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 4-7 hours, it's a $100 credit or 5%.
The more stringent the SLA, the higher the monthly service should cost. On Tue, Aug 3, 2021 at 10:52 AM Adam Moffett <dmmoff...@gmail.com> wrote: > 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 > and then a credit for them if you don't meet your commitment. > My advice is write it to codify whatever your company would have done for > them anyway. If it's likely that your staff will respond within 4 hours > then you don't need to be afraid to promise that. > > > On 8/3/2021 11:24 AM, Mark - Myakka Technologies wrote: > > 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 business hours, but I'm > thinking that number may need to go up during non-business hours. > > If I'm giving them a SLA, I want to make sure their > is wording about how much they will be charged if we have to do a > truck roll to fix one of their issues. Like plugging their router > back in the wall. > > On the plus side, they are only 15 minutes from both my house and the > office. So, if the shit hits the fan, we can get someone there quickly. > > > -- > > Thanks, > Mark mailto:m...@mailmt.com <m...@mailmt.com> > > Myakka Communicationswww.Myakka.com > > -- > AF mailing list > AF@af.afmug.com > http://af.afmug.com/mailman/listinfo/af_af.afmug.com > -- Darin Steffl Minnesota WiFi www.mnwifi.com 507-634-WiFi Like us on Facebook <http://www.facebook.com/minnesotawifi>
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