Download - Sla presentation final
![Page 1: Sla presentation final](https://reader036.vdocument.in/reader036/viewer/2022081907/54959cb2b4795967418b45e9/html5/thumbnails/1.jpg)
Toward a New Toward a New Perspective on SLAsPerspective on SLAs
Justin G. CastilloLevine Blaszak Block & Boothby LLP
1
![Page 2: Sla presentation final](https://reader036.vdocument.in/reader036/viewer/2022081907/54959cb2b4795967418b45e9/html5/thumbnails/2.jpg)
Topics
Why We Need SLAs Why We Hate SLAs Breaking the SLA Mold Decrements in the Real World An Action Plan for SLAs
2
![Page 3: Sla presentation final](https://reader036.vdocument.in/reader036/viewer/2022081907/54959cb2b4795967418b45e9/html5/thumbnails/3.jpg)
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
![Page 4: Sla presentation final](https://reader036.vdocument.in/reader036/viewer/2022081907/54959cb2b4795967418b45e9/html5/thumbnails/4.jpg)
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
![Page 5: Sla presentation final](https://reader036.vdocument.in/reader036/viewer/2022081907/54959cb2b4795967418b45e9/html5/thumbnails/5.jpg)
So what do we do?
Give up
Get redundant vendors for everything
Improve SLAs on the margins
Change the paradigm
5
![Page 6: Sla presentation final](https://reader036.vdocument.in/reader036/viewer/2022081907/54959cb2b4795967418b45e9/html5/thumbnails/6.jpg)
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?
6
![Page 7: Sla presentation final](https://reader036.vdocument.in/reader036/viewer/2022081907/54959cb2b4795967418b45e9/html5/thumbnails/7.jpg)
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
![Page 8: Sla presentation final](https://reader036.vdocument.in/reader036/viewer/2022081907/54959cb2b4795967418b45e9/html5/thumbnails/8.jpg)
Operationalizing decrements
Tracking decrements (reporting)
Following through
Modifying/refining the model
8
![Page 9: Sla presentation final](https://reader036.vdocument.in/reader036/viewer/2022081907/54959cb2b4795967418b45e9/html5/thumbnails/9.jpg)
Decrement case study
What happened
What worked
What needed refinement
Lessons learned
9
![Page 10: Sla presentation final](https://reader036.vdocument.in/reader036/viewer/2022081907/54959cb2b4795967418b45e9/html5/thumbnails/10.jpg)
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
10