```json
{
    "title": "SLA: The myth of simplicity",
    "url": "https://performancezen.com/2008/12/17/sla-the-myth-of-simplicity/",
    "datePublished": "2008-12-17",
    "dateModified": "2022-05-04",
    "language": "en-US",
    "description": "Service Level Agreements. SLAs. Three of the most contentious words, and most contentious acronym, in the technology sector. Arguments are had, suits are filed, and relationships broken and strained as…",
    "author": "spierzchala",
    "publisher": "Performance Zen"
}
```

# SLA: The myth of simplicity

[http://flickr.com/photos/39792195@N00/2811019532](http://flickr.com/photos/39792195@N00/2811019532)Service Level Agreements. SLAs.

Three of the most contentious words, and most contentious acronym, in the technology sector. Arguments are had, suits are filed, and relationships broken and strained as a result of this single concept.

How can something seemingly simple as setting an agreed upon level of service delivery be so problematic and misunderstood?

The word *agreement* is the key to the problem. SLAs assume that all parties understand and agree of the level of service. And how that information is to be reported. And who is responsible for reporting the data. And how long you have to file grievances. And who handles problems. And...well, lawyers are involved.

As Guy Kawasaki states regarding [the lies of venture capitalists](http://blog.guykawasaki.com/2006/01/the_top_ten_lie.html): there is no such thing as a vanilla term sheet.

There is also no such thing as a vanilla SLA. A company that tries to present you with a standardized SLA is trying to pull something over on you.

Some rules about SLAs.

I've likely missed many of the key points, but these are the ones that I see, from both sides of the field, on a pretty regular basis.

In the end, an SLA is not simple. It is not standardized. It is not defined by one side or the other. It is a negotiated treaty of behavior that, in the end, defines the daily operational relationship between two organizations. If you enter an SLA process with both sides trying to find the best way to work together in the long term, there is a good chance that the SLA will be easier than if you go in as stone-cold adversaries.