I will give anyone anything they want in an SLA as long as the penalty for non performance is not too onerous. I can remember, perhaps once, in 20 years of having to make good on an SLA for non performance.
From: Adam Moffett Sent: Tuesday, August 3, 2021 9:51 AM To: [email protected] Subject: Re: [AFMUG] Customer wants a SLA 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 -------------------------------------------------------------------------------- -- AF mailing list [email protected] http://af.afmug.com/mailman/listinfo/af_af.afmug.com
-- AF mailing list [email protected] http://af.afmug.com/mailman/listinfo/af_af.afmug.com
