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Lies vendors tell about Service Level Agreements and how to negotiate for something better

Tim Armandpour, VP of Engineering, PagerDuty | Jan. 13, 2016
Unfortunately, not all SLAs are created equal, and worse, some SLAs are downright deceptive.

3. SLAs will scale with my business.  SLAs are negotiated to meet the needs and size of the customer at the time of negotiation. Many businesses, however, change dramatically in size — even as often as quarter over quarter. A good SLA will outline specific intervals for reviewing the contract to ensure it meets changing business needs.

Some vendors take this a step further by building in notification workflows that indicate when an SLA is close to being breached so you can begin negotiations based on changes in scale. These tools also help ensure that scheduled SLA review meetings actually take place.

Good SLAs protect both businesses and suppliers from disappointment and missed expectations. When entering SLA negotiations, IT leaders can protect their business interests by clarifying what five 9s entails, by seeking vendors with methodologies to avoid downtime and by setting specific intervals for contract renegotiations that can scale with the business. If Gartner’s downtime cost estimates are accurate, then any smart business will make the often-tedious process of negotiating SLAs a top priority.

 

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