The good news is that more than half of our survey respondents have service-level agreements (SLAs) in place for data protection; the better news is that of those respondents who do have SLAs in place, the majority report satisfied users. Storage managers have apparently done a good job designing their SLA programs and selling the concept to business units. Twenty-six percent say users are happy with their choices and services, and 35% of respondents say that with some exceptions the SLA program has been accepted by users. Within SLAs, respondents are keeping the number of service offerings low, with one, two or three levels being the most common. Only 9% of respondents have more than five service levels. Of those respondents who don't have SLAs, 52% are working on implementing them. --Christine Cignoli