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> I'm sorry if this sounds harsh to Americans, but the fact it was thanksgiving did not interest me in the slightest, as we are at work that day, and so are our
by sk5t 10y ago
> I'm sorry if this sounds harsh to Americans, but the fact it was thanksgiving did not interest me in the slightest, as we are at work that day, and so are our banks. If you want to sell your service in the UK you should be available 9-5 UK time
What does Braintree's SLA look like? Are these service levels something a UK customer ought to expect having enrolled for an account with Braintree?
- skrebbel 10y agoHow is the SLA relevant? I mean, GP is not blaming Braintree for breach of contract, they're blaming Braintree for shitty service.
- otoburb 10y agoThe SLA is 100% relevant. If Braintree had an SLA that stated (hopefully clearly) that they would only be offering support during US hours then there'd be little standing to complain from a contractual standpoint. No doubt this would be a questionable business practice on Braintree's part if true, but clarity around expectations from each party is pretty fundamental to the question at hand.
- koolba 10y agoBingo. It's not what you think you're going to get or what you want to get, it's what they said they're going to give you. If the SLA says they're available from M-F 9am-5pm NYC time then you're SOL if you're expecting them to be around on Saturday morning. EDIT: For the non-native speakers, SOL = Shit Outta Luck
- deleted 10y ago[deleted]
- jimnotgym 10y agoFor context, I didn't just stray onto the US Braintree site expecting UK service. I was sold to by our Paypal rep from Ireland. Braintree have a specific UK service. " What are your support hours? For European merchants our email and phone support is available from 11am to 11pm GMT, Monday through Friday. Of course, we offer emergency support via email 24x7x365, and have support reps and engineers on-call at all times." I had to get my Paypal rep to get some people high up at Paypal Europe to contact Braintree to get my emergency service.
- sk5t 10y agoThis seems more like promotional material than something to rely upon. Did your contract promise time to response, with or without carve-out for US business hours? "Emergency" and "email" are not terms that frequently dwell in intimate proximity. It's not my intent to apologize for Braintree, about whom I know virtually nothing.