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One of the most obvious issues with SLAs is that often they do not clearly or thoroughly represent the expectations of the customer and don’t offer a clear enough commitment from the provider.
The results are disappointed clients, frustrated providers and at their worst, disputes and lawsuits waiting to happen.
By the time IT or strategic sourcing negotiators get involved the project has become urgent and if you are under the gun, the provider has the advantage.
The SLA is often the last element negotiated and is often short changed in the process.
I say that first because I believe in the model and second because of all the many times I have worked to fix, amend or recreate SLAs that were not crafted correctly the first time.
The cost of poorly-crafted SLAs is always far greater than if you did it correctly the first time. If you were facing a major remodel of your kitchen would you want an expert contractor/designer to assist you or would you, if you were not an expert, do the work yourself?
Most people who draft SLAs are not the individuals who will most likely be living with the monitoring and enforcement of the services.