Transparency & Trust: The Vital Role of Service Provider Status Pages


An open call for service status transparency among legal cloud service providers.

NetDocuments is in the business of trust. We securely store and deliver content services for our global customers 365 days a year, 24 hours a day. Every consumer has expectations that their product partners are honest. The NetDocuments team believes honesty and transparency are two sides of the same coin.  

One unwavering promise we make to our customers: NetDocuments service is available when they need it. Our service status pages present real-time service health and performance. Each global region has a dedicated page to allow customers to focus on regions relevant to their business. Gone are the days when downtime was something software companies kept secret.

 

rounded image of american flag US Service over the last 90 days, with service reduction on 26-June. 99.82%
snapshot of US service status
https://trust-us.netdocuments.com
rounded image of european union flag EU Service over the last 90 days. 100%
snapshot of EU service status
https://trust-eu.netdocuments.com
rounded image of australian flag Australia Service over the last 90 days. 99.99%
snapshot of AU service status
https://trust-au.netdocuments.com

 

The services status pages show platform responsiveness and availability. Take for example the service response time and total transaction volume for the US service shown below. The response time metric measures user experience across all tenants of the service using NetDocuments Web or Office™ integration products. This metric provides a handy way to determine if the service is responding reasonably. NetDocuments generates internal operations system alerts for any 5-minute period with the average response time over 570ms.

The Transactions metric aggregates platform activities ranging from searches (700+ per second) to document uploads (6-8M per day) to API calls (30K per hour). Utilities and custom applications are not reflected in the transaction metric.

snapshot of netdocuments' service status report

Adopting a Culture of Transparency

Gone are the days when downtime was something you kept hush hush. Customers expect transparency. In fact, a paradox exists that show the psychological impact technology has on a business. Called Service Recovery Paradox, it defines a scenario where a customer thinks more highly of a company after the company has corrected a problem with their service, compared to how they regarded the company if non-faulty service had been provided.

An analysis of industry trends shows one thing: industry leading platforms have service status pages. We looked at a range of companies over various markets and industries. Within the legal industry, we focused primarily on companies recognized by the ILTA technology survey.  We classified them into categories such as content services (manage documents), financial, industry (focused on specific solutions like Zendesk, GoToMeeting, etc.), platform (Microsoft, AWS, Apple, Google, Facebook), practice management (Elite, Clio, LexisNexis, Thomson Reuters). The survey shows that most legal service vendors do not meet industry standards for status reporting.  How does your product partner stack-up?

comparison of companies with or without status pages

NetDocuments encourages ILTA and other suppliers to publish their service status to increase customer confident in the software-as-a-service models.  

 

List of Companies Surveyed

Company

Status Page Location

Alfresco

 

BA Insight

 

Box

https://status.box.com/

Cisco Jabber

 

CosmoLex

 

DocsCorp

 

Doxly

 

Dropbox

https://status.dropbox.com/

Handshake Aderant

 

Facebook Work

https://developers.facebook.com/status

HighQ

 

iManage

 

iManage Share

 

LegalAnywhere

 

intApp

https://status.my.intapp.com/

Intralinks

 

Microsoft Teams

https://docs.microsoft.com/en-us/microsoftteams/service-health

Litera

 

Microsoft Yammer

https://portal.office.com/servicestatus

Mimecast

 

NetDocuments

https://support.netdocuments.com/hc/en-us/articles/360006896191-New-Service-Status-Pages

Seagate eVault

 

SeeUnity

 

OpenText

 

Proofpoint

 

Slack

https://status.slack.com/

SugarSync

https://www.sugarsync.com/servicestatus

ShareFile

https://status.sharefile.com/

Skype for Business

https://support.skype.com/en/status/

ZoHo

https://status.zoho.com

Workshare

 

Worldox

 

Coinbase

https://status.coinbase.com/

Pay Mo

https://status.paymo.biz

Stripe

https://status.stripe.com/

37Signals

https://status.basecamp.com/

Airbrake

https://status.airbrake.io

Beanstalk

https://status.beanstalkapp.com

Desk

https://status.desk.com

Sets

https://etsystatus.com

Get Exceptional

https://status.getexceptional.com

Gotomeeting

https://status.gotomeeting.com/

Heroku

https://status.heroku.com/

Linode

https://status.linode.com

Recurly

https://status.recurly.com

Serif

https://status.serif.com

Simple

https://status.simple.com

Tumblr

https://status.tumblr.com

Twilio

https://status.twilio.com

Twitter

https://status.twitterstat.us/

Zendesk

www.zendesk.com/support/system-status

Apple

www.apple.com/support/icloud/systemstatus/

AWS

https://status.aws.amazon.com/

Baracuda Networks

https://status.barracuda.com/

Cisco

 

Facebook

https://developers.facebook.com/status

GitHub

https://status.github.com/messages

google

www.google.com/appsstatus

GoToMeeting

https://status.gotomeeting.com/

JoinMe

https://status.join.me/

Office Live

https://status.live.com

Microsoft

https://portal.office.com/servicestatus

Microsoft azure

https://azure.microsoft.com/en-us/status/

OpenDNS

https://system.opendns.com/

SonicWall

 

WebEx

https://status.webex.com/#/service/status

AbacusLaw

 

Aderant

 

AmicusAttorney

 

BQESoftware

 

Clio

https://status.clio.com/

Elite

 

FirmCentral

 

HoudiniEsq

 

LexisNexis

 

MerusCase

 

MyCase

https://status.mycase.com/

Needles Case Mgmt

 

PracticePanter

https://practicepanther.statuspage.io/

RocketMatter

https://status.rocketmatter.com/

GitHub

https://status.github.com/messages

TypeKit

https://status.typekit.com


Author: Peter Buck, VP of Product Strategy




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