Other than "give them the bum's rush!" what do you do when a vendor is a PITA about SLAs for outages? Obviously there's not enough on the table to get lawyers involved, but it's aggravating when first they act like they lost your SLA request, then claim their logs don't match your logs in some significant way, then try to avoid returning calls to find out what got decided about disputes I guess hoping you'll give up, etc. It's lousy "game theory" if the vendor just wants to insist their logs are very different than the customer's (highly detailed logs), for example, short of bolting, which there might be other reasons to not want to do except as a last resort, like the cost would be a lot more than the SLAs in question. But where's the leverage? I hope this is operational enough for this list, if not feel free point me somewhere else. -- -Barry Shein The World | bzs@TheWorld.com | http://www.TheWorld.com Purveyors to the Trade | Voice: 800-THE-WRLD | Login: Nationwide Software Tool & Die | Public Access Internet | SINCE 1989 *oo*