Has anyone successfully won a Service Level claim against NetSuite? July last year there was a massive outage in UK data centre as we could not login. Over 12hours offline. Filed a claim and it was rejected!

actually guaranteed uptime is 99.7% so the math shows that its ok for Netsuite to have up to 26 hours of unavailability. On other hand their claim that actual availability is 99.96% and even this figure could be the true keeping in mind that this percentage is an average for all the datacenters and accounts they have.

@michoel They advised the uptime was 99.7%. They won't acknowledge that we couldn't login for 12 hours @Arūnas Žindžius i think the 26hrs is annual. the SLA is per month (I recall)

yes, its annual number