2. When does Site24x7 report a website as 'Unavailable'?
3. Can I stop monitoring during my scheduled website maintenance?
4. Can I monitor multiple web pages in a single session?
5. Can I create multiple accounts using the same e-mail id?
6. How do you define "response time"? Do you download the entire page and count the time until everything has loaded? Or just the time until the server responds?
7. I am unable to Login though my userid and password are correct.
8. How can I filter Site24x7 requests from my website logs?
9. How does Site24x7 calculate downtime for a website?
10. How do I display my website uptime statistics publicly?

1. How many email alerts will I get when my site goes down?
2. I received an alert even though my site is working fine.
3. Is SMS Alert supported?
4. How many free SMS alerts do you provide?
5. How do I add SMS contacts to my account?
6. Can I buy SMS packs from you? What are the different SMS packages you provide?
7. I am using your free account. Can I buy SMS packs?
8. What is the format in which I enter mobile numbers for SMS alerts?
9. Do you provide RSS alerts? If yes, how do I subscribe to them?
10. Can I disable daily/weekly report?

1. What type of accounts does Site24x7 offer?
2. How many sites can I monitor with my free account?
3. Why should I upgrade to Site24x7 paid account?
4. How do I upgrade to paid account?
5. Can I evaluate Site24x7 before purchasing?
6. How do I sign up for the free account?
7. Will the free account expire after 15 days?
8. I want to monitor 5 websites every 5 minutes. How much do I have to pay monthly?
9. I'm using your Premium account. I have a shopping cart Web application on my website. There are 5 steps from login to checkout in the application. If I use your Web Application monitor and monitor my shopping cart every 30 minutes, how much will it cost?
10. I have a paid account. Now I want to monitor more websites, how do I buy more monitors?
11. I have paid for 5 website monitors with 60 minute poll intervals. Now how can I change it to 5 minutes polling? Will I lose any money?
12. I purchased through credit card. Can I get an invoice for my purchase?
13. How do I downgrade my account?

1. Is Site24x7 secure?
2. How can I contact Site24x7?
3. Can we install Site24x7 on our own server?
4. Can I have my site link to http://www.site24x7.com?

Monitoring

1. What is Site24x7?
   Site24x7 is a hosted website monitoring service that helps webmasters ensure their websites are up and running at peak performance. The Site24x7 servers send out HTTP or HTTPS requests to your website at regular intervals of time and alerts you if it is down.



2. When does Site24x7 report a website as Unavailable?
   A website will be reported as Unavailable if:
   • Website is not accessible.
   • Response time of the website crosses 30 seconds.
   • HTTP Response code of the response is 4XX or 5XX.
   • If the username/password is invalid in the case of authenticated websites.


3. Can I stop monitoring during my scheduled website maintenance?
   Yes. You can suspend monitoring and then activate once your site maintenance is complete. To stop monitoring, click the 'Edit' link next to the website monitor in the 'Home' tab, and click 'Suspend Monitoring'. To activate monitoring, click 'Activate' link from the 'Home' tab.



4. Can I monitor multiple web pages in a single session?
   Yes. You can monitor multiple web pages as a single web transaction. You need to download 'Transaction Recorder' tool to record the transaction and create a 'Web Application' monitor for it.



5. Can I create multiple accounts using same e-mail id?
   No. At the moment, only one account per e-mail id is allowed.



6. How do you define "response time"? Do you download the entire page and count the time until everything has loaded or just the time until the server responds?
   Response time is the time taken to get the full html output from the server. However, it does not include getting the images and other resources that are loaded within the html page.



7. I am unable to Login though my userid and password are correct.
   After registration, you would have received an e-mail asking you for confirmation. If you had not responded to that email, the account will expire 5 days from the date of registration. You have to respond to the account confirmation email to reactivate your account.



8. How can I filter Site24x7 requests from my website logs?
   You may filter your logs on the agent string, which starts with "Site 24 X 7".



