SaaS Outage Etiquette: Why $330 Credits Matter More Than You Think

SaaS Outage Etiquette: Why $330 Credits Matter More Than You Think

2h ago
SaaStr AI SprinklerAS Gtm_strategy New

The Gist

  • A critical SaaS app outage lasted 2 days with no service credit offered
  • Two days of downtime on a $60K contract equates to just $330 in credits
  • Customers see unoffered credits as a relationship failure, not just an engineering one
  • Proactive credits signal accountability and attention to customer impact

RevBots.ai View:

Proactively offering credits after outages preserves customer trust and prevents silent resentment that surfaces at renewal.

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