What is committed.
WHAT IS TYPICALLY COMMITTED
Power availability Environmental conditions within a range Network availability, where provided Response times for support requests
WHAT TO READ CAREFULLY
What is measured, and how What is excluded What the remedy is How a claim is made
WHAT IS USUALLY EXCLUDED
Scheduled maintenance Your own equipment Causes outside the provider's control Anything arising from your own actions
WHAT THE REMEDY USUALLY IS
Service credits, proportionate to the outage.
WHAT THAT MEANS
It does not compensate your losses.
WHAT TO ESTABLISH
How you would be notified of an incident How maintenance is notified, and with what notice What escalation exists
WHAT TO ASK BEYOND THE DOCUMENT
The actual record: outages in the past years, their causes and durations.
WHY
Commitments describe intent. History describes performance.
WHAT TO DO WITH THE ANSWER
Judge whether it suits your needs.
WHAT PROTECTS YOU REGARDLESS
Your own backups and contingency.
