Thanks Patrick for some very valuable input; any ideas on SLA&#39;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<div>
<br><div class="gmail_quote">On Thu, Feb 10, 2011 at 5:53 PM, Patrick Kariuki <span dir="ltr">&lt;<a href="mailto:patrick.kariuki@gmail.com">patrick.kariuki@gmail.com</a>&gt;</span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">
You need to prepare a schedule - requirements analysis, training, demo and live installations - charge on time spent (project management skills)<br><br>The rest is based on a service level agreement - raising tickets for issues and resolving issues - time taken, charge on time spent.<br>

<br>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.   <br><br><div class="gmail_quote">
<div><div></div><div class="h5">
On Thu, Feb 10, 2011 at 5:29 PM, Athar Ahmad Bhatti <span dir="ltr">&lt;<a href="mailto:atharab@gmail.com" target="_blank">atharab@gmail.com</a>&gt;</span> wrote:<br></div></div><blockquote class="gmail_quote" style="border-left:1px solid rgb(204, 204, 204);margin:0pt 0pt 0pt 0.8ex;padding-left:1ex">
<div><div></div><div class="h5">
Dear Friends<div><br></div><div>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.</div>


<div><br></div><div>Thanks in advance</div><div><br></div><font color="#888888"><div>Athar</div>
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