December 17, 2009, 8:37 AM — When you pay for a set level of service, and you don't receive that level of service, you overpay. The service level agreement (SLA) promised to eliminate this problem, but few providers actually match their contracted level of performance year after year. Even fewer of those providers keep track themselves, and offer refunds or adjustments automatically.
This means you must check your logs and service notes to get the compensation specified in your contract.
You will not get a check returning your fees paid during outages, but you can get refunds applied to forthcoming service payments or adjustments in some other area.
But you will get nothing unless you ask, and back up your request with documentation.
This tip is adapted from "10 End-of-Year IT Tasks to Do Now" by James Gaskin.
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