That's all well and good, but since it's also the only "performance metrics" given in the contract, it's all I have to go on (hence soliciting references from existing customers). It would be nice to get an indication of what performance we can expect, not just "oh, it'll never get worse than this..." I've got a load of questions for the provider around these (and other) issues, so I'll just have to see what they come up with. Later'ish Craig

-----Original Message----- From: Joe Abley [mailto:jabley(a)isc.org] Sent: Tuesday, September 28, 2004 2:54 AM

[snip snip]

It may actually be that the performance guarantee is a paper-dwelling construct, and has little or no form in the actual network.

I have certainly come across providers in my past for whom performance guarantees were necessary in order to be able to bid for projects, but the cost of deploying infrastructure to support the guarantees was much higher than just giving a few refunds now and then. As such the guarantees didn't really exist outside the billing department.

Joe