An SLA is a service level agreement.
Which describes the 'watermelon SLA' effect?

Question

An SLA is a service level agreement.Which describes the 'watermelon SLA' effect?

Miguel Pinar Guruceta · Accepted Answer

The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.

Miguel Pinar Guruceta · Answer

A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.

Miguel Pinar Guruceta · Answer

SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.

Miguel Pinar Guruceta · Answer

Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.

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