[bikamonki]

Maybe this will help: always charge a monthly SLA b/c systems are not like a haircut that you sell and forget about it, systems are alive monsters. When clients complain about the SLA use this story: You: Do you own a car a pay insurance? Client: Yes (most likely answer) You: Do you use the insurance? Client: No (if client answers yes they are conceding the point in advance!) You: But you pay for it regardless just in case you need it. Same deal with SLA contracts. Cars break, systems break.