9. How does Site24x7 calculate downtime for a website?
   When a website check from primary monitoring location fails, Site24x7 waits for up to 30 seconds to get a response from the site (30 seconds is the default timeout period). If there is no response within 30 seconds, rechecks will be done from the secondary monitoring locations selected or any 3 random secondary locations (for standard account). If the site does not respond to these rechecks within 30 seconds, Site24x7 declares the website as unavailable and sends out alerts.
   
   For example, assume your website is being monitored every 10 minutes.
   At 10:30:00 am - Site24x7 polls your site from primary location (eg- California). Assume your site is not responding within 30 seconds.
   At 10:30:30 am - Recheck done from secondary location #1. If there is no response from the site, Site24x7 keeps trying for up to 30 seconds for response.
   At 10:31:00 am - Recheck done from secondary location #2. If there is no response from the site, Site24x7 keeps trying for up to 30 seconds for response.
   At 10:31:30 am - Recheck done from secondary location #3. If there is no response from the site, Site24x7 keeps trying for up to 30 seconds for response.
   At 10:32:00 am - No response from any of the secondary locations. So site is declared as down and alerts are sent. The next check is scheduled at 10:40:00 am. If the website responds at this time, the site is declared as up. So the total downtime comes to around 8:00 minutes.



10. How do I display my website uptime statistics publicly?
    To display your site stats (availability and response time) on your web page:
    
    
    • Add your website for monitoring.
    • Add some simple html code into your web page.
    
    To get the html code, navigate to Home Tab -> All Websites Status, and click the Make Public link.

Alerts & Reports

1. How many email alerts will I get when my site goes down?
   One. When your site goes down, you will receive a 'Down' alert describing the reason for the failure. When your site comes back up, you will receive an 'Up' alert.



2. I received an alert even though my site is working fine.
   It might be due to the following reasons: Time out error. Your site took more than 30 seconds to respond. Network error between our monitoring station and your website. Site unavailability for a very short period, say 1 minute.



3. Is SMS Alert supported?
   Yes, there is support for major Service Providers in various countries.



4. How many free SMS alerts do you provide?
   We provide 10 free SMS alerts with every account. In addition, 50 free sms credits will be added to your account when you upgrade to Enterprise account.



5. How do I add SMS contacts to my account?
   To add SMS contacts, log into your account, navigate to Alerts tab, and click the Add SMS Contact link.



6. Can I buy SMS packs from you? What are the different SMS packages you provide?
   Yes, you can buy additional SMS packs and top up your SMS credits. To buy SMS packs, login into your Site24x7 account and click 'Buy SMS pack' under 'Alerts'. You can select from 50, 100 and 250 SMS packs.



7. I am using your free account. Can I buy SMS packs?
   Yes, you can buy SMS packs even if you are using our Free account.



8. What is the format in which I enter mobile numbers for SMS alerts?
   The mobile number should be in the following format:
   
   Country Code should be entered in the Country code text box. Network prefix without the leading "0", Number, no spaces, only numerals.
   
   SA: 27821234567 (Country Code = 27, network prefix = 82, number = 1234567)
   USA: 12481234567 (Country Code = 1, network prefix = 248, number = 1234567)
   i.e. the number in the UK (+44) 0848 9123 456 becomes 44 8489123456



9. Do you provide RSS alerts? If yes, how do I subscribe to them?
   Yes, Site24x7 provides support for notifying website status through RSS. To subscribe to RSS alerts, navigate to Alerts tab and click the RSS icon.



10. Can I disable daily/weekly report?
    Yes. Daily and weekly reports can be enabled/disabled from Account->Reports section.

Accounts, pricing, billing & upgrade

1. What type of accounts does Site24x7 offer?
   Site24x7 offers 4 type of accounts - Free, Standard, Premium and Enterprise


2. How many sites can I monitor with my free account?
   You can monitor up to 2 websites, each with monitoring intervals of 60 minutes or above.


