On Fri, Aug 12, 2011 at 02:15:00PM -0600, Yves Dorfsman wrote:
> On 2011-08-12 14:02, Luke S. Crawford wrote:
> >
> >Yeah, I'm just saying the compensation part is symbolic in all cases that
> >I have personally seen, and without meaningful compensation, the SLA
> >does nothing more than set expect
On 2011-08-12 14:02, Luke S. Crawford wrote:
Yeah, I'm just saying the compensation part is symbolic in all cases that
I have personally seen, and without meaningful compensation, the SLA
does nothing more than set expectations.
I've never seen a compensation per se, but have seen customers u
On Fri, Aug 12, 2011 at 11:32:08AM -0400, Brian Mathis wrote:
> On Thu, Aug 11, 2011 at 2:03 PM, Luke S. Crawford wrote:
> > I'd argue that it does set expectations, which can be important... but
> > it's not insurance, as usually implemented. Â Insurance implies that they
> > will cover your dama
On Fri, Aug 12, 2011 at 05:39:40AM -0400, Luke S. Crawford wrote:
> On Fri, Aug 12, 2011 at 10:00:15AM +0200, Aleksandar Ivanisevic wrote:
> > On 08/10/2011 06:11 PM, Brian Mathis wrote:
> > >Like any agreement, it's mostly about politics and risk. There's no
> > >amount of pointing to a contract
On Fri, Aug 12, 2011 at 10:00:15AM +0200, Aleksandar Ivanisevic wrote:
> On 08/10/2011 06:11 PM, Brian Mathis wrote:
> >Like any agreement, it's mostly about politics and risk. There's no
> >amount of pointing to a contract that's going to prevent the client
> >from being upset when your service i
On 08/10/2011 06:11 PM, Brian Mathis wrote:
Like any agreement, it's mostly about politics and risk. There's no
amount of pointing to a contract that's going to prevent the client
from being upset when your service is down, even if you meet your
numbers on a yearly basis. It's during the downti
On Tue, 9 Aug 2011, Matt Simmons wrote:
Just for the record, I maintain that SLAs have absolutely no bearing on
availability. They are contractual agreements that stipulate financial
ramifications of excessive downtime. They do not have any magic effect of
making the service more available.
The
On Wed, Aug 10, 2011 at 11:57 AM, Nathan Hruby wrote:
> One minor point that seems glossed over in the discussion...
>
> On Wed, Aug 10, 2011 at 8:30 AM, Matt Johnson wrote:
>> I agree, the SLA is a sales tool. It allows the ISP to make
>> exaggerated claims that cost them little or nothing if th
One minor point that seems glossed over in the discussion...
On Wed, Aug 10, 2011 at 8:30 AM, Matt Johnson wrote:
> I agree, the SLA is a sales tool. It allows the ISP to make
> exaggerated claims that cost them little or nothing if they fail to
> meet.
... until it's an internal-to-your-busines
I agree, the SLA is a sales tool. It allows the ISP to make
exaggerated claims that cost them little or nothing if they fail to
meet. More important, we take the SLA's to our clients and use them to
show that we have been through in our plans for hosting their service.
It is a demonstration of dili
I have yet to see a "properly specified" SLA. Usually this gets
negotiated down to something that is purely declarative, like an UN
resolution ;)
Even if SLA is specified broadly enough to be enforced, the compensation
is so small that its usually not worth claiming.
Some providers are eve
On Wed, Aug 10, 2011 at 08:28:13AM -0400, Brian Mathis wrote:
> A properly specified SLA should be quite clear on those things. After
> all, isn't the whole point to come to an agreement about what you're
> providing, how to monitor it, and what constitutes a failure? Just
> throwing a number out
A properly specified SLA should be quite clear on those things. After
all, isn't the whole point to come to an agreement about what you're
providing, how to monitor it, and what constitutes a failure? Just
throwing a number out (99.99%) as your "SLA" does not accomplish any
of those goals.
-☙ B
This may be irrelevant to some of you.
A former CTO once told me that SLA's don't mean shit. He meant it
inregards to getting refunds for SLA assurances in contracts, because one
can massage the SLA number (was our website up? was our api up? did you
get a 302 to a "scheduled maintenance" page
Just for the record, I maintain that SLAs have absolutely no bearing on
availability. They are contractual agreements that stipulate financial
ramifications of excessive downtime. They do not have any magic effect of
making the service more available.
The very fact that SLAs exist means that they
- Original Message -
> From: "Luke S. Crawford"
> Of course, as you said, how you measure makes a lot of difference,
One of the metrics that some folks would consider important is not "did the
data center provide 99.99% availability" but "was the customer facing *service*
available for
On Mon, Aug 08, 2011 at 05:50:38PM -0700, da...@lang.hm wrote:
> there is no amount of money you can spend, or any checklist of 'things you
> must do' to meet any specific level.
>
> the only proof that you can reach a given level is measurement
Ah, but this only proves past performance, and doe
On Mon, 8 Aug 2011, Brian Mathis wrote:
We all know, or at least have heard, that SLAs are very important, and
the more 9s you want the more expensive it gets.
I'm curious about methodologies on how to figure out the requirements
and cost it takes to make sure you've achieved a certain level,
w
We all know, or at least have heard, that SLAs are very important, and
the more 9s you want the more expensive it gets.
I'm curious about methodologies on how to figure out the requirements
and cost it takes to make sure you've achieved a certain level,
without going over. It's easy to think of w
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