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Doug Kaye's thoughts on web services, web hosting and managed services.

SLAs with Teeth. Ben Horowitz (CEO of MSP Loudcloud) is blowing his company's horn and challenging competitors to publish independent measurements of the levels of their customer satisfaction. They're touting the "Loudcloud Quality Challenge." [Source: Silicon.com]

I think that's a wimpy challenge. Here's a better one: I challenge Loudcloud and other colos and MSPs to post the text of their SLAs on line. From the introduction to Chapter 10, Service Level Agreements, from Strategies for Web Hosting and Managed Services,

Most of the few SLAs that do exist don't come close to describing the levels of service that vendors say they can deliver and that they (verbally) lead their customers to expect... Vendors say they actually deliver higher service levels than what they put into their SLAs, but that they must be conservative. Why is that? We don't do that in our other contracts and warranties. We put into writing exactly what will and won't happen in case something goes wring.
This 26-page chapter is getting more attention and generating more email feedback than any other in the book.
Posted Friday, December 14, 2001 10:30:23 AM   



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