[ Thanks to jane walker for this link.
]
When Red Hat Enterprise Linux 5 launched, it contained more than
just new software. It also offered customers a substantially
streamlined service-level agreement (SLA).“Red Hat vice president of support Ian Gray showed off the new
SLA at the Red Hat Enterprise Linux (RHEL) 5 launch in San
Francisco last week. With one fell swoop of a presentation slide,
Gray took the nine-page document that accompanied Red Hat
Enterprise Linux 4 and turned it into a one-page affair meant to
simplify a customer’s service experience. ‘If we ship the bits, we
support the bits,’ he said. ‘No more legalese…'”