> I've never seen an SLA which is clear cut enough to be worth pursuing if you want more than a free t-shirt.
I have, regularly. I am not sure what kind of business you are running but parties that rely on service providers for critical (primary business process driving) components routinely agree to SLAs with large penalties and the ability to open up an existing contract in case of non-performance. Obviously you would have to be willing to pay for such a service in the first place otherwise there is no point in setting up an SLA, this won't be cheap. But we're definitely not talking about 'free t-shirts' here, more about direct liability, per hour penalties and so on.
By the time SLA thresholds are being breached you've been through months (or years) of pain. They're not strong enough or specific enough to save you from a bad provider. ymmv
Exactly what I was thinking. But then again, from what I've seen, the persons responsible for monitoring uptimes are often much further removed from the C suite in these "committed-spend" companies.
To what end? I've never seen an SLA which is clear cut enough to be worth pursuing if you want more than a free t-shirt.
> I've never seen an SLA which is clear cut enough to be worth pursuing if you want more than a free t-shirt.
I have, regularly. I am not sure what kind of business you are running but parties that rely on service providers for critical (primary business process driving) components routinely agree to SLAs with large penalties and the ability to open up an existing contract in case of non-performance. Obviously you would have to be willing to pay for such a service in the first place otherwise there is no point in setting up an SLA, this won't be cheap. But we're definitely not talking about 'free t-shirts' here, more about direct liability, per hour penalties and so on.
I'm thinking ISPs, colo, cloud.
By the time SLA thresholds are being breached you've been through months (or years) of pain. They're not strong enough or specific enough to save you from a bad provider. ymmv
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Exactly what I was thinking. But then again, from what I've seen, the persons responsible for monitoring uptimes are often much further removed from the C suite in these "committed-spend" companies.