Well sorta, but it's a great move on their part. They must have read my post on the Ups and Downs of a Successful Service where I suggested they attach financial pentalties for substandard performance. Seriously, this is great customer service and whatever the cost of the one-time offer is it will be recovered in gobs of customer goodwill. I wish all vendors would offer a basic SLA as part of their service contract or software license.
Link: TypePad.
At times over the last several weeks, we have not provided that type of experience. We also know that some customers have been more heavily impacted than others. Therefore, we want to give you the choice of how Six Apart should compensate you for any inconvenience we have caused.
Jeff,
Those of us who are delivering services to businesses do this all the time. It's an absolute must. There are lots of incentives for the service provider not to let the service become unavailable (even without the penalties), but this just reinforces those.
Posted by: ppk | Nov 15, 2005 at 01:59 PM