<HTML dir=ltr><HEAD><TITLE>Question about SLAs</TITLE>
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<DIV dir=ltr><FONT face=Arial color=#000000 size=2>Find a new vendor is certainly one solution.</FONT></DIV>
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<DIV dir=ltr><FONT face=Arial size=2>Regards,</FONT></DIV>
<DIV dir=ltr><FONT face=Arial size=2>chad</FONT></DIV>
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<FONT face=Tahoma size=2><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>
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<P><FONT size=2>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 | bzs@TheWorld.com | <A href="http://www.theworld.com/">http://www.TheWorld.com</A><BR>Purveyors 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>