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I've never seen an SLA that compensates for anything more than credit off your bill. I can't imagine a service that pays for loss of productivity, one outage an

I've never seen an SLA that compensates for anything more than credit off your bill. I can't imagine a service that pays for loss of productivity, one outage and the whole company could be bankrupt. If your business depends on a cloud service for productivity you should have a backup plan if that service goes down.

Sodman 6y ago
I haven't seen one (at least for a SaaS company) that will compensate for loss of productivity/revenue etc, but something like Slack's SLA[0] seems like it's moving in the right direction. They guarantee a 99.99% uptime (max downtime of 4 min/22 seconds per month) and give 10x credits for any downtime. Granted, there's probably not many businesses that are losing major revenue because slack's down for half an hour, but it's nice to at least see them acknowledge that 1 minute down deserves more than 1 minute of refunds! [0] https://slack.com/terms/service-level-agreement https://slack.com/terms/service-level-agreement
- pantulis 6y ago
  It's hard to give a compensation for profit loss, as then you would have to know the profit of the customer beforehand and put an adequate pricing including that risk. It's almost like insurance!
- toyg 6y ago
  > I haven't seen one (at least for a SaaS company) that will compensate for loss of productivity/revenue They won't show up on automated systems aimed at SMEs, but anybody taking out an "enterprise plan" with tailored pricing from a SaaS, will likely ask for tailored SLA conditions too (or rather should ask for them).
dman 6y ago
In financial markets I have seen SLA's where you will make people whole on the losses they incur due to downtime you inflict on them.