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Zoom CEO: Hi, we'd like an SLA credit for the global outage you caused our company. GoDaddy: I am so sorry about that. I can offer you a one-time coupon for $1

by film42 2y ago

Zoom CEO: Hi, we'd like an SLA credit for the global outage you caused our company. GoDaddy: I am so sorry about that. I can offer you a one-time coupon for $10 off your next purchase or renewal. Would you like me to apply this to your account? --- Most companies just hope an apologetic zoom call is enough to retain your business, and most of the time it works. Not enough has been written about the asymmetry of your SLA credits to your revenue impact for a given vendor outage and how that should guide your build vs buy decision framework.

mikeocool 2y ago
You probably don’t want to optimize for the SLA credit making up for a significant part of your lost revenue — because that would mean when things are operating normally, you don’t have much of a profit margin. SLA’s are generally more helpful for getting out of long term contracts with unreliable vendors than actually making up for revenue lost during an outage.
- kevincox 2y ago
  SLA credits are an incentive for the service provider not making up for lost revenue from the outage. If you have 100% SLA credit under 99% availability you can't aford to be less than 99% available and I know that your SLA means something to you, not just an aspirational bullet point.
Geezus_42 2y ago
Why would you use godaddy for a service as large as Zoom? They have been garbage for years. The way they locked out their ACME api for anyone but top tear clients sealed the deal for me. I would never trust them.
- Geezus_42 2y ago
  I just remembered, they also can't do DKIM correctly. What good is a DNS provider that can't follow standards?
- technion 2y ago
  Companies as big as zoom are still perfectly capable of having a high level VIP decide "we're going to use GoDaddy because I saw their Superbowl ad".
- 0x0000000 2y ago
  They don't use Godaddy directly. Godaddy is the registry for .us. Zoom's registrar is MarkMonitor, who appear to be at fault for this outage.
  - sgarland 2y ago
    Never heard of MarkMonitor before. Not a great start. I had Google Domains for years, until they abruptly and bizarrely abandoned it, then I left for Porkbun. Never had a problem with either of them. I get yearly auto-renewal notices. Everything works, and it’s very boring, which is precisely what I want from a registrar.
    - the-rc 2y ago
      MarkMonitor has been around forever. It's used by many of the largest companies. I remember quite a few Google outages that could be tracked down to MM issues.
    - dewey 2y ago
      That’s because you are maybe not in the market for MarkMonitor. If you check the whois for any global brands chances are they are held by MarkMonitor. Just like you don’t use EY as your tax advisor.
      - sgarland 2y ago
        Genuinely, I don’t understand how anything other than uptime matters for a domain registrar. What services are they offering that makes them attractive to corporations?
        reilly3000 2y ago
        They generally do full service brand monitoring to protect IP and maintain continuity. You would outsource monitoring for trademark infringement to them, and be certain that domain renewals are done perfectly for a portfolio of high value domains.
- signal11 2y ago
  From the linked article > This block was the result of a communication error between Zoom’s domain registrar, Markmonitor, and GoDaddy Registry, which resulted in GoDaddy Registry mistakenly shutting down zoom.us domain. Markmonitor is used by some fairly large corps and web properties. It’ll be interesting to find out exactly what this miscommunication was.
  - deleted 2y ago
    [deleted]
pavelstoev 2y ago
Can’t have an apologetic zoom call when zoom is down …
chazeon 2y ago
I remember crowdstrike outage offers starbucks coupons? that’s way to go.
deleted 2y ago
[deleted]
crazygringo 2y ago
If there were symmetry, then renewing the domain would cost millions instead of $20 or whatever it is, to cover the payouts. Is that what you want? If it is, you can buy custom insurance for the event from an insurance company, and pay the same kind of yearly fee. And remember that with build vs buy, what you build will often be worse than what you buy, because at least what you buy is getting bugs fixed from bug reports across the world from other customers. An internal tool will rarely be as stress-tested and battle-hardened as what you can buy.

by film42 2y ago

mikeocool 2y ago

You probably don’t want to optimize for the SLA credit making up for a significant part of your lost revenue — because that would mean when things are operating normally, you don’t have much of a profit margin. SLA’s are generally more helpful for getting out of long term contracts with unreliable vendors than actually making up for revenue lost during an outage.

kevincox 2y ago
SLA credits are an incentive for the service provider not making up for lost revenue from the outage. If you have 100% SLA credit under 99% availability you can't aford to be less than 99% available and I know that your SLA means something to you, not just an aspirational bullet point.

Geezus_42 2y ago

Why would you use godaddy for a service as large as Zoom? They have been garbage for years. The way they locked out their ACME api for anyone but top tear clients sealed the deal for me. I would never trust them.

Geezus_42 2y ago
I just remembered, they also can't do DKIM correctly. What good is a DNS provider that can't follow standards?
technion 2y ago
Companies as big as zoom are still perfectly capable of having a high level VIP decide "we're going to use GoDaddy because I saw their Superbowl ad".
0x0000000 2y ago
They don't use Godaddy directly. Godaddy is the registry for .us. Zoom's registrar is MarkMonitor, who appear to be at fault for this outage.
- sgarland 2y ago
  Never heard of MarkMonitor before. Not a great start. I had Google Domains for years, until they abruptly and bizarrely abandoned it, then I left for Porkbun. Never had a problem with either of them. I get yearly auto-renewal notices. Everything works, and it’s very boring, which is precisely what I want from a registrar.
  - the-rc 2y ago
    MarkMonitor has been around forever. It's used by many of the largest companies. I remember quite a few Google outages that could be tracked down to MM issues.
  - dewey 2y ago
    That’s because you are maybe not in the market for MarkMonitor. If you check the whois for any global brands chances are they are held by MarkMonitor. Just like you don’t use EY as your tax advisor.
    - sgarland 2y ago
      Genuinely, I don’t understand how anything other than uptime matters for a domain registrar. What services are they offering that makes them attractive to corporations?
      - reilly3000 2y ago
        They generally do full service brand monitoring to protect IP and maintain continuity. You would outsource monitoring for trademark infringement to them, and be certain that domain renewals are done perfectly for a portfolio of high value domains.
signal11 2y ago
From the linked article > This block was the result of a communication error between Zoom’s domain registrar, Markmonitor, and GoDaddy Registry, which resulted in GoDaddy Registry mistakenly shutting down zoom.us domain. Markmonitor is used by some fairly large corps and web properties. It’ll be interesting to find out exactly what this miscommunication was.
- deleted 2y ago
  [deleted]

pavelstoev 2y ago

Can’t have an apologetic zoom call when zoom is down …

chazeon 2y ago

I remember crowdstrike outage offers starbucks coupons? that’s way to go.

deleted 2y ago

[deleted]

crazygringo 2y ago

If there were symmetry, then renewing the domain would cost millions instead of $20 or whatever it is, to cover the payouts. Is that what you want? If it is, you can buy custom insurance for the event from an insurance company, and pay the same kind of yearly fee. And remember that with build vs buy, what you build will often be worse than what you buy, because at least what you buy is getting bugs fixed from bug reports across the world from other customers. An internal tool will rarely be as stress-tested and battle-hardened as what you can buy.