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Service Level Agreement ‘guarantee’

I recently I sent a managed services proposal to a potential client and on the agreement was a line that said “less than 6 hour SLA for user response time”. Now that sounds like a long time, considering if you had a problem at 9:30 am and you had to wait till 3:30 just to get a response, it would seem like forever. When I pull some internal reports about our SLA response and resolution times, I noticed for the past 6 months (no reason to pull anything before that) our response time was .45, which is about 23-26 minutes. So why am I putting less than 6 hours SLA response time when It looks so much better to say less than 30 minutes?. The Guarantee.

If I do not say that we will respond in a certain time period, the agreement is useless. It controls the agreement in a company being able to get out of a bad IT companies job because they failed to meet the SLA and secures them that you will respond. This is the core of the agreement for the client. Since it must be in writing, the guarantee has to be with a certain listed time response but if you really want to know how an IT company operates, ask them to pull a report on the response and resolution times. The relationship between the business and the IT Company must be an open-ended trust, so pulling reports should be standard practice and not treated like a formal request. Thomas Halpin Managing Director of Global Computer Systems. At Global Computer Systems, our mission is to empower businesses so they can realize their full potential in today's computerized information world.

BTW @ Global, we let you view your companies’ response times in your own portal.


Any views or opinions presented in this blog post are solely those of the author and do not necessarily represent those of the organization. Employees of Global Computer systems are expressly required not to make defamatory statements and not to infringe or authorize any infringement of copyright or any other legal right by communications. Any such communication is contrary to organizational policy and outside the scope of the employment of the individual concerned. The organization will not accept any liability in respect of such communication, and the employee responsible will be personally liable for any damages or other liability arising.

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