Comedy comes from pain. Art, too. Sure, some people are so creative that amazing stuff just pours out of them, but just as creativity springs from need, pain is the largest precursor to artistic expression.
So what alternate reality creates Service Level Agreements?
I came across this post at GigaOM, and something I’ve been telling clients for many years sprung to mind immediately: Service Level Agreements (SLAs) are Nonsense.
I even commented there, using my two personal favorite examples of the ludicrousness of SLAs and other numeric-based service guarantees. Pure and simple: you cannot adequately define customer expectations or the customer service contract by attaching numbers to them.