Salesforce.com has refused to offer any compensation to
most of its customers for the latest outage suffered by its hosted
customer relationship management system.
On Monday, customers were unable to fully use the system for
several hours as a result of the outage.
This outage followed one last December, which saw the system
down for a day.
Only a very small number of large Salesforce.com customers have
taken out service level agreements (SLAs) with the company, and it
is believed these may be able to request compensation.
But the vast majority of Salesforce.com customers are small to
medium-sized operations not covered by the SLAs in place.
Angry Salesforce.com customers have complained about the
company’s outages and lack of customer service as a result on the
SalesForceWatch.com website.
The Salesforce.com hosted CRM service serves around 350,000
users. SAP is about to announce its entry into the hosted CRM
market, so the Salesforce.com outages come at the worst possible
time.
