Just to clear up some misconceptions: WE informed Swisscom, not the customer directly. WE agreed to pay 1600 CHF to Swisscom to fix it out of office hours
But still I think, that somebody who fucked up a service, should reinstall it ASAP - even if it's out of office hours. Let's dream for a minute and say, that the last mile was open to anyone - I guess, no company selling services on that last mile would break stuff during office hours and let customers pay for the fix outside office hours - no matter what any SLA says. But in the world we live in, it's possible. Let's take that thought a little further. If Swisscom doesn't make its figures by the end of the month, they could simply fuck up some stuff 1-2 hours before the end of office hours, which they know, people will want to have them fixed right away. And about that comment, that it's the wrong SLA, if the service is important: Any provider knows the price pressure on the leased line market and it's simply impossible to put a GOLD SLA on each customer circuit. But a circuit marked "Carrier Line National" speaks for itself - the word "CARRIER" is in there, not "PRIVATE"... Cheers, Viktor On Dienstag, 3. August 2004 13.42, Stanislav Sinyagin wrote: > --- Steven Glogger <[EMAIL PROTECTED]> wrote: > > > If reading your contract formally, what would be your expectations for > > > the line to be fixed? > > > > that if someone breaks a line has to take care itself to fix it. > > and not to force the customer to pay for the fix... > > no, I meant, what would be the time expectation according to the > standard SLA, if the service stopped functioning on Friday afternoon? > > I'm not a leased line customer, and don't plan to, but that's just > interesting for the theory of operations. Of course, if it's the provider's > fault, it should've been fixed by provider asap. But that's according to > our common human common sence. From formal point of view, the client has > signed a contract, with some provisions in it. That's what my question to > Victor is - what does the contract say in terms of when he'd get his line > fixed? > > Cheers, > Stan > > > _______________________________________________ > swinog mailing list > [EMAIL PROTECTED] > http://lists.init7.net/cgi-bin/mailman/listinfo/swinog _______________________________________________ swinog mailing list [EMAIL PROTECTED] http://lists.init7.net/cgi-bin/mailman/listinfo/swinog
