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Automation vendor promised 99.9% uptime, hit 94% in month one
We signed a contract with a workflow automation tool in April after they bragged about their SLA in the sales pitch, and our finance team clocked 14 separate outages by early May. One of those crashes ate a batch of invoice syncs and we had to manually rekey 300 records into NetSuite. Anyone else trust vendor SLAs in their B2B stack or do you bake in penalty clauses from day one?
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karencampbell29d ago
Wait until they hit you with the fine print about "scheduled maintenance windows" or "force majeure" excuses. We had a similar promise from a marketing automation vendor, then lost a whole campaign drop on a Tuesday morning because their servers took a nap. My team ended up manually rebuilding 200 email sequences that day, and when we asked for credit they blamed our network setup. Learned that lesson the hard way, now every contract we sign gets a penalty clause tied to actual business impact, not just a vague uptime number.
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