Robert Scidmore, director of technology for the 12,000-student Eau Claire Area School District in Wisconsin, and Patrick Simon, chief technology officer for the 22,000-student Hayward Unified School District in California, have put together SLAs that work for them. The two tech administrators offer 10 strategies for success. These are: (1) Make sure key people are at the table during SLA development; (2) Clearly understand what service level to expect, and then understand the cost and practicality issues; (3) Define the terms; (4) Have a well-organized trouble-ticket and call-escalation system; (5) Define performance criteria; (6) Identify the contact people for the service or vendor; (7) Establish consequences for not meeting the SLA conditions; (8) Do staff development on both teams so that everyone understands the process; (9) Review performance reports in regularly scheduled meetings; and (10) Hedge your bets.