On Dienstag, 3. August 2004 15.00, Stanislav Sinyagin wrote: > You haven't still answered my question: according to the contract terms, > what's Swisscom's commitment to fix the service that is broken on Friday > afternoon?
The standard SLA says, that Swisscom only fixes problems during workhours. So that means, that Friday 17:00 they drop their screwdriver and re-start working on the problem Monday 08:00. That's what's on paper. Real life experience is again somewhat different: If you tell them on Friday afternoon at 14:30, that you have a problem, they don't even start working on it, because they assume, that they won't have fixed it until 17:00 anyway - so they start working on it a Monday 11:00 (they have to drink their coffee first). Cheers, Viktor _______________________________________________ swinog mailing list [EMAIL PROTECTED] http://lists.init7.net/cgi-bin/mailman/listinfo/swinog
