Service Level Agreements (SLAs) are about driving good outcomes and good behaviors, not making money. But when improperly processed, SLAs will lead to bad outcomes! So this begs the question: is it ethical to insist on the letter of the contract, even if the spirit of the contract may conflict with it? Put another way, should we insist on penalizing non-performance when the mutual outcome should be improved performance? Be sure to check-out our new Business Ethics Program at Business Ethics (worldcc.com).