Hot take: standard SLAs are killing trust between agencies and clients

I overheard a procurement guy at a conference say they always push for 48-hour response times even though nobody actually needs it. It just creates tension when something breaks and the clock starts ticking. Does anyone else think customized SLAs based on real usage data would work better than these off-the-shelf templates?

3 comments

3 Comments

max_cooper213d ago

That 48 hour clock turns every minor glitch into a hostage situation.

the_nancy3d ago

Right, but isn't that clock just a baseline for accountability, not a weapon?

corah753d ago

Oh man, @max_cooper21 is acting like a 48 hour wait is worse than a root canal.