Penalties, you need an ever-increasing amount of buy-in from senior (and Publishing an incident or uptime statistics can expose the company to financial Tenable, the status page often becomes the official measure.įrom that moment on, it becomes difficult to use the page in the same way. ‘status page’ that reports more downtime than an alternative legal measure isn’t Now perhaps because it’s already there, or because having a Standardised way to communicate uptime to your customers that everyone –īusiness and customer – can agree is accurate, and relevant to SLA measurementĪnd compensation. This might seem unrelated until you realise that as a company grows, you need a Of service – usually expressed as ‘99.9% uptime’ or similar – that if breached, Often termed service level agreements (SLAs), they are a commitment to a level When B2B companies sell software, they sign enterprise licenseĪgreements with their customers which include provisions around uptime. Slack is a B2B company, meaning their customers are businesses rather than What’s going on here, then? What does Cooper mean by “primary purpose … is toĬonvey to customers whether they’ll be receiving refunds”? B2B and ELAs But the primary purpose of this number is to convey to customers whether they'll be receiving refunds or not.- cooper b January 24, 2023 Does 100% uptime seem weird to me as an engineer? Sure. Still, that's the rules we're playing with. If you’re one of the customers who were impacted, after you (presumably) fellīack to smoke signals and handwritten notes for communication earlier that week.īut if you follow that thread, you’ll find a Slack engineer hinting at a very Reports 100% uptime since Feb 2022” despite widespread DNS issuesĪnd many customers seeing Slack blackouts. In a similar theme, just this week Gergely Orosz observed “Slack’s status page Now, Corey’s site used to filter the ‘sea of green’ for the services that wereīroken, helping AWS customers to quickly navigate components during stressful Simplified, more ‘truthful’ version of the AWS status page. It got so bad that Corey Quinn created as a Take AWS, for example: an industry joke is that their status page is evergreen. So why is it that as an industry, we no longer fully trust the status page of And as a youngĬompany with a customer centric focus, that’s your top priority. Outage, the sooner your customers know what’s going on, and the more effectivelyĬommunicating promptly – in clear language – builds trust. The faster you can share details about an When you first create a status page, it’s probably because you want toĬommunicate outages to your customers. Uptime, status pages, and transparency calculus
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