Originally Posted by Asher ross
What the key factors which are really required to measure quality and reliability of a web hosting service?
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Your signature points to a web hosting provider and you should be answering such questions. I'm sorry but such a question is quite naive when it comes form a hosting provider rep. It looks like created from a "hired forum poster".
On the topic: i would suggest one to use both external and internal (inside the network where the sites/servers are hosted) monitoring tools.