Flexing undue contractual influence can be a potentially disastrous indulgence. Clients should examine the processes involved in implementing the SLA before signing on. If the right processes are already in place, it's usually because the ASP knows their value and has practical experience making them work. If you want more service guarantees then are typically offered, expect to pay more. The bargains are out there.
ASPs are still in a buyers' market.
The opportunity still exists to form relationships with ASPs that rightly believe that the client's success is critical to their own. In deals where the power of the relationship is more aligned, SLAs can bring out the best in both parties. If realistic goals are supported with real processes, then the SLA becomes a means of achieving a balance of interests. Gilmore, IDC ASP Advisor Click here if you would like to review past issues of IDC's ASP Advisory.