sla presentation final
Post on 20-Dec-2014
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Toward a New Toward a New Perspective on SLAsPerspective on SLAs
Justin G. CastilloLevine Blaszak Block & Boothby LLP
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Topics
Why We Need SLAs Why We Hate SLAs Breaking the SLA Mold Decrements in the Real World An Action Plan for SLAs
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We need SLAs (or something like them)
Many applications need performance metrics
Customer experience can be impacted
Internal stakeholder issues
Getting what you pay for
Get carrier to put skin in the game 3
But we also hate SLAs
The network is the network
Stock SLAs are a joke
Inverse credit/performance relationship
Carve-outs/restrictions
The need to jump through hoops for paltry recoveries
The vendor doesn’t feel your pain4
So what do we do?
Give up
Get redundant vendors for everything
Improve SLAs on the margins
Change the paradigm
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Changing the SLA paradigm: performance decrements
Goal: forget the small stuff; focus on the BIG problems
Move past pure credits and find other ways to incent performance
What about bonuses for exceeding numbers?
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Challenges of decrements
Contract integration
Selling it to the vendor – you need a certain size of spend/complexity
Pricing considerations
Achieving the right mix of • points,
• penalties &
• pain 7
Operationalizing decrements
Tracking decrements (reporting)
Following through
Modifying/refining the model
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Decrement case study
What happened
What worked
What needed refinement
Lessons learned
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Can we port any of these lessons to non-decrement
SLAs? Yes (to some extent)
• Reporting
• Account team support/escalation
• Periodic SLA reviews
Breaking the rigidity that comes with focus on the network alone
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