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

By:
The NetDocuments Team
Jul 26, 2018

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.

US Service over the last 90 days, with service reduction on 26-June. 99.82%

https://trust-us.netdocuments.com

EU Service over the last 90 days. 100%

https://trust-eu.netdocuments.com

Australia Service over the last 90 days. 99.99%

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.

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 shows 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?

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

List of Companies Surveyed

Alfresco

BA Insight

Box

Cisco Jabber

CosmoLex

DocsCorp

Doxly

Dropbox

Handshake Aderant

Facebook Work

HighQ

iManage

iManage Share

LegalAnywhere

intApp

Intralinks

Microsoft Teams

Litera

Microsoft Yammer

Mimecast

NetDocuments

Seagate eVault

SeeUnity

OpenText

Proofpoint

Slack

SugarSync

ShareFile

Skype for Business

ZoHo

Workshare

Worldox

Coinbase

Pay Mo

Stripe

37Signals

Airbrake

Beanstalk

Desk

Sets

Get Exceptional

Gotomeeting

Heroku

Linode

Recurly

Serif

Simple

Tumblr

Twilio

Twitter

Zendesk

Apple

AWS

Baracuda Networks

Cisco

GitHub

google

GoToMeeting

JoinMe

Office Live

Microsoft

Microsoft azure

OpenDNS

SonicWall

WebEx

AbacusLaw

Aderant

AmicusAttorney

BQESoftware

Clio

Elite

FirmCentral

HoudiniEsq

LexisNexis

MerusCase

MyCase

Needles Case Mgmt

PracticePanter

RocketMatter

GitHub

TypeKit

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