Nobody promises 4 hour to /repair/. Maybe 4 hours to have people
actively on site and working on it, and probably phrased as 4 hour
/response/.
An SLA shouldn't frighten anyone. It's not saying nothing bad will ever
happen, it's just a written commitment to what you'll try to do for them
and then a credit for them if you don't meet your commitment.
My advice is write it to codify whatever your company would have done
for them anyway. If it's likely that your staff will respond within 4
hours then you don't need to be afraid to promise that.
On 8/3/2021 11:24 AM, Mark - Myakka Technologies wrote:
I have a customer that wants a SLA. Believe it or not this is the
first time in 10 years we have been asked for a SLA. Anyone have
something they want to share.
They are asking for a time to repair of 4 hours which seems a bit
excessive to me. That will be fine during business hours, but I'm
thinking that number may need to go up during non-business hours.
If I'm giving them a SLA, I want to make sure their
is wording about how much they will be charged if we have to do a
truck roll to fix one of their issues. Like plugging their router
back in the wall.
On the plus side, they are only 15 minutes from both my house and the
office. So, if the shit hits the fan, we can get someone there quickly.
--
Thanks,
Mark mailto:[email protected]
Myakka Communications
www.Myakka.com
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