Trying to locate an article on Service Level Agreements

Hi,
I’m trying to locate an article that dealt with an IT Consultant trying to set up a support contract for a client.

It dealt with all sorts of issues from response times, to costs, to how to deal with responding to a support call from one client while on a project with another.

It was an excellent article, but for the life of me, I can’t find it again.

Any help with finding it grately appreciated.

Mike