Live takes a Dive

Vlad pointed out an outage for Live. His questions about what we are learning are worth repeating:

What are we learning here? Or rather, what should we be learning:

  1. When the service goes down, who is available to help?
  2. When the service goes down, how long does it take for the support/info request to be acknowledged?
  3. When the service goes down, do you know exactly where to go to confirm the issue?
  4. When the service goes down, do you get an ETA of the repair?
  5. When the service goes down, do you get a refund?
  6. When the service goes down, does the company offer a plausible excuse for the outage or does it just shrug its shoulders?
  7. When the service goes down, are you alerted about its recovery when it comes back up?

If you can’t easily answer those questions, you do not have a business solution. You have a best effort solution.

What’s the difference between a business solution and best effort? Well, your business is. Take a look at Sarah Perez’s account when she got locked out of her Gmail and realized there was 0 recourse for her. Woops.

Live takes a Dive

Yesterday I started using Live for my nonprofit work. I have some files I want to share between computers and I have some people I would like to share files with so we can prepare grant applications.  So here is my answer to his questions.

I view this problem the same way I view Internet issues with DNS, routing problems, unresponsive email servers, unresponsive web sites, etc. I will work around the problem until it is fixed. Live is not a critical service for me. It is a convenient service that satisfies many non-critical business needs. I am probably making a huge mistake on so many different levels if I am keeping anything out on Live that gets me thinking about service level agreements and security policies.