I wish more of the world would do business Chuck's way. The world might be a better place.
I was reading the netonix forum the other day and read about a guy who had a bad fan on his switch, and the customer just wanted a new fan so he didn't have to remove the switch from service, the companies reply? We'll sell you one. ($2-5 fan on a $500+ product that just came out a few months prior so it couldn't have been out of warranty!).. Made me appreciate Chuck just a little bit more On Fri, Aug 28, 2015 at 3:24 PM, <[email protected]> wrote: > I never turned one of these down. It is the drug dealer model. Once they > are hooked, they are hooked. They need you so bad they will behave when > the times comes, if it comes. Treat them right, be courteous when they do > have problems, apologize profusely and keep them informed as to the nature > of the problem and they are generally pretty reasonable. I never had an > onerous SLA ever actually call upon the terms, they just wanted things > fixed. Of course I always prorated the outage plus a bit extra. > > > > *From:* Mike Hammett <[email protected]> > *Sent:* Friday, August 28, 2015 4:14 PM > *To:* [email protected] > *Subject:* Re: [AFMUG] Ridiculous SLA request > > Oh, I missed the non-payment stuff. Yeah, efff off. > > > > ----- > Mike Hammett > Intelligent Computing Solutions > http://www.ics-il.com > > ------------------------------ > *From: *"That One Guy /sarcasm" <[email protected]> > *To: *[email protected] > *Sent: *Friday, August 28, 2015 3:05:52 PM > *Subject: *[AFMUG] Ridiculous SLA request > > (hypotheticals in case on top of the following in case we had to sign an > NDA before giving them service) > > > so if we were looking at doing a connection in an area to a customer who > currently is suffering DSL woes. And say we put up an AP for them so we > could confirm the ability to connect them, its on the far end of our > network, traversing some small backhauls because of the few customers, and > say we would have to upgrade a minimum of two backhauls to deliver a WISP > reliable service/ > > And if we quoted them something like 350 a month for the connection, just > recouping the buildout on this would take some time as it wasnt really an > area of the network we forecast any growth on. > > Remember we are a sub 1k subscriber network, with in the scheme of ISP > offerings cover a small footprint. > > So they were to come back with a change to the contract (note this was not > an SLA, its a DIA, which to us is the same as an SLA to some degree, > without the strict requirements or guarantees) > > First, maintaining the 350 dollar a month cost > Change the Terms to SLA > Syncronous connectivity (whatever this means in their heads), apparently > we might need to run fiber to every end point on the planet to ensure this) > 99.5% uptime and full capacity bandwidth guarantee > 24/7/365 tech support > one hour maximumum call back time > 4 hour on site guarantee 24/7/365 > 4 hour resolution guarantee or they can terminate the contract on the spot > remove invoice payment terms, no disconnection for non payment > If our access site goes down we are required to seek a replacement > site(not sure what the expectation here is) > -- > If you only see yourself as part of the team but you don't see your team > as part of yourself you have already failed as part of the team. > >
