On 2/11/11, Athar Ahmad Bhatti <
atharab@gmail.com> wrote:
> Thanks Patrick, could you please provide links to some samples. Thanks
>
> On Fri, Feb 11, 2011 at 11:09 AM, Patrick Kariuki <
patrick.kariuki@gmail.com
>> wrote:
>
>> 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
>> >>>
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