We’ve all been there. A mission critical product fails or underachieves, a service falls below expectations or outright fails, and we turn to our SLA, our trusty service level agreement, for a cure. It’s a moment of truth because we might learn the hard way what the service provider is actually obligated to do, and what he’s not. In this podcast AOTMP Executive Vice President, Tim Colwell outlines in great detail what that “best effort guarantee chicanery” is all about. Colwell discusses SLA trends, describes what we mean by “best effort guarantee”, describes SLOs service level objectives, and provides us with a way to evaluate SLAs. As always, Colwell, who writes a blog in TR, offers actionable advice, having defined the problem. Visit www.aotmp.com
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