On 18/Jun/20 15:26, Warren Kumari wrote:
Ah, because, if you word / negotiate your contract carefully, the failure to meet the 24/7 SLO can be converted into credit -- either actual discounts or simply a big stick when negotiating new stuff. Many years ago I worked for a company who repeatedly tripped over their own feet - but the one good thing that they actually managed was to have a good clause in their support contract -- we got free 24/7 support for 3 years in a row because the contact had a "if you miss the response time more than N% of the time, we ain't gonna pay" clause. We had many locations in the USA, but also in Bangalore, Chennai, Hyderabad, Paris, London, Mumbai, and Marseille - for some reason Marseille was almost always the winner in terms of missing the SLO.
Conniving... I like it :-). What was the saying... "Huge telco's are law firms masquerading as connectivity providers", or something along those lines :-). Mark.