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by traceroute66 1159 days ago
> But you know why PagerDuty does so well? Basically bulletproof reliability. 99% uptime won't cut it. 99.9% uptime won't cut it. You need to be as close as possible to 100% uptime, no excuses.

Ah, but as always, the million dollar question is ..... What does the PagerDuty small print say ?

My guess is the small print is not "bulletproof reliability" or five-nines. I betcha their contract is full of exclusions and get-outs.

It's a bit like the famous Verizon 100% SLA. Any idiot knows its not technically feasible, but the reason you pay the Verizon-tax is so the've got some cash to pay you the inevitable SLA claims.
3 comments
folmar 1159 days ago
The small print is irrelevant as the amount of money you get for SLA breach is usually less or equal to what you pay.

What matters is the execution and word of mouth. And PagerDuty is widely known to be rock solid.

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kakwa_ 1157 days ago
Also, the cost of the monitored service being down far exceed (hopefully) any compensation for SLA breach.

Honestly, PD is probably the service I would the least complain about in our (large org) monitoring chain.

At least, it's reliable, which cannot be said of Newrelic for example.

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jorts 1158 days ago
It's actually pretty straightforward without a lot of get-outs. See Service Credits in the Service Level Agreement [1].

1: https://www.pagerduty.com/standard-service-level-agreement/

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SkyPuncher 1159 days ago
Sure, but contracts just establish the formal baselines for "when we have to talk".

You still want reliability that's far higher than your contract baselines.

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