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
ot 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: af@af.afmug.com
> Subject: Re: [AFMUG] Customer wants a SLA
>
> Nobody promises 4
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
Most SLA credit is relatively low. An entire days outage is just 1/30th of
the bill. Even less if its hour for hour.
I've never seen repair time guarantee in any of ours. Response is there,
time to resolution is the credit.
In this case the credit ticker would start counting at the 4 hour mark,
If they want a 4-hour repair SLA, make sure to charge them $2,000 a month
or some crazy high number, then make the credit like 5% of MRC for every 4
hours the service is down. So let's say a fiber cut takes 8 hours to
repair. That is only a 10% credit for the month or $200. If you fix it
between
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
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
