Top 5 Managed Services SLA red flags!

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Top 5 Managed Services SLA red flags!

Reviewing the fine print of any legal document can be exhausting.  Managed Services SLA exhibits are easy to skim through and verify that availability, response times and other included metrics are as expected only to find yourself in a situation that you did not expect.  Here are the top red flags you should avoid to get the service and value you expect:

 

1. SLA breach provisions put burden on you.  Anything in your Service Level Agreement (SLA) requiring you to notify the provider when there is a breach should be a show stopper. Same red flag applies to provisions requiring your action to get credit for downtime.   Language like this means that you will be required to monitor independently in order to hold your managed services provider accountable. Worse, given their incentives to hide outages, they are unlikely to provide any reporting or visibility into the performance of your system. 

2. Downtime calculations require a call.  It is OK if critical customer-reported items require a call and not just a ticket submission, particularly if you have a response time SLA.  However, uptime or availability calculations should not depend on your call. Ensure that in the event of a system or application failure that your Managed Services provider is required to notify you, not that you have to notify them.  Reports should at least be sent to you monthly (or more frequently) with a review of all incidents.

3. Force Majeure events or exclusions.  Nuclear fallout is a reasonable exception to managed services accountability. In that event, we probably all have bigger worries.  However, broad or vague exclusions such as "unexpected traffic increases," "custom code," or "events beyond provider's control" remove all protections from your side of the contract.  A good Managed Services provider will not need these catch-all excuses for not providing the expected level of service.

4. Remedy limits.  Particularly when it comes to fee credits, if your application or website is down for an extended period of time with no response, what is the result? Carefully weigh contractual remedy limits against against the damage to your brand in the event of an outage—particularly with regard to the termination agreement below.

5. The termination agreement.  There is only one right answer here: That you can leave for any time and any reason.  Anything else is an admission that a provider relies on contracts to keep customers rather than value.  Some language, specifically language that specifies both breach requirements and a contractual opportunity to remedy an issue should be avoided at all costs, as often the only choice will be to buy out your contract regardless of the service provided.

How does Freedom Managed Services stack up?

1.  Fee credits are our basic remedy. In the event of a service failure, we will automatically apply credits as well as providing you with a Root Cause Analysis (RCA), real-time transparent monitoring, and monthly reporting.
 
2.  Freedom will notify you of an incident AND our response-time SLAs for critical incidents are in effect from the start of the impairment in addition to our availability SLA.  Notifications come with detailed reporting linked to our real-time monitoring so that you have up to date information on the status of the incident.

3.  At 99.99% uptime guarantee, we expect to cover even the nuclear fallout scenario, but even below that SLA level, traffic, deployments, patching, and disaster recovery (DR) scenarios all fall into our availability calculations and are not excluded.

4.  Our SLAs provide up to a 40% credit. For example, a 99.9% SLA provides a 40% free credit if availability drops below 99% for a calendar month. 

5.  Our termination agreement is 90 days, no questions asked AND we will help you transition. 

Freedom Managed Services provides WCMS, eCommerce, Search and PIM managed services for a variety of applications including Adobe Experience Manager, Hybris, Magento, SOLR and a variety of others.  Reach out to us today to see how we can support you.

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Asset Performance Reports

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Asset Performance Reports

The disconnect between creative vision and financial performance is where Asset Performance reports solve a major problem. 

To find out how to tell if your creative is generating revenue, read on.

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Efficiency Reports

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Efficiency Reports

Efficiency reports provide insight into historical performance in order to guide strategic decisions about the future.

These are the most useful types of reports for most Creative Directors and CMOs.  To learn more, read on.

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Usage Reports

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Usage Reports

If the DAM market were a game of poker, usage reports would be table stakes—you can’t really play without them. 

To learn more, read on.

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Did You Leave the Gas On ... In Your DAM?

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Did You Leave the Gas On ... In Your DAM?

No, we’re not suggesting that DAM systems are actually including toasting functions.

But if you’ve ever had a sudden panic about leaving the gas on in your kitchen, we’re sorry to be the ones to break it to you that failing to perform routine technical maintenance on your DAM system may have equally explosive results.

Read more about how to avoid exploding your system (and your career).

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Announcing the Launch of Freedom Marketing’s Managed Services Offering

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Announcing the Launch of Freedom Marketing’s Managed Services Offering

It’s time for DAM to grow up as a technology system. Out of DAM’s triumvirate of people, policy, and technology, technology is our first thought. But once the software is purchased and implementation completed, most DAM managers turn their focus to people and policy—a never-ending whack-a-mole challenge of governance and compliance.

But benign neglect is not how enterprise technology systems work. Systems age. Applications crash. Storage … gulp … gets corrupted.  (While we’re on the subject, how sure are you about your last backup?)

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The Ironclad Law of Creative Misery

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The Ironclad Law of Creative Misery

In 2013, a French economist named Thomas Piketty published a simple formula that provided a rallying call for the dispossessed: r > g. Two simple variables and their relationship dictated inevitably increasing inequality in capitalist systems.

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DAM 101.1: Workflows - how they work, and why you need them

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DAM 101.1: Workflows - how they work, and why you need them

We’ve all heard about workflows and how important they are to DAM. But what actually are they?

Workflows, at their most basic, are the steps required to create and complete a project or assignment. They include both the tasks and the people who must touch them – either by creating the tasks, approving them, saving them or using them. At their ideal, workflows are systems for moving information and job materials from inception to completion in a timely, virtuous circle

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CreativeSpeak and TechTalk (why both are DAM necessary)

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CreativeSpeak and TechTalk (why both are DAM necessary)

I recently spent a lively couple of hours discussing a DAM issue with a colleague. Freedom’s focus is DAM implementation, and because no two clients (and no two DAMs) are identical, we talk a lot around here. As we each posed questions it became clear we were again, quite literally, speaking different languages. 

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8 ways your department is just like everyone else’s

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8 ways your department is just like everyone else’s

It's said everyone has a twin, and at Freedom we’ve come to believe that's true of every marketing department as well: every company's pre-DAM state is creative chaos. If you’ve ever felt that your organization’s lack of process and organization was uniquely shameful, take heart and keep reading! You’re not alone.

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