SLA Violations - Compensation expectations and vague contracts

Posted by llllxllll on Server Fault See other posts from Server Fault or by llllxllll
Published on 2011-01-16T23:36:38Z Indexed on 2011/01/16 23:54 UTC
Read the original article Hit count: 346

Filed under:

isp

|

downtime

|

sla

Tagging this as cautionary tale.

I took over for an admin a year and a half ago, and reviewed the 3 year contract with our ISP. There were no specific SLA promises in the contract that I found, and have been meaning to review the contract with our rep. Of course, we had an outage this past week that resulted in almost four days of downtime !!!!!

This involves eff-ups of epic proportions on our ISP's part and a telco they colocate with. Details can be provided.

I am the network / systems / purchasing / and helpdesk at my company...and am willing to fight with the ISP. I also have more management that can get involved, including the name on the contract.

First, if there are not concrete guarantees about compensation and downtime, we are screwed right?

Two, if we want out of our contract, does anyone have experience going the legal route, and if so, who knows a lawyer? =)

© Server Fault or respective owner

Related posts about isp

Windows 7 - traceroute hop with high latency! [closed]

as seen on Pro Webmasters - Search for 'Pro Webmasters'
I've been experiencing this problem for quite a while, and it's quite frustrating. I'll do a traceroute, to www.l.google.com, for example. This is the result (please note: I will replace some parts of personal information with text - i.e. ISP.IP is in reality an actual IP address, and ISPNAME replaces… >>> More
(Tough) Security Queston about ISP companies

as seen on Server Fault - Search for 'Server Fault'
I want to ask a question. One ISP was criticized for it's low security conditions, and when i heard this i started to think: If one gets an unauthorized access to the mainframe computer / internal network of the ISP, then wouldn't he be able to sniff all the traffic ? Because the ISP is providing… >>> More
How to retrieve isp through php?

as seen on Stack Overflow - Search for 'Stack Overflow'
How to know who is my ISP provider? Is it possible to use php to track it? EDIT: if i use : gethostbyaddr($_SERVER['REMOTE_ADDR']); it returns my ip address, not my host name... >>> More
Error running java -jar command

as seen on Stack Overflow - Search for 'Stack Overflow'
Hi all, I created a jar file using the following ANT script <manifestclasspath property="jar.classpath" jarfile="${bin.dir}/${jar.app.name}" maxparentlevels="0"> <classpath refid="main.class.path" /> </manifestclasspath> <target name="jar"> <mkdir dir="${build… >>> More
5.5.0 smtp;554 transaction failed spam message not queued

as seen on Server Fault - Search for 'Server Fault'
Some users are trying to send email to certain domains using Exchange Server 2003, but the message is always is rejected and the following message is shown: 5.5.0 smtp;554 Transaction Failed Spam Message not queued The IP is not in a black list (checked using http://whatismyipaddress.com/blacklist-check… >>> More

Related posts about downtime

Downtime scheduling - can it be automated?

as seen on Server Fault - Search for 'Server Fault'
When servers need to have scheduled downtime at my workplace we follow a process roughly like the following: Propose time for work to take place on specific box/s Lookup list of stakeholders for specific box/s Seek approval from stakeholders (service owners/management etc) via email Incorporate… >>> More
How To Easily Migrate A PostgreSQL Server With Minimal Downtime

as seen on Internet.com - Search for 'Internet.com'
<b>Howtoforge:</b> "PostgreSQL is a great database server, but when your dataset is rather large, migrating a server by using pg_dump can be a rather long process. In this tutorial we will discuss a way to migrate a entire server with as little downtime as possible." >>> More
Migrating Shared Hosting and Email

as seen on Server Fault - Search for 'Server Fault'
Hey Guys, I know there has already been a question that has been posted here about migrating shared hosting accounts, but wanted to get a second opinion on my plan to move hosting providers. My business is moving our shared hosting account (hosting and email) to a new provider, and would like to… >>> More
How many different servers are needed to keep a website running with no downtime? [closed]

as seen on Pro Webmasters - Search for 'Pro Webmasters'
Machines go down. It's a fact of life. They may need to be rebooted for some reason, or they may have a hardware failure, or a power outage. So if I wanted to deploy a website with a server backed by a SQL database, putting the whole thing on one server wouldn't be good enough. It obviously needs… >>> More
What to look for in a free hosting plan? [duplicate]

as seen on Pro Webmasters - Search for 'Pro Webmasters'
This question already has an answer here: How to find web hosting that meets my requirements? 5 answers I have a test website… >>> More