They probably are sick of their current service performing badly, have
no real faith in us WISPs if the phone company can't do it, and realize
that most SLAs end up meaning very little unfortunately. Some of their
points might be a little extreme and like someone else said don't agree
to something you can't back up. That said it's kind of treat others how
you want to be treated. Maybe some items can be negotiated like the
no/late payment terms and if the service fails x number of times in a
one year period they can cancel vs one 4 hour nightmare.
Joe Falaschi
e-vergent
On 8/28/15 5:55 PM, TJ Trout wrote:
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]
<mailto:[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 <mailto:[email protected]>
*Sent:* Friday, August 28, 2015 4:14 PM
*To:* [email protected] <mailto:[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]
<mailto:[email protected]>>
*To: *[email protected] <mailto:[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.
