Monday, May 14, 2007
Service Level Agreements, according to this article, are marketing fodder. I agree. An SLA basically says that you get credits if you catch us not performing as promised. The credits are one day - big whoop! ACC Business is a subsidiary of at&t that uses the at&t network. The difference between the 2 companies: (1) ACC doesn't have a direct sales force; it only uses agents; (2) a human answers the phone at ACC; (3) no SLA's at ACC. On a $500 T1 that means if you are down for a day, you get $17 back. At that rate, YOU can give SLA's. Use the marketing fodder to your advantage.