[94788] in North American Network Operators' Group
RE: Question about SLAs
daemon@ATHENA.MIT.EDU (Chad Skidmore)
Thu Feb 8 22:10:57 2007
Date: Thu, 8 Feb 2007 19:09:34 -0800
From: "Chad Skidmore" <chad@skidmore.org>
To: "Barry Shein" <bzs@world.std.com>, <nanog@merit.edu>
Errors-To: owner-nanog@merit.edu
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Find a new vendor is certainly one solution.
=20
Regards,
chad
=20
________________________________
From: owner-nanog@merit.edu on behalf of Barry Shein
Sent: Thu 2/8/2007 3:00 PM
To: nanog@merit.edu
Subject: Question about SLAs
Other than "give them the bum's rush!" what do you do when a vendor is
a PITA about SLAs for outages? Obviously there's not enough on the
table to get lawyers involved, but it's aggravating when first they
act like they lost your SLA request, then claim their logs don't match
your logs in some significant way, then try to avoid returning calls
to find out what got decided about disputes I guess hoping you'll give
up, etc.
It's lousy "game theory" if the vendor just wants to insist their logs
are very different than the customer's (highly detailed logs), for
example, short of bolting, which there might be other reasons to not
want to do except as a last resort, like the cost would be a lot more
than the SLAs in question. But where's the leverage?
I hope this is operational enough for this list, if not feel free
point me somewhere else.
--
-Barry Shein
The World | bzs@TheWorld.com | =
http://www.TheWorld.com <http://www.theworld.com/>=20
Purveyors to the Trade | Voice: 800-THE-WRLD | Login: Nationwide
Software Tool & Die | Public Access Internet | SINCE 1989 =
*oo*
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<HTML dir=3Dltr><HEAD><TITLE>Question about SLAs</TITLE>=0A=
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<DIV dir=3Dltr><FONT face=3DArial color=3D#000000 size=3D2>Find a new =
vendor is certainly one solution.</FONT></DIV>=0A=
<DIV dir=3Dltr><FONT face=3DArial size=3D2></FONT> </DIV>=0A=
<DIV dir=3Dltr><FONT face=3DArial size=3D2>Regards,</FONT></DIV>=0A=
<DIV dir=3Dltr><FONT face=3DArial size=3D2>chad</FONT></DIV>=0A=
<DIV dir=3Dltr> </DIV></DIV>=0A=
<DIV dir=3Dltr><BR>=0A=
<HR tabIndex=3D-1>=0A=
<FONT face=3DTahoma size=3D2><B>From:</B> owner-nanog@merit.edu on =
behalf of Barry Shein<BR><B>Sent:</B> Thu 2/8/2007 3:00 PM<BR><B>To:</B> =
nanog@merit.edu<BR><B>Subject:</B> Question about =
SLAs<BR></FONT><BR></DIV>=0A=
<DIV><BR><BR>=0A=
<P><FONT size=3D2>Other than "give them the bum's rush!" what do you do =
when a vendor is<BR>a PITA about SLAs for outages? Obviously there's not =
enough on the<BR>table to get lawyers involved, but it's aggravating =
when first they<BR>act like they lost your SLA request, then claim their =
logs don't match<BR>your logs in some significant way, then try to avoid =
returning calls<BR>to find out what got decided about disputes I guess =
hoping you'll give<BR>up, etc.<BR><BR>It's lousy "game theory" if the =
vendor just wants to insist their logs<BR>are very different than the =
customer's (highly detailed logs), for<BR>example, short of bolting, =
which there might be other reasons to not<BR>want to do except as a last =
resort, like the cost would be a lot more<BR>than the SLAs in question. =
But where's the leverage?<BR><BR>I hope this is operational enough for =
this list, if not feel free<BR>point me somewhere =
else.<BR><BR>--<BR> -Barry =
Shein<BR><BR>The =
World &n=
bsp; | =
bzs@TheWorld.com &nb=
sp; | <A =
href=3D"http://www.theworld.com/">http://www.TheWorld.com</A><BR>Purveyor=
s to the Trade | Voice: =
800-THE-WRLD | Login: =
Nationwide<BR>Software Tool & Die | Public Access =
Internet | SINCE 1989 =
*oo*<BR></FONT></P></DIV></BODY></HTML>
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