I do give them best effort and perhaps first priority due to the SLA but I
don't sweat the timing. Just fix it as fast as I can and keep the customer
informed of everything. I guess that is one difference, more feedback to
the customer so they know or at least they think you are working hard on
fixing it.
-----Original Message-----
From: John Osmon
Sent: Tuesday, August 3, 2021 1:31 PM
To: Chuck McCown via AF
Subject: Re: [AFMUG] Customer wants a SLA
In my experiences, SLAs aren't really about the service, so much as a
management/financial tool for the client to feel good about how you will
react.
As Chuck says -- memorialize your promises, and do as you say you will.
When I have been in charge of setting prices for SLAs, my first response is:
- having an SLA doubles the price of the service
- non-conformance to the SLA will result in an immediate credit/discount
of 45% for that month -- no complaints, minimal proof needed
- I will work the issues *exactly* the same way regardless of the
existence of an SLA
I've actually had folks come back and agree to it. Then they could
tell their management structure that they got an SLA on the service.
On Tue, Aug 03, 2021 at 11:09:07AM -0600, Chuck McCown via AF wrote:
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
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