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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