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Brian Begley, enCloud9 Social/CRM

Does your Cloud Based CRM Have an SLA? Should You Care?

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encloud9.com Dynamics CRM Partner in NbraskaLost data is one of the primary arguments against moving to the cloud, so cloud providers must assure their customers and prospects that data loss is a remote possibility. And while you might not think that it can ever happen to you, the thought of re-entering lost data is not very appealing when you would be better off working new sales. And if you lose data or access to your CRM, you might think that you have some ability to be compensated through an SLA. But do you?

Last week many salesforce.com customers had to face their worst nightmare when one of its North American nodes experienced server downturn in performance. What made things even worse was that salesforce realized that some of its customers' data was irretrievable. And the NA14 node still continued to experience major degradation several days later.

An SLA is a Service Level Agreement - the agreement between the service provider and the customer that the service will be available for an agreed upon period of time during the month. But does Salesforce even have an SLA?

Does Salesforce.com have an SLA?

According to the salesforce Master Services Agreement:

We will (a) make the Services and Content available to You pursuant to this Agreement and the applicable Order Forms, (b) provide applicable SFDC standard support for the Services to You at no additional charge, and/or upgraded support if purchased, (c) use commercially reasonable efforts to make the online Services available 24 hours a day, 7 days a week, except for:  (i) planned downtime (of which We shall give advance electronic notice as provided in the Documentation), and (ii) any unavailability caused by circumstances beyond Our reasonable control, including, for example, an act of God, act of government, flood, fire, earthquake, civil unrest, act of terror, strike or other labor problem (other than one involving Our employees), Internet service provider failure or delay, Non-SFDC Application, or denial of service attack.

Nowhere in this agreement is there any commitment other than to "use commercially reasonable efforts to make the online Services available 24 hours a day, 7 days a week." And this lack of commitment is what should scare salesforce subscribers.

So how does Microsoft Dynamics CRM Online compare?

Microsoft has published its Online Service Agreement for public consumption.  Microsoft guarantees a 99.9 uptime financially backed SLA. What that means for you is that if over the course of a month Dynamics CRM Online is unavailable for more than 43 minutes, 49.7 seconds you are eligible to recover a 25% service credit. You would be eligible for a 100% service credit if Dynamics CRM Online were down for more than 36 hours. And while the service credit may not make you whole for any lost data, its better than what Salesforce offers.

A cloud based service is only as good as how well the service provider is willing to take part of the risk. Think about that when comparing cloud based CRM solutions for your business.  Microsoft puts its money and its reputation where its mouth is. Does your cloud CRM provider do the same?

This blog entry was originally published and will be updated on enCloud9's blog. Subscribe today to keep up  to date with latest news about Microsoft Dynamics CRM, Office 365 and other cloud topics.

If you are a Salesforce.com customer looking to explore alternatives, contact us today. We've helped many salesforce customers migrate to the secure financially backed CRM solution from Microsoft.

by enCloud9

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