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The 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 littl
by otoburb 10y ago
The 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]