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VIRTUALISATION RightNow backs cloud SLA with refund offer
VIRTUALISATION RightNow backs cloud SLA with refund offer | RightNow backs cloud SLA with refund offer |
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| by Stephen Withers | |
| Friday, 13 March 2009 | |
  
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The company now promises a partial refund of subscription fees if it fails to meet that target. "If we don’t meet our on demand 'up-time' commitment to our customers, we will give them their money back," said Greg Gianforte, chief executive officer at RightNow. The fine print is that the refund is only an unspecified percentage of the subscription, and the scheme only applies to customers that pay for premier support. “As cloud computing gains momentum, it becomes even more vital for a SaaS company to stand behind its service commitments," said RightNow CIO Laef Olson. "CIOs are in the risk management business and regardless of whether they deploy on-premise software or SaaS, they are responsible for system availability and performance. No amount of 'money back' will take the place of performance, but our willingness to put real dollars at stake underscores the confidence we have and that our customers should have in our solution," added Olson. Application providers are only one piece of the overall reliability jigsaw in the world of cloud computing. Users are also dependent on some combination of internal networks, dedicated links between sites, ISPs, and international links. That latter point is especially relevant to providers like RightNow who run their services from overseas hosting centres. |
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