Dead on. I went back and re-read the article, and yes – we are in agreement. It's about doing whatever it takes to keep the relationship with your customers o

Dead on. I went back and re-read the article, and yes – we are in agreement. It's about doing whatever it takes to keep the relationship with your customers on an even keel. I couldn't agree more that SLAs are generally bad for customers, even though the perception is the opposite. I can't tell you how many times I've had a client demand an SLA from their vendor, and when that SLA arrives, it reads like a commitment, but actually it's impossible to fail. And these almost always are wrapped in "exclusive remedy" language, which quite literally means the customer would be better off without it. The devil is in the details. Cheers!