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I am quite surprised at 100x amount. In the enterprise industry, companies usually have set SLAs and amounts written in the contract for violating SLAs. Did sla
by hcnews 9y ago
I am quite surprised at 100x amount. In the enterprise industry, companies usually have set SLAs and amounts written in the contract for violating SLAs. Did slack really write in 100x repay in the contract or is it overpaying enterprise customers (very weird)? Even if the paid amount is small, wording like 100x amount is bad for the enterprise industry.
- loteck 9y agoGood question. Turns out it is spelled out right there in their SLA.[0] If we fall short of our 99.99% uptime guarantee, we’ll refund customers on the Plus plan and above 100 times the amount your workspace paid during the period Slack was down. [0] https://get.slack.help/hc/en-us/articles/204113126-Service-Level-Agreements-SLA- https://get.slack.help/hc/en-us/articles/204113126-Service-L...
- dx034 9y agoDoes that mean they refund the whole outage? Or just the time that exceeds the 0.01%?
- bri3d 9y agoYes, this is really in their SLA: https://get.slack.help/hc/en-us/articles/204113126-Service-Level-Agreements-SLA- https://get.slack.help/hc/en-us/articles/204113126-Service-L... . However, it's not a cash repayment, it's just future service credit. For example, if Slack were down for 30 minutes, you'd get 50 free hours of Slack.
- 1123581321 9y agoIt’s not really an overpayment. When we have an outage with a SaaS product during the workday, I usually ask for a one month credit and providers are happy to oblige. That’s 100x if it’s eight hours of downtime, 200x for four hours.