In times of yore it would take users some time to notice that their Internet connection was down. While NOCs still tried to fix things as quickly as possible, reasonable SLAs were accepted and issues only occurred if they were breached. Time has moved on and tolerance for service outages has dropped. The SLAs we offer our clients (and by definition our end users) often haven't really moved on to reflect this new reality. These days many services have an effective SLA (or really a Service Level Obligation) of closer to a minute ie the time between the service (such as a VLE) going down and the end user noticing. This Lightning Talk aims to highlight some of the current operational realities on NREN networks, how to mitigate some of the issues, how to communicate them to your staff and what to do when it all goes wrong.