Regarding “synchronous”, half the world seems to say that when they mean “symmetric”.
From: [email protected] Sent: Friday, August 28, 2015 5:24 PM To: [email protected] Subject: Re: [AFMUG] Ridiculous SLA request 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 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.
