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If a server is not answering to ping packets, you can use tracert (traceroute on Linux) to know the latency to the last router. That will give you a good idea of the latency to a "not pingable" server.
Keep in mind that ping packets (ICMP protocol) have usually a very low priority on most routers, so you may take the smaller value found to know what would be the real latency with a normal priority communication.
I agree that 500ms from NZ looks too high. I have a friend in New-Caledonia, and as far as I remember his latency was around 300ms. I assume New-Zeland is using Australian big backbones, so it should be around 350 ms maximum.
My average ping to ZenFire (from the Netherlands) is 111.248 ms with a median of 111.248 (based on 1,167,366 observations).
The ping settings were: a ping every 10 seconds with a max-time out of 2 seconds. 3.157 values were missing, either due to my pc having no internet or the ZF server unreachable within 2 seconds. When I started pinging (march-2012), I was informed by ZenFire support that the bigwells server was suited for 'smoke pings'.
My average ping for the last 1.000 pings (till this evening) was 119.235 ms, so not shockingly above the average ping for all data. However, as @sam028 already has mentioned, these pings do not say anything about what happens in the ZF servers. The ping data also seems to suggest that there are no significant problems on the route to the server.
As the graphics shows, the majority of the pings happen under 200ms:
From one of my customers today:
"
Today at 3:08:06 PM and 3:09:51 connection was lost with ZenFire. They were punctual disconnections. Can you check if it is related to SpeedyTrading or ZenFire?
"
Keep in mind that this happened on his VPS in Chicago, 4 or 5 routers from Zen-Fire servers, with a latency below 1ms...
I told him that was not our fault, I think I was right...
If not what, so I can check my log. But my recollection was I had no ZF issues today (haven't for a while) and I have DAX charts up. Having said that I was not connected (by choice) for the whole day.