In short

  1. 1. Translate the SLA into operationsWrite down the service level, measurement window, exclusions, response requirements, service credits and any transition period. Then ask what people, tooling, redundancy and monitoring are needed to deliver it consistently.
  2. 2. Check the transition periodA steady-state SLA may be reasonable after stabilisation and unrealistic during migration. If the customer expects the same service level from day one, transition risk should be priced or the promise should be phased.
  3. 3. Combine the SLA with the rest of the dealA 99.99% SLA may be fine at standard scope. The same SLA with an aggressive implementation date, custom integration and reduced price may no longer be fine. SLA review is incomplete until the surrounding commitment is visible.
  4. 4. Decide the repairPossible repairs include a ramped SLA, clearer exclusions, different credit caps, more implementation time, a price change or stronger delivery evidence. Choose the smallest change that restores operational and economic sense.

Translate the SLA into operations

Write down the service level, measurement window, exclusions, response requirements, service credits and any transition period. Then ask what people, tooling, redundancy and monitoring are needed to deliver it consistently.

Check the transition period

A steady-state SLA may be reasonable after stabilisation and unrealistic during migration. If the customer expects the same service level from day one, transition risk should be priced or the promise should be phased.

Combine the SLA with the rest of the deal

A 99.99% SLA may be fine at standard scope. The same SLA with an aggressive implementation date, custom integration and reduced price may no longer be fine. SLA review is incomplete until the surrounding commitment is visible.

Decide the repair

Possible repairs include a ramped SLA, clearer exclusions, different credit caps, more implementation time, a price change or stronger delivery evidence. Choose the smallest change that restores operational and economic sense.

The SLA is not only a clause. It is a promise your operating model has to keep.