What is the SLA for 3rd Party Integration Uptime?

Question

Hi All -Is anyone aware of literature on who is responsible when 3rd party integrations fail (e.g. integration with Webex or GTW)? What is the SLA and is there is any monitoring for which integration is more reliable (ala trust.salesforce.com)?We had an issue with a GTW yesterday (registration error) and the answer we got from Marketo is that GTW servers were overloaded. Bottom line is our end users had a poor experience and we want to ensure that a) that doesn't happen again and b) we can choose the integrations that are most reliable.This is not intended as a bash either Marketo or GTW thread - Just want some healthy answers on what the SLAs are, which party is responsible when, what is the uptime guarantee if at all and if Marketo can provide some uptime stats to keep the 3rd parties honest.Thanks in advance for your response!Prashant

Anonymous · Answer

Each 3rd party is the responsible its own SLA therefore any integration must rely on that particular SLA underpinning the external component.

I worked for a leading database and applications company that owns the entire stack, from hardware to applications.

The whole offer was governed by ITIL (itil-officialsite.com). It was fairly simple to adhere to SLA since the company owned all components.

One of the main caracteristics of cloud applications is interoperability. We can call web 2.0 or any other jargon du jour.
The more components the longer the resolution chain.

Citrix publsihes its terms of service at citrixonline.com/collaboration/terms_of_service
and posts the service status a la trust.salesforce.com at http://status.gotomeeting.com/
It also posts on Twitter.

A simple parallel highlights the impact of SLA: cellular phone operators set redundant equipment and connections, ensuring very high reliability and uptime. The benefits of investments and efforts can be wiped out in an event of a electrical blackout exceeding the Uninterruptible Power Supply autonomy or worse, a natural disaster impairing the base equipment. The very same principle applies to cloud applications.

Disclaimer: I work for Support, neither directly nor indirectly involved with vendors or SLA compliance. The views expressed are my own and do not necessarily reflect those of Marketo. I am just sharing the accumulated knowledge and concepts when I achieved ITIL certification.

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