I've been diving into the world of SLA breaches for various SaaS services we rely on, like GitHub and JIRA, especially after some outages we experienced earlier this year. Each vendor seems to define "downtime" differently, and there's a patchwork of rules about whether your account qualifies for credits, as well as the timeframe for submitting claims. I'm curious if anyone here has successfully claimed credits from these outages or if I'm just wasting my time. Do you have your DevOps team handle this, or is it managed by someone in finance? Maybe even a third-party vendor helps out? I'm looking for different approaches and any advice you might have.
5 Answers
We don’t start tracking SLAs until it impacts our bottom line. It’s just a practical approach for us.
It's in our plans to start monitoring SLAs more closely, especially for anything that affects our product's reliability. We want to be proactive rather than reactive.
We typically only track SLA breaches when they might impact a penalty we have to pay. If something goes wrong that costs us money, I definitely go after those costs from the vendor responsible.
That makes sense! It’s good to know you’re focused on where it really counts.
Definitely, those credits can add up! It's worth keeping an eye on SLAs for sure.
In my previous company, we had a few clients who actually had better SLA metrics than we did for our own services and APIs. It was an eye-opener!
Being proactive sounds smart! It's better than scrambling after an incident.