Service Level Agreements

Subject: Service Level Agreements
From: "Karen E. Black" <kblack_text -at- hotmail -dot- com>
To: "TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Tue, 16 Oct 2001 20:45:59 -0400

Is there anyone here partly or fully responsible for "verbage" ;-b in SLAs? I have the seminal text on SLAs (Foundations of Service Level Management), I am now responsible for drafting our template, and I have been called into several meetings with the Sales Director and CIO to discuss revisions to a new SLA we are negotiating this week. I seem to be the only one who has read up on negotiating SLAs (while we often draft them, they are never signed off).

I've written a template and had it approved by our sales wendigos. ("In one variation of the story, the creature could only be seen if it faced the witness head-on, because it was so thin that it could not be seen from the side. The spirit was said to have a voracious appetite for human flesh and the many forest dwellers who disappeared over the years were said to be victims of the monster.")

Can I get some sympathy here?

Karen Black, scared little tech writer

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