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Sla presentation final


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Sla presentation final

  1. 1. Toward a NewPerspective on SLAs Justin G. Castillo Levine Blaszak Block & Boothby LLP 1
  2. 2. Topics Why We Need SLAs Why We Hate SLAs Breaking the SLA Mold Decrements in the Real World An Action Plan for SLAs 2
  3. 3. 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
  4. 4. 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 pain 4
  5. 5. So what do we do? Give up Get redundant vendors for everything Improve SLAs on the margins Change the paradigm 5
  6. 6. 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
  7. 7. 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
  8. 8. Operationalizing decrements Tracking decrements (reporting) Following through Modifying/refining the model 8
  9. 9. Decrement case study What happened What worked What needed refinement Lessons learned 9
  10. 10. 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