![]() The company expects the credits issued during the quarter to shrink revenues by another $5 million over the remainder of the fiscal year.Ī significant outage on June 28 left some customers unable to use basic features in Slack for 12 hours. The $8.2 million worth of credits issued for recent outages reduced Slack's revenue by 5.3% in the quarter ended July 31. In a conference call with investors Wednesday, CEO Stewart Butterfield said the old policy dated to when Slack was a young company, supporting customers with tens of users - not tens of thousands. In a statement, Slack said it had alerted customers to the new policy, effective Aug. TechTarget identified recent changes to the service-level agreement (SLA) by comparing Slack's current policy to a version of the document from May available through an internet archive. As before, the promise applies to customers on Plus and Enterprise Grid subscription plans. ![]() Moving forward, the credits will be worth 10 times that cost. ![]() It used to provide credits worth 100 times what each customer paid for the service during the time Slack was inaccessible. Plus, Slack will average uptimes over each fiscal quarter, rather than issuing credits each month. But it will no longer pay every customer regardless of whether they were affected by an outage. Slack still promises to keep its service online 99.99% of the time, higher than the 99.9% uptime most cloud vendors guarantee.
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