Facebook Connect: Without an SLA, can you trust it with your business?


Facebook Connect: Without an SLA, can you trust it with your business?

I was just listening to a SpoolCast podcast, “SpoolCast: Moving Beyond Static Forms with Luke Wroblewsk.” Mr. Wroblewski talked about the value of Facebook Connect in speeding up and simplifying the form-based process for registration, especially for social media web sites. This reminded me of a huge issue I just had with Facebook, one that might affect your business’s ability to work with your customers.

A couple weeks ago, Facebook disabled my account. They didn’t say why, they provided a link to their Service Level Agreement (SLA) for such situations. There is pretty much no responsibility on Facebook to do anything; they don’t have to contact you to let you know your account has been disabled, they don’t have to tell you why, and, worst of all, there’s no time limit within which they must re-enable your account or even contact you. And, you are required to contact them via email before they will start re-enabling the account.

What this meant is that I couldn’t use any site requiring Facebook Connect access control for six days.

I bypassed a few purchase opportunities because I couldn’t access the site – I hope your company wasn’t one of them… And just imagine if my business account was disabled…

I’m surprised I haven’t seen this issue come up on other social networks before; given Facebook’s desire to be the center of the social network universe, this seems to be at least to be a serious issue.

What do you think?


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