Anyone else request an SLA / SLC Refund for Q4 2020, but getting denied and ghosted? We had a 10 hour webstore outage on 11/3, plus some smaller short downtime putting us over the 11 hour "max" for NetSuite to achieve their 99.5% uptime commitment. After many emails, I received a denial, citing only 1.74 hours of downtime and 99.92% uptime. I laid out all the details to refute the initial decisions, but so far have just been completely ignored. Where do I go from here?

@Dan Curtis I agree with @JC. We had a similar issue in 2017 with extremely slow loading speeds lasting 6 days!!! (e.g. minutes for a record to load!) They would not give us consequential business losses but offered us £350 (about 480 USD) compensation for the 6 days of licence fee! And that was after 1.5 months of chasing, being fobbed off, etc. The amount wouldn't even be cash but credit on account! Ha. I have just re-read the email and they had to cheek to include:

Agreed to get legal involved. I remember in 2017ish when Boston's DC had a huge outage related to its batteries. We got the runaround as you speak. It took weeks just to get an RCA. I could only imagine how long it would take to get the payment.

The other cheeky thing I have seen with NetSuite when I have reported major outages; they create the case on status.netsuite.com when they like and they only time the outage from that point - not from when it was first reported. The time difference can be many hours which means they hit the SLA and no payments... Anyone else experience this?

how funny my downtime experience was also in 2017 and also like the main post it was in November right before black friday

2017 must have been a very bad year for NetSuite! Ours was in August 2017.

wow

Thank you for the replies. Unfortunately we're a fairly small company, so I don't have a legal department to tap. This isn't my first SLC Refund Request, either. The last time I hard nothing for weeks, then WHAM, received a credit. That time was Q3 of 2018, which was an absolute nightmare of outages, including a full day outage on July 24, 2018 (completely down until 6pm).

it's personal already huh!?

Ha, getting there. As I run out of professional recourse, it is hard not to get in a huff about it. Really this is about holding them accountable for not holding up their end of the bargain. Hate to see them wriggle out of the small pittance (1 month's fees) by simply ignoring people.

do you have a lot of customizations, users and scripts, workflows?

30 users. Not a ton of scripts. Most customizations are on our web store (SiteBuilder). 70% of our business is ecommerce.

WHAT!!! yeah this is definitely on them. My 2017 case was heavy on customizations, scripts, ecommerce and 500+ users. They tried to play the "it's your fault" card on us but your case is a clear indication that something on their end is defective

Right, I cited the support case and Defect numbers. They're just stonewalling me.

how long has the company been on NetSuite?

5 years

I really feel for you @Dan Curtis. It's not easy, and in all honesty, NetSuite's pockets are deeper than all of ours (i.e. they can pay bigger and harder lawyers); over a barrel indeed.

Sadly I think they only consider "total NetSuite blackout" as countable downtime. If partial service is available, they consider it uptime. Which means zero guarantee of website uptime, whatsoever. Which for an ecommerce business is..... eye opening.

@Dan Curtis From my experience, even total NetSuite blackout is no promise of compensation. I think if you see it as a marketing tactic rather than a "guarantee", it more accurately describes the SLA!