Service Level Agreements (SLAs) need to cover all aspects of a business and their subsidies, which means they are often broad and generic and can leave your data center unprotected. The SLA made with the Original Equipment Manufacturers (OEMs) is used as a way to ensure timely repairs and any service needs. What often happens with a typical SLA, however, is providers can wait until the last minute of a quoted time frame to repair your systems, causing your business costly downtime. Doing this is not a breach of contract, though it can be frustrating for businesses who need to keep equipment in use full-time.

An enhanced support SLA can help avoid these pitfalls.  Enhanced SLAs can supplement your existing warranty, offer flexibility and cost savings, and extend the life of your equipment.

If your business has had problems in the past with an SLA, then it’s time to consider an enhanced support SLA.

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http://www.datacenterknowledge.com/archives/2017/05/10/data-centers-need-better-slas/