This is what we have done in the past and some can be pretty ridiculous.
We make our contracts where u cannot bail unless we cannot do anything
to resolve the issue.
We also do pro ration on any outages that occur.
To this day we still have some of our original customers from 12yrs ago.
On 8/28/2015 5:24 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 <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]>
*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.
--
