Difference between revisions of "SLA"

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I, Luke Crawford, speaking for myself and as the owner of prgmr.com, Inc, pledge to do everything I can to keep the prgmr.com services running.  To give this pledge some 'teeth'  I am offering a SLA with service credits.   
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I, Luke Crawford, speaking for myself and as the owner of prgmr.com, Inc, pledge to do everything I can to keep the prgmr.com services running.  To give this pledge some 'teeth'  and to align company priorities with customer interest, I am offering a Service Level Agreement with service credits.   
  
The SLA covers keeping your VPS up and reachable, including network connectivity to most of the internet (I need to better define 'most' here.  My intent is to sell you internet connectivity.  If the server is up and my upstreams are down, that doesn't do you much good.  However, I don't intend to pay out every time your DSL [or another network provider that is not someone I contract with]  goes down, or every time a boat cuts one of the transatlantic cables.)   
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The SLA covers keeping your VPS up and reachable, including network connectivity to most of the internet (I need to better define 'most' here.  My intent is to sell you internet connectivity.  If the server is up and my upstreams are down, that doesn't do you much good. so you get a credit, However, I don't intend to pay out every time your DSL [or another network provider that is not someone I contract with]  goes down, or every time a boat cuts one of the transatlantic cables.)   
  
  
To formalize this, I will guarantee 99.5% uptime - this means that if service is down for more than 3.6 hours in any given month, affected customers will get a service credit that is equal to 25% of what they paid for the month in which the SLA was not met. (Note, this is down from 100%, but also note, I do pay this out.  Many customers actually have complained about not being billed... turns out it was that because of the service credits due to my mistakes, they owed no money.  At my option, if the failure was especially bad I may increase this credit.)
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To formalize this, I will guarantee 99.5% uptime - this means that if service is down for more than 3.6 hours in any given month, affected customers will get a service credit that is equal to one quarter of what they paid for the month in which the SLA was not met.  
  
 
My intent is to honor this guarantee even to customers who don't complain.  (...and I think I have largely lived up to this intent.)
 
My intent is to honor this guarantee even to customers who don't complain.  (...and I think I have largely lived up to this intent.)

Latest revision as of 14:29, 24 September 2010

I, Luke Crawford, speaking for myself and as the owner of prgmr.com, Inc, pledge to do everything I can to keep the prgmr.com services running. To give this pledge some 'teeth' and to align company priorities with customer interest, I am offering a Service Level Agreement with service credits.

The SLA covers keeping your VPS up and reachable, including network connectivity to most of the internet (I need to better define 'most' here. My intent is to sell you internet connectivity. If the server is up and my upstreams are down, that doesn't do you much good. so you get a credit, However, I don't intend to pay out every time your DSL [or another network provider that is not someone I contract with] goes down, or every time a boat cuts one of the transatlantic cables.)


To formalize this, I will guarantee 99.5% uptime - this means that if service is down for more than 3.6 hours in any given month, affected customers will get a service credit that is equal to one quarter of what they paid for the month in which the SLA was not met.

My intent is to honor this guarantee even to customers who don't complain. (...and I think I have largely lived up to this intent.)