In light of Friday's 4-hour outage at LayeredTech, I have just been informed by LT that there are no SLA credits pending.
The wording of the e-mail is quite cryptic:
I am truly sorry, but we do not offer SLA's further more refund in the matter.
also you were experiencing a very small network delay for a brief time, due to a reason that is out of our control.
I apologize for the inconvenience this has caused, please let me know if there is anything else i may help you with, or if its ok to close the ticket.
(I removed the tech's name to protect the innocent)
... I get the gist of it...
I went on their website and am not able to find any
reference to their network uptime guarantee.
I know it existed, because I received an SLA credit for a different issue on Feb 22, 2007, which involved a 1-hour total outage:
I have added a credit of $8.94 to your account per SLA policies for server #####.
Friday's issue was 4
hours in length. I believe some
credit is due here... if their network was set up truly redundantly and if SAVVIS was providing the service they advertise (per the explanation at the SAVVIS website
) then we certainly should not have been subject to a 4-hour outage because one vendor suffered a cut line...
Speaking of which, LT is trying to tell us that everyone experienced latency due to this cut line:
Yesterday Level 3 had a fiber optic line cut, somewhere in the US. A substantial amount of traffic had to be rerouted, causing the slowdowns throughout the US. All US carriers were affected by this fiber issue. level 3 is working on new bgp peers.
... yet I ran the exact same tests from a box at Handy Networks in Denver
and there was no latency whatsoever
- Are others receiving the same song-and-dance from LT?
- Are others also being refused an SLA credit?
- And when did the network uptime guarantee disappear, anyway???
So, tonight we will be sending an e-mail to all our clients notifying them that their data center now offers NO
uptime guarantee. I am not particularly pleased about this development. I sell a quality-based service, and for me personally, part of what determines quality
. "No uptime SLA" completely flies in the face of the kind of service we strive to offer.