IBM

Review: Hello,

We closed our account with IBM's SoftLayer division (account #[redacted]) a couple years ago after several months of performance that was below SLA levels. However, we have not yet received a refund for months when service was impaired.

Please let me know when refunds for four months of service ($111.50/month * 4 months = $446.00) will be issued.

Thank you,

[redacted]Desired Settlement: Seeking a refund for months when service was below agreed-to service levels: $111.50/month * 4 months = $446.00

Business

Response:

[redacted] partnership with SoftLayer ended on amicable terms 2 years ago.

During its tenure with SoftLayer however, the PolariStar, LLC. account

experienced numerous 'delinquent' months resulting in disconnection of service

as outlined in SoftLayer’s MSA – section 5.1. Further, abuse related issues

involving spam and/or DMCA complaints are documented throughout the accounts

lifespan. It’s for these reasons that no compensation is due to [redacted].

Our service level

agreements (SLA's) were continually met throughout the tenure of the PolariStar,

LLC account. In reference to this same document, any breach deemed worthy of

such credit has a serviceable lifespan of 7 days. As these claims fail to meet

both the timetable and measurable qualities of an SLA credit, the claim should

be denied.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Thank you for this e-mail.

We are deeply disappointed and shocked by SoftLayer's false accusations and assertions. The "spam" and "DMCA complaints" SoftLayer notes resulted from unauthorized third parties gaining access to the SoftLayer equipment we were renting. This unauthorized access was achieved due to SoftLayer's failure to secure its network and equipment. To have SoftLayer compromise customer security in this way -- and then pin the blame on the customers -- is utterly outrageous.

Furthermore, we dispute that accounts were delinquent since SoftLayer always had up-to-date and valid payment info on-file. Any account standing issues are therefore the result of SoftLayer's billing system.

Under the circumstances, we reiterate our request for a refund as originally submitted.

Thank you,

Business

Response:

Softlayer has responded to the customer with information regarding the claim.

There is no further action Softlayer can take at this time."

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This a non-response. Please have SoftLayer address our legitimate concerns, or mark this complaint as one that SoftLayer did not resolve.

Thank you,