Deep Thoughts on SLAs

Ben Slater has a great post on service level agreements:

It should set the customer’s expectations, be realistic and be crystal clear, with no scope for misinterpretation. Well, that’s how they are meant be. But unfortunately, in the quest for more sales, some MSPs tend to commit themselves to unrealistic SLAs. It’s tempting to buy into a service when an MSP offers you 100% availability. It is even more tempting when you see a compensation clause that gives you confidence in going ahead with that MSP. But hold on! Have you checked out the exclusion clauses? Have you checked out your responsibilities in order to get what you are entitled to in the SLA? Just as it is the MSP’s responsibility to define a crystal-clear SLA, it is the customer’s responsibility to thoroughly understand the SLA and be aware of every clause in it. That is how you will notice the shades of gray!

We have put together a list of things to look for in an SLA so that customers are aware of the nuances involved and avoid unpleasant surprises after signing on.

This is important to know when you’re using a managed service but it also works internally: as a developer or manager on a product that people (presumably) rely upon, how you deal with outages and issues matters a lot.

Related Posts

Permission Set In A Post-SQL 2017 CLR World

Solomon Rutzky investigates what the PERMISSION_SET property does as of SQL Server 2017: And farther down on that same page, there is a note stating:  Important The PERMISSION_SET option is affected by the clr strict security option, described in the opening warning. When clr strict security is enabled, all assemblies are treated as UNSAFE. The last sentence in each of those quoted statements […]

Read More

Things Not To Do In SQL Server

Randolph West has a how-not-to guide for SQL Server: Don’t use TIMESTAMP We covered this in detail in a previous post, What about TIMESTAMP? It’s better to pretend that this data type doesn’t exist. Why not? It is not what you think it is. TIMESTAMP is actually a row version value based on the amount of time since SQL Server was started. […]

Read More

Leave a Reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.

Categories

March 2019
MTWTFSS
« Feb  
 123
45678910
11121314151617
18192021222324
25262728293031