This article explains how Web60's service level monitoring works and what it means for your website.
What We Monitor
Web60 monitors your website every 30 seconds from multiple locations across Ireland and Europe. This means we check if your site is loading properly 2,880 times per day.
We monitor several things:
- Website response time (how fast your pages load)
- Server availability (whether your site is online)
- Database connectivity (the system that stores your content)
- SSL certificate status (your site's security certificate)
- Email service functionality
How Our Alert System Works
When our monitoring detects an issue, it triggers an automatic alert system. Here's what happens:
- First Check: If a monitor fails, we immediately run three additional checks from different locations
- Confirmation: If two or more checks confirm the issue, we classify it as a real problem
- Alert: Our technical team receives an instant notification
- Response: A technician begins investigating within 2 minutes
This process prevents false alarms caused by temporary internet hiccups or single location issues.
Response Times and Escalation
Different types of issues get different response priorities:
Critical Issues (site completely down): Response within 2 minutes, resolution target of 15 minutes High Priority (slow loading, partial functionality): Response within 15 minutes, resolution target of 2 hours Medium Priority (email issues, minor performance): Response within 2 hours, resolution target of 24 hours
If our first-level technician cannot resolve the issue within the target time, it automatically escalates to senior engineers.
What Happens During an Incident
When we detect an issue affecting your website:
- Immediate Action: Our technician starts working on the problem
- Customer Notification: If the issue will take longer than 15 minutes, we email you with an update
- Regular Updates: You receive progress updates every 30 minutes until resolved
- Resolution Notice: We confirm when everything is back to normal
- Follow-up Report: Within 24 hours, you receive a summary of what happened and how we fixed it
Planned Maintenance
Sometimes we need to perform scheduled maintenance on servers or infrastructure. For planned maintenance:
- We notify you at least 48 hours in advance
- Maintenance happens during off-peak hours (usually 2-6 AM Irish time)
- Most maintenance causes no downtime to your website
- If downtime is necessary, we keep it under 30 minutes
You can check our infrastructure monitoring dashboard to see current system status and any planned maintenance.
Your Website's Performance Data
Web60 keeps detailed records of your website's performance. This includes:
- Average response times over the past 30 days
- Uptime percentage
- Any incidents and their resolution times
- Performance trends and improvements
This data helps us spot potential issues before they affect your visitors and ensures we meet our 99.9% uptime commitment.
If you're still stuck or want to see your website's specific monitoring data, contact our support team through your Web60 portal.
FAQ
Q: How often do you check if my website is working?
A: We monitor your website every 30 seconds, 24 hours a day, 7 days a week from multiple locations.
Q: Will I be notified if my website goes down?
A: Yes, if an issue will take longer than 15 minutes to resolve, we'll email you immediately with updates every 30 minutes until it's fixed.
Q: What counts as website downtime?
A: Downtime is when your website doesn't load at all, shows error pages, or takes longer than 30 seconds to respond.
Q: Do you monitor websites during maintenance?
A: Yes, monitoring continues during planned maintenance, but we suppress alerts for the systems we're working on to avoid false notifications.
Q: How quickly do you respond to website problems?
A: For critical issues (site completely down), our technicians start working on the problem within 2 minutes of detection.
Q: Can I see my website's uptime statistics?
A: Yes, uptime and performance data is available in your Web60 portal dashboard under the monitoring section.
Q: What if the problem is with my internet, not the website?
A: Our monitoring system checks from multiple locations, so we can tell the difference between internet connection issues and actual website problems.
Last updated: 1 March 2026