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His point is not about aws inability to have 0 downtime. His point is some people apparently pay based on a guarantee for uptime that is not delivered. He is cr

by gtsop 6y ago

His point is not about aws inability to have 0 downtime. His point is some people apparently pay based on a guarantee for uptime that is not delivered. He is criticizing a company not providing the service it sells and our inability to hold them accountable

rexreed 6y ago
Exactly. Try telling your boss when you paid a premium for uptime available that you just wasted a whole lot of money because you aren't getting the uptime you paid for. If AWS can't actually guarantee uptime (maybe no one can), then they need to have in their terms an automatic credit on a per-minute basis for uptime that is not delivered but otherwise paid for in a "guarantee".
- ceejayoz 6y ago
  They do exactly that already. https://aws.amazon.com/legal/service-level-agreements/ https://aws.amazon.com/legal/service-level-agreements/
  - rexreed 6y ago
    Yes but only if you initiate a claim and follow their steps. Check out these onerous terms: Credit Request and Payment Procedures To receive a Service Credit, you must submit a claim by opening a case in the AWS Support Center. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include: 1. the words “SLA Credit Request” in the subject line; 2. the dates, times, and affected AWS region of each Unavailability incident that you are claiming; 3. the resource IDs for the affected Included Service ; and 4. your request logs that document the errors and corroborate your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks). If the Monthly Uptime Percentage of such request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credit to you within one billing cycle following the month in which your request is confirmed by us. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.
    - ti_ranger 6y ago
      > Yes but only if you initiate a claim and follow their steps. Check out these onerous terms: There's most likely a reason for this. Like, maybe in the past AWS customers have tried claiming for SLA credits for incidents that didn't impact them, in order to reduce their bill.
      - rexreed 6y ago
        This is backwards thinking. Why require customers to file a claim for what are obvious outages? Instead, AWS should automatically apply credits to those accounts that have paid for guaranteed uptime without requiring this whole silly claims process. The mechanism can be really simple. If AWS themselves posts an outage to their status page and/or some third-party service posts an outage then credits are immediately applied to the services where there are outages for those that paid for high level uptime guarantees without requiring any claims process. It can easily be done if they want to do it that way. Of course from a business perspective I understand why they're doing it the way that they are. If they can make customers jump through hoops, then only those who really care will follow through. Meanwhile the uptime guarantee can continue as an empty promise.
        deleted 6y ago
        [deleted]
      - Griffinsauce 6y ago
        It's much more likely that the reason is someone going "well what if people want to abuse this?" without any evidence that they would. Also: requiring your customers to ask for their money back when you know that you didn't deliver the service promised and all other billing is automated.. come on.
      - Silhouette 6y ago
        When my ISP was unable to provide connectivity for an extended period, it automatically compensated me. I didn't have to do anything. The relevant system was being monitored, the ISP knew exactly when it was out of service, and I was credited accordingly with an apology and a note on my next bill showing the reduction. It doesn't seem unreasonable to expect the biggest name in the cloud to do something similar to support its customers when it screws up.
NikolaeVarius 6y ago
Why is criticizing on a random forum "holding them accountable". Its pretty simple to hold them accountable, ask your service rep for refund based on contract SLA. Anything else is just soapbox grandstanding for the purpose of internet karma points

by gtsop 6y ago

rexreed 6y ago

Exactly. Try telling your boss when you paid a premium for uptime available that you just wasted a whole lot of money because you aren't getting the uptime you paid for. If AWS can't actually guarantee uptime (maybe no one can), then they need to have in their terms an automatic credit on a per-minute basis for uptime that is not delivered but otherwise paid for in a "guarantee".

ceejayoz 6y ago
They do exactly that already. https://aws.amazon.com/legal/service-level-agreements/ https://aws.amazon.com/legal/service-level-agreements/
- rexreed 6y ago
  Yes but only if you initiate a claim and follow their steps. Check out these onerous terms: Credit Request and Payment Procedures To receive a Service Credit, you must submit a claim by opening a case in the AWS Support Center. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include: 1. the words “SLA Credit Request” in the subject line; 2. the dates, times, and affected AWS region of each Unavailability incident that you are claiming; 3. the resource IDs for the affected Included Service ; and 4. your request logs that document the errors and corroborate your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks). If the Monthly Uptime Percentage of such request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credit to you within one billing cycle following the month in which your request is confirmed by us. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.
  - ti_ranger 6y ago
    > Yes but only if you initiate a claim and follow their steps. Check out these onerous terms: There's most likely a reason for this. Like, maybe in the past AWS customers have tried claiming for SLA credits for incidents that didn't impact them, in order to reduce their bill.
    - rexreed 6y ago
      This is backwards thinking. Why require customers to file a claim for what are obvious outages? Instead, AWS should automatically apply credits to those accounts that have paid for guaranteed uptime without requiring this whole silly claims process. The mechanism can be really simple. If AWS themselves posts an outage to their status page and/or some third-party service posts an outage then credits are immediately applied to the services where there are outages for those that paid for high level uptime guarantees without requiring any claims process. It can easily be done if they want to do it that way. Of course from a business perspective I understand why they're doing it the way that they are. If they can make customers jump through hoops, then only those who really care will follow through. Meanwhile the uptime guarantee can continue as an empty promise.
      - deleted 6y ago
        [deleted]
    - Griffinsauce 6y ago
      It's much more likely that the reason is someone going "well what if people want to abuse this?" without any evidence that they would. Also: requiring your customers to ask for their money back when you know that you didn't deliver the service promised and all other billing is automated.. come on.
    - Silhouette 6y ago
      When my ISP was unable to provide connectivity for an extended period, it automatically compensated me. I didn't have to do anything. The relevant system was being monitored, the ISP knew exactly when it was out of service, and I was credited accordingly with an apology and a note on my next bill showing the reduction. It doesn't seem unreasonable to expect the biggest name in the cloud to do something similar to support its customers when it screws up.

NikolaeVarius 6y ago

Why is criticizing on a random forum "holding them accountable". Its pretty simple to hold them accountable, ask your service rep for refund based on contract SLA. Anything else is just soapbox grandstanding for the purpose of internet karma points