Entp makes a spirited case against SLA's and I like it. I wish I could use it to eradicate SLA culture. But I can't.
There's something confrontational right out of the box about SLA's. Negotiating them is a painful process, getting to signoff has all the feelgood moments of negotiating a pre-nuptual agreement. And in practice, when you have to go to the SLA, its never a shining moment for inter-departmental harmony.
What the case highlights is how poisonous it is to assume that the SLA's describe an acceptable support procedure. The SLA should be considered the absolute worst case support, and actual support practice should aspire to be much better. Problem is, the SLA is almost always encoded as the acceptable process.
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