[solenoid0937]

> Best would be a free week/month for anyone who sent a request during the downtime

This is bizarrely out of touch. It would be a courtesy but it's not a "reasonable expectation" at all.

At best you could maybe reasonably expect a prorated refund for the time of unavailability, but then Fable was still available.

[ShinTakuya]

I think it's not out of bounds to expect a company to go a little further to compensate for an issue. A prorated 1 hour refund doesn't reflect the reality that maybe that hour was more important to the customer because it was their only free time in the week. A free week is way too much but a free day sounds appropriate.

[londons_explore]

If there is a hole in the street and you fall down it, you wouldn't expect a refund just for the 1 second it would have taken you to drive over that hole.

Instead you should be compensated for your losses - the time and money it took you to repair that tyre.

Same with a web service. If I pay for 24 * 7 service and it's not working when I go to use it, I want compensation for my time and effort resolving the matter.

For some that'll be small - eg. Searching Google instead, taking 30 seconds. For others it'll be a big headache.

But downtime of 1 hour is almost certainly more costly for the consumer than 1/30/24 * subscription price.

[solenoid0937]

Yeah, no, that's not how any of this works. This is the definition of inflated self importance!

Your contract doesn't have an SLA. If you are important enough, you can certainly negotiate one - and it will be far more expensive than your prosumer subscription.

And even then you will not get a 1:168 or 1:720 SLA like you are expecting - that's simply ludicrous and totally out of touch with every reality. Even if you were a lucrative enterprise customer (which you are not) they'd tell you to get lost.

> If there is a hole in the street and you fall down it, you wouldn't expect a refund just for the 1 second

Actually, you wouldn't get a refund at all unless you suffer damage or injury, which is an high bar to prove in court and a totally separate ball game.

[1123581321]

You do see that ratio in, for example, business Internet service. You’ll get a month’s credit immediately upon asking if they can also see the brief outage. Even typically awful Comcast was good about this. However, as you note, in exchange, you’ve probably signed a two or three year agreement with them and you’d owe the balance if you canceled early.