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Salesforce Heretic » The Elusive Five 9’s

April 5, 2006

The Elusive Five 9’s

Filed under: Salesforce.com — heretic @ 8:58 pm

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The Salesforce.com marketing machine went into hyperdrive today with this press release, quoted in part below, emphasis mine:

SAN FRANCISCO, April 5 /PRNewswire-FirstCall/ — Salesforce.com (NYSE: CRM - News), the technology and market leader in on-demand customer relationship management (CRM), today announced it has delivered 99.999% planned uptime and availability on its service to its customers over the past month.

Before I get into the point I wish to make, I thought I’d mention I’ve really found myself becoming a fan of Steven Colbert’s new show, The Colbert Report. Nevermind The Daily Show, both with season passes on my TiVo… After reading that press release I feel like ‘borrowing’ Steven’s “Tip of My Hat, Wag of My Finger” segment…

First, a Tip of My Hat to the Salesforce.com team for pulling off the five 9’s feat. Clearly an about-face from where things were in late Janurary. A Wag of My Finger for having needed to put the word “planned” in the press release at all. Five 9’s is truly an impressive feat, until you look at the platform availability including the nearly-every-weekend maintenance windows. Lies, Damn Lies, and Statistics. (Note: For those non-customers, just because there have been maintenance windows does not mean the service was unavilable for the entire window, if at all.)

I understand, and can appreciate, how many customers are more or less 9 to 5 shops. But with Customer Self-Service, and some SFDC orgs running 24/7/364 (or more), every Saturday maintenance tends to get tiring. In fact, I end up spending a good amount of time on Friday making sure offline clients are synched and my client’s disaster recovery plans are in place for an extended outage. Here’s to hoping there’s an end in sight, and the next uptime press release doesn’t have that word in it.

License

This work is published under a Creative Commons Attribution-ShareAlike 2.5 License.


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2 Comments


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    Ah the sick irony…now that they are down.

    ~S

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    Sonny — April 6, 2006 @ 11:22 am


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    Daily SaaS Links for 2006-04-06…

    [Daily Post from Cesura] Business Certainty: When it Comes to SaaS, are Vendors Still Stuck in the Past? "On-demand services will define the landscape of the industry in upcoming years. In order for vendors and providers to compete, enable……

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    Business Certainty — April 6, 2006 @ 11:46 am

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