Contractually binding SLAs are usually not worth sewing someone over. And in fact the vendor may drop you making things worse if you insist on getting them.
So in many places they are routinely measured very conveniently for the vendor, or even completely ignored. Or the credits or whatever compensation mechanism is just complicated enought that you don't get money. Or worst case for the vendor they return up to 20% of the cost of the contract.. for the month in which the incident happened.
So in many places they are routinely measured very conveniently for the vendor, or even completely ignored. Or the credits or whatever compensation mechanism is just complicated enought that you don't get money. Or worst case for the vendor they return up to 20% of the cost of the contract.. for the month in which the incident happened.
I really wish this wasn't the case..
Protip: never bet anything on an SLA.