Vendor Guarantees Not Worth Much

Some messaging vendors offer guarantees. These sound good, superficially. But they're not worth much. For example, spam control vendors sometimes guarantee a certain level of spam suppression, or a certain level of false positives. Or an Exchange appliance vendor guarantees five 9's availability.

If vendors don't perform, they typically give you some or all of your money back for that month.

The thing is: You probably won't notice if the service level isn't met. And even if you do, the cash refund is of little solace. As a customer, the value of the refund is negligible. You're much more concerned that the service level be met.

... David Ferris

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  1. Thoughts on MSS SLAs

    A recent post on the Ferris Research blog (https://blog.ferris.com/2006/04/vendor_guarante.html) got me thinking about the role of SLAs in managed services. To cut to the chase, most SLAs are not worth the paper they are written on. Ferris is exactly right

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