That's a good revenue generating model for SLA's - work with the samples you have online.. change them to suite your model. I'd recommend you work more with hours than days or have the gold level running on days and the bronze working with hours. Pay more - get unlimited support, Pay less - get limited support. On 2/11/11, Athar Ahmad Bhatti <atharab@gmail.com> wrote:
Thanks Patrick for some very valuable input; any ideas on SLA's. I am looking at providing a bronze, silver and gold level SLA based on a cap of a number of support days per quarter. Is there a sample readily available on such. Athar
On Thu, Feb 10, 2011 at 5:53 PM, Patrick Kariuki <patrick.kariuki@gmail.com>wrote:
You need to prepare a schedule - requirements analysis, training, demo and live installations - charge on time spent (project management skills)
The rest is based on a service level agreement - raising tickets for issues and resolving issues - time taken, charge on time spent.
Training and installation schedule and SLA - are charged separately, before you engage any resources on the project ensure that your client pays the full amount for the training and installation.
On Thu, Feb 10, 2011 at 5:29 PM, Athar Ahmad Bhatti <atharab@gmail.com>wrote:
Dear Friends
Please could you advise on how you prepare/charge for support contracts especially on ERP. What levels of support and services delivered. I hope this discussion will help a lot of us that are in a dilemma on what to charge and what levels are applicable in the industry.
Thanks in advance
Athar
_______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------ Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
_______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------ Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke