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This is probably SLA compliance stuff (stipulations for how quickly they have to provide notice of issues, how often they're obliged to provide updates, and how
by abathur 8y ago
This is probably SLA compliance stuff (stipulations for how quickly they have to provide notice of issues, how often they're obliged to provide updates, and how quickly they'll fix an issue). These stipulations, obviously, don't say much about the quality of the notice or updates.
So, yes--ticking a box (but a box that will matter for securing and maintaining contracts with larger organizations).
- justinjlynn 8y agoAdhering to the letter of an agreement and not the spirit of that agreement is exactly the opposite I'd want to see from an org when I specify and they agree to x-hourly updates during outages.
- abathur 8y agoIt might be the opposite of what the people writing the provisions expect, but the quality of the updates will necessarily have at least some correlation with how long the people most-capable of investigating and fixing the problem spend explaining it to people who are less-capable of either investigating or fixing it. I guess anyone could try to negotiate further stipulations on content of those updates, but I don't think it takes much to make the requirement so absurd that no one who knows what they're doing would agree to it. Unless the provider is clairvoyant/crazy enough to predict when the issue will be resolved, there's very little actionable signal here beyond a list of what's down, acknowledgement that the provider knows and is working on it, and the eventual recovery notice.