Most SLA credit is relatively low. An entire days outage is just 1/30th of the bill. Even less if its hour for hour. I've never seen repair time guarantee in any of ours. Response is there, time to resolution is the credit. In this case the credit ticker would start counting at the 4 hour mark, not a bad deal. Definetly have act of god/terror provision.
On Tue, Aug 3, 2021, 11:19 AM Darin Steffl <[email protected]> wrote: > If they want a 4-hour repair SLA, make sure to charge them $2,000 a month > or some crazy high number, then make the credit like 5% of MRC for every 4 > hours the service is down. So let's say a fiber cut takes 8 hours to > repair. That is only a 10% credit for the month or $200. If you fix it > between 4-7 hours, it's a $100 credit or 5%. > > The more stringent the SLA, the higher the monthly service should cost. > > On Tue, Aug 3, 2021 at 10:52 AM Adam Moffett <[email protected]> wrote: > >> 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] <[email protected]> >> >> Myakka Communicationswww.Myakka.com >> >> -- >> AF mailing list >> [email protected] >> http://af.afmug.com/mailman/listinfo/af_af.afmug.com >> > > > -- > Darin Steffl > Minnesota WiFi > www.mnwifi.com > 507-634-WiFi > Like us on Facebook <http://www.facebook.com/minnesotawifi> > -- > AF mailing list > [email protected] > http://af.afmug.com/mailman/listinfo/af_af.afmug.com >
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