It doesn't happen often, but occasionally Salesforce.com will suffer a brief outage. When a large provider like Salesforce.com goes down, thousands of call center and customer service representatives see their productivity come to a grinding halt. Salesforce.com is also known to be a little shy when it comes to SLAs. As reliance on cloud and SaaS providers increase, so does the need for reliable and enforceable SLAs.
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