NET(net), Inc.

SLAs by jigordon
January 22, 2008, 10:14 pm
Filed under: metrics

Joel Spolsky over at FogCreek is talking about SLAs.

I responded.

Stephen, I know you have something to say on this.

Anyone else?


1 Comment so far
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I couldn’t agree with your response more. As you point out, the problem is a lack of integrity. Promises are made in terms of service levels, knowing they’re going to be broken by the vendor–and the penalties are baked into the deal P&L as COGS. That’s why it’s important to use the escalations model. A customer can still combine liquidated damages with the escalations model if that’s what makes the customer feel safe, but the escalations model is what’s really going to drive the vendor to perform to SLAs.

Comment by Stephen Guth

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