High reliable internet hosting : a case study of handling unanticipated threats to reliability

Internet hosting is pivotal for reliable access to internet resources. Yet, little research has been done on what threatens a hosting service’s reliability. Our analysis of reliability threatening incidents results in four causes of unreliability: the service’s technical architecture, service employees’ motivations, their knowledge, and their behavioral repertoires when responding to incidents. Based on these insights we are able to propose reliability monitoring methods and dashboard tools for hosting service managers. Finally, we deliver suggestions for further research in this field.