* Do read the SLAs regardless of how much coffee it takes, and do view "goals," "targets," and "objectives" skeptically.
* Do involve your technical folks early, both to define SLA needs and priorities and to review the carrier's SLA offering.
* Do focus on negotiating good metrics and remedies for the critical measures of critical services at critical sites. Don't waste time and effort demanding five-nines availability across the board.
* Do know the performance record of the incumbent, and do be prepared to show why its failings (or its success, if you're talking to the other guy) compel real SLAs and real remedies.
* Do start your SLA negotiations early.
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