AI Responsibly with ndMAX
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%
NetDocuments US Service Status
EU Service over the last 90 days. 100%
NetDocuments EU Service Status
Australia Service over the last 90 days. 99.99%
NetDocuments Australia Service Status
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.
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.
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
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
Zendesk
Apple
AWS
Baracuda Networks
Cisco
GitHub
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
