Hey man! Yeah, that's correct. Their system removes many intermediaries when it comes to manage customer expectations and settling disputes after service failures
But if we are speaking about decentralization, how exactly is that realized? Kinda what are the decentralized nodes?
Interesting question. Well, SLA are deployed as Smart Contracts on the Ethereum blockchain. It makes them decentralized by nature, and able to borrow the properties of the blockchain, such as the immutability of records. Service providers use SLA to make claims about their reliability, in order to acquire and retain customers
Is it cheaper to retain the existing customers than attract new one?
Of course! There was a special research comparing these 2 ways and attracting a new customer is 10 times (or even more) more expensive, as far as I remember, than retain the existing one