You're a director of CS. Your head of sales wants you to commit to a custom SLA for a strategic prospect that would triple on-call burden for your team. Your team has already told you they're stretched. Sales pushes back. What do you do?

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Stay specific. One example, told well, beats three told fast. Make your decisions visible — what you chose between. End on what changed, for whom.

You're a director of CS. Your head of sales wants you to commit to a custom SLA for a strategic prospect that would triple on-call burden for your team. Your team has already told you they're stretched. Sales pushes back. What do you do?

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