Is there any sort of credit NS can provide for thi...
# performances
Sirus Badiee
02/14/2023, 10:50 PMIs there any sort of credit NS can provide for this? Nearly a full business day gone. That's insane
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jen
02/14/2023, 11:37 PMLOL
jen
02/14/2023, 11:37 PM“You can login, therefore it’s not downtime”
jen
02/14/2023, 11:37 PMthat was the answer last time we couldn’t do business for 2 full days
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Dan Curtis
02/14/2023, 11:41 PMIf you have over 11 hours of complete outage (nothing works) within a quarter they will be in violation of their SLA. Which makes you eligible for a small refund. If you jump through enough hoops, they will refund you one month's fees (calculated) for that quarter. I've done it and received a credit, but it was an obstacle course. Including submitting written request within 5 days of the end of the quarter, and getting them to confirm receipt.
It has to be a COMPLETE blackout (like today's issues) and you need to document all of the outages, and have their engineering team "agree" that they were indeed in breach of the NetSuite Service Level Agreement. It's a bunch of work, but it is possible to get a credit..... 1/12th your annual fees (max of one credit per year). May the odds forever be in your favor, lol.
Dan Curtis
02/14/2023, 11:43 PMThe second time I submitted for SLA credit, I had something like 28 hours of website outage, and they denied me. Because they said our business wasn't "down" just no web store. The business is an ecommerce business and we couldn't take orders / payments. But because backend was partially operational, and only totaled about 8 hours of total downtime, they rejected the request for SLA compensation.
Dan Curtis
02/14/2023, 11:52 PMIt seems they updated the SLA since I fought that fight. details here:
https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf
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