3. Why should I upgrade to paid account?
   With a paid account, you can monitor any number of websites from multiple monitoring locations, DNS/email servers, online web applications, get selectable monitoring intervals, and do much more.
   
   To know more about what our paid accounts offer, please refer this comparison chart.


4. How do I upgrade to a paid account?
   Log in to your account and click the Upgrade link. You will be shown a page where you can select either Standard, Premium or Enterprise account. Next, you will be shown the upgrade form where you can select the type and number of monitors you want to add and then proceed to subscribe.


5. Can I evaluate Site24x7 before purchasing?
   Yes. When you initially sign up for a Site24x7 account, you are given a 15-day free trial account. You can choose to sign up for a trial copy of Standard, Premium or Enterprise accounts.
   
   During the trial period, you get a fully functional version of the account you sign up for. At the end of the trial, your account will be downgraded to Free or you may upgrade either to Standard, Premium or Enterprise account.


6. How do I sign up for the free account?
   When you sign up for a Site24x7 account, you will be automatically given a 15-day free trial of the account you sign up for. At the end of the trial, your account will be downgraded to free account unless you upgrade to either Standard, Premium or Enterprise account.


7. Will the free account expire after 15 days?
   No. The free account never expires.


8. I want to monitor 5 websites every 5 minutes. How much do I have to pay monthly?
   Our pricing system charges you based on the user package chosen, the number of monitors in your account, their monitoring intervals, and the payment period chosen.
   
   More info can be found in our pricing page.


9. I'm using your Premium account. I have a shopping cart Web application on my website. There are 5 steps from login to checkout in the application. If I use your Web Application monitor and monitor my shopping cart every 30 minutes, how much will it cost?
   For web application monitors, the pricing is based on two factors:
   • Monitoring interval.
   • Number of steps/urls present in the sequence of the web application monitor.
   
   The web application monitor pricing charges you based on each step in the url sequence. So, in this case, monitoring one step in the sequence at 30 minute intervals will cost you USD 2 per month. Since there are 5 steps from login to checkout, this web application monitor will cost you USD 10 per month.


10. I have a paid account. Now I want to monitor more websites, how do I buy more monitors?
    You can add new monitors to your account using any of the options listed below:
    
    
    • Buy Monitor option
    • Using any of the 'Add Monitor' options.
    
    If you use the Buy Monitor option, you will be shown an upgrade form where you can specify the type & number of monitors to add along with their monitoring intervals. Once you click the 'Buy' link, your card will be charged and sufficient monitoring credits will be added to your account. You may configure the monitors afterwards.
    
    If you use any of the 'Add Monitor' options, you will be taken to a screen where the cost details of the new monitor will be displayed. Once you confirm your changes, the monitor will be added to your account and your card will be charged for the newly added monitor.
    
    
11. I have paid for 5 website monitors with 60 minute poll intervals. Now how can I change it to 5 minutes polling? Will I lose any money?
    You need to just login to your account, edit the website monitors and change the monitoring interval to 5 minutes. You will be charged for the change of monitoring interval on a pro-rated basis. You will not lose any money.


12. I purchased through credit card. Can I get an invoice for my purchase?
    Yes, we mail you invoice pdfs for every purchase. You may also view/print your detailed billing history from Account->Billing->Billing Details section inside your account.
13. How do I downgrade my account?
    You can downgrade your account using the Downgrade my account option under Account->General section.

Requirements, privacy, settings & miscellaneous

1. Is Site24x7 secure?
   Yes. All our accounts are SSL secure.



2. How can I contact Site24x7?
   You may contact us by:
   
   Mailing to support@site24x7.com
   Calling us at +1 888 720 9500 (Toll Free number).
   Using our support contact form.



3. Can we install Site24x7 on our own server?
   No. Site24x7 is available as a hosted service.



4. Can I have my site link to www.site24x7.com?
   Yes, we would love to see that ! Please refer this page to know more.