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Zoom outage caused by accidental 'shutting down' of the zoom.us domain

(status.zoom.us)
634 points RVRX | 2 comments | 17 Apr 25 00:55 UTC | HN request time: 0.757s | source
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film42 ◴[17 Apr 25 02:05 UTC] No.43712374[source]▶
Zoom CEO: Hi, we'd like an SLA credit for the global outage you caused our company.

GoDaddy: I am so sorry about that. I can offer you a one-time coupon for $10 off your next purchase or renewal. Would you like me to apply this to your account?

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Most companies just hope an apologetic zoom call is enough to retain your business, and most of the time it works. Not enough has been written about the asymmetry of your SLA credits to your revenue impact for a given vendor outage and how that should guide your build vs buy decision framework.

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1. mikeocool ◴[17 Apr 25 02:15 UTC] No.43712450[source]▶
You probably don’t want to optimize for the SLA credit making up for a significant part of your lost revenue — because that would mean when things are operating normally, you don’t have much of a profit margin.

SLA’s are generally more helpful for getting out of long term contracts with unreliable vendors than actually making up for revenue lost during an outage.

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2. kevincox ◴[17 Apr 25 10:03 UTC] No.43714817[source]▶
SLA credits are an incentive for the service provider not making up for lost revenue from the outage.

If you have 100% SLA credit under 99% availability you can't aford to be less than 99% available and I know that your SLA means something to you, not just an aspirational bullet point.