Claims can only be claimed on a civil basis and must be filed within 30 days of the end of the relevant quarter, with the exception of periods at the end of a subscription contract that do not coincide with a calendar quarter, with the Customer having to make claims within 30 days of the end of his subscription contract. An ALS is a service level contract – the agreement between the service provider and the customer, that the service will be available for an agreed period during the month. But does Salesforce have ALS? Nowhere in this agreement is there any obligation other than „to make reasonable commercial efforts to provide online services 24 hours a day, 7 days a week.“ And this lack of commitment is what should scare Salesforce subscribers. This APTTUS (SLA“ service level agreement is subject to the terms of the interim subscription agreement between the customer and APTTUS („Agreement“). The basic terms that are used here, but are not defined, have the meanings attributed to them in the agreement. Since CIOS wants to know what they can expect from their service providers, everyone is interested in obtaining a Service Level Agreement (SLA) as a guarantee of continuous service. While the gold standard is five nine or 99.999 per cent availability, few service providers will be able to offer it. Nevertheless, it seems that customers have nothing against the value of 99.9%, which means that the downtime is only 0.1%. This looks awesome until you do the math. A 99.999% tube is 5 minutes 26 seconds, 99.9% operating time means 8 hours 46 minutes of downtime per year, while a service level of 99% operating time means that the average annual downtime will be 87 hours 40 minutes. That`s why, before signing an ALS, it is necessary to fully understand the fact that your business can be left down with the service for many hours – all in the terms of the agreement.
Tags: Arizona Microsoft Dynamics Partner, crm vs. salesforce.com, Dynamics CRM Partner in Nebraska, enhanced sla, omaha Posted in About Microsoft Dynamics CRM, CRM Software Information, CRM Software Research, Dynamics CRM for Sales Comments Off on Does your cloud-based CRM have ALS? Should you take care of it? The word in the blogosphere was that Salesforce was fighting against the publication of these ALS, gave in only in the case of their biggest customers – and then demanded that these SLAs be confidential, probably so that different customers would have different promises. And what about all Salesforce customers who haven`t had the influence to snatch ALS from the supplier? Salesforce has introduced trust.salesforce.com a public relations effort to convince its customers that they can be trusted to provide a good service.