[BNM] Site support

[AndrewGill73@gmail.com]

Julian,

I have several SLA's providing 24 x 7 hour support. Obvious concerns for me
are that we're woken at night, or disturbed on holiday, when drunk,
Christmas day, etc, etc!

The SLA's we use normally separate the response time and the resolution
time.

So for example, if i receive a call during the night, i quickly RESPOND by
email (simply use my blackberry to send the client a ticket number) but
actually fix the problem at a more civilised time the next morning.

This seems to keep the client happy. The response time and resolution times
are also proportionate to the criticality of the incident.

It's normal to charge 1.5 times outside business hours, 2 times on Sundays
and 3 times on UK bank holidays.

I write SLA's all the time so email me directly if you'd like any more
pointers.

Cheers,
Andy

On Jan 29, 2008 4:11 PM, Julian Blundell <old at w34u.com> wrote:

> Hi
>
> I have been asked to quote for supporting a big site I have written.
>
> 1. They have suggested a two to three day per month payment, with me being
> available to do up to nine days per quarter.
>
> 2. They are a also asking for a guaranteed 24 hour response for critical
> failures for this.
>
> The first seems ok and doable but the second sounds like something that
> needs a separate quote and I am not sure what to suggest.
>
> Any ideas anybody?
>
> Jules
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