10 do’s and don’ts for crafting more effective SLAs

Marc Tanowitz was a key resource for this CIO.com article about how enterprises can get more out of their SLA strategies. He encouraged buyers not to view financial penalties as cost savers, adding that, “buyers have come to realize that credits typically do not fully compensate them for the impact of poor service received.” He also advised that SLAs should be mutually exclusive and not overlap with other metrics and stressed the importance of precision in making sure SLAs are as definitive and quantifiable as possible.