The agreement between the service provider and customer is known as Service Level Agreement(SLA). SLAs play a crucial role in the software evaluation process. When an organisation considers implementing a technology or product for their business operations, they expect the service to be available 24/7 without any interruptions.

Businesses rely on CRM for:

  • case management,
  • contact/lead management,
  • opportunity management,
  • social monitoring,
  • proposal generation, and
  • invoicing.

The entire organisation can use CRM for their day-to-day operations. Australian businesses are looking for CRM systems that guarantee 100% up time in ideal situations and anything less is unacceptable.

According to a Salesforce Master Subscription Agreement: Salesforce will:

(a) make the Services and Content available to You in 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 labour problem (other than one involving Our employees), Internet service provider failure or delay, Non-SFDC Application, or denial of service attack.

The agreement provides just a statement of “using reasonable efforts to make online services available 24/7“. With ‘reasonable’ being a relative term; Salesforce subscribers do not have any promise or commitment from the CRM provider. The recent incident when a NA14 node degradation caused more than 4 hours of downtime and some customer data not retrievable.

Financially backed Microsoft SLA

On the other hand, Microsoft’s SLA for Dynamics CRM Online guarantees a 99.9% up time.  If services are unavailable for anything less than 99.9%, the company promises financial credits. While financial service credit cannot compensate for lost data, it shows they are willing to take part of the service disruption risk. Additionally, Dynamics CRM Online providers users with offline access to their data as part of their subscription. This way, businesses can still function in case of interruption.

Microsoft also owns its global cloud infrastructure, operates transparently, and offers a financially-backed 99.9% SLA with monthly measurement periods. As an Australian business if you are evaluating Microsoft Dynamics CRM Online and would like to explore Dynamics CRM with respect to your business requirements; contact the team of CRM experts at Empower IT for a quick chat.


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