No, but it sounds like SLA payouts are made in the event that they fail
to respond in 15 minutes after a call is made. Maybe I am
misinterpreting their SLA, but this seems much different then offering
blanket payments for DoS down time.
I will give them credit for guaranteeing a response in 15 minutes or
less. Now is a response the opening of a ticket or the null routing of
the attack traffic in 15 minutes?
Jason
They also are not guaranteeing that opening up the ticket won't take more than 15 minutes. I know a number of networks (when they hear you want to open a ticket for something important), put you on hold, call/page whoever it is and then take 10 minutes to open a ticket.
I know I may be nitpicking, but having been on hold BEFORE I've opened a ticket doesn't make me very happy with time-sensitive SLAs.
DJ
Lumenello, Jason wrote: