Salesforce.com refuses compensation to customers for outage

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.

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.

Read more on IT for small and medium-sized enterprises (SME)

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