[30984] in North American Network Operators' Group
Re: Ameritech Service Quality Report
daemon@ATHENA.MIT.EDU (Brian Wallingford)
Sun Sep 3 18:11:17 2000
Date: Sun, 3 Sep 2000 18:09:23 -0400 (EDT)
From: Brian Wallingford <brian@meganet.net>
To: Deepak Jain <deepak@ai.net>
Cc: Sean Donelan <sean@donelan.com>, nanog@merit.edu
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: Sean, as you know, typical SLAs provide very limited compensation for
: missing a deadline.
:
: It seems to me that most SLAs are crafted from the faith that normally
: circuits will be up a very high percentage of the time, and of the time
: that its down, it might not be down due to a circuit failure, and of those
: times it is a circuit failure, a customer may not notice/request an
: SLA-based compensation.
:
: Further, in my limited experience, SLAs are rarely actually paid for by
: providers (i.e. it never clears accounting).
They are often enough; however, many times labor expenses for babysitting
to expedite payment nearly equal compensation. So yes, it's often simply
another marketing gotcha.
-brian
