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
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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? =)

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