North American Network Operators Group

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Re: Ameritech Service Quality Report

  • From: Brian Wallingford
  • Date: Sun Sep 03 18:11:58 2000

: 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.