Cloud Services Agreement

Posted on March 4, 2010 by

Bridget Conrad

March 10, 2010 at 10:36 am

There is nothing in the contract on your website defining your service level agreement. How do users request a cash refund when you do not commit to any specific uptime? Why don’t you permit your customers to reduce their usage or cancel any time with 30 day notice and refund any prepaid money like your competitors do? Your 90 day advance notice for an annual adjustment sounds a lot like health insurance.
Susan Carstensen

March 11, 2010 at 10:53 am

Good point on the SLA’s. In the services section we refer to the customer care packages that offer cash service level credits – preferred at 99.5% and premium at 99.95% – they are both measured quarterly and paid out at 50% of the amount paid for the package. Clients get all the details from our description of services which is a link off the agreement.
In terms of annual versus monthly, we have tested out both with clients and do actually offer both. What we have found is that clients buying enterprise solutions overwhelmingly prefer the budget certainty that results from buying what they need in the form of an annual pool of capacity, versus the ups and downs that come with month to month flexibility. And since they can buy more at any time at the same price they can start with whatever pool they know they need. We also encourage all our clients to start with a pilot, to prove out the business case and determine the mix of capabilities that are needed.

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