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
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
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
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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
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
_______________________________________________ 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
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google.com/search?q=sample+IT+service+level+agreements+filetype%3Ddoc 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
_______________________________________________ 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
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Thanks Patrick you are a gem. On Fri, Feb 11, 2011 at 11:30 AM, Patrick Kariuki <patrick.kariuki@gmail.com
wrote:
google.com/search?q=sample+IT+service+level+agreements+filetype%3Ddoc
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
_______________________________________________ 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
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I usually consider the following as the basis / components for each and every SLA. - A description of the service/s to be provided (Take time to brainstorm on this and make it as detailed as possible as it defines the real worth of your service and is the basis for costing). - Description of the Frequency of the services. This will also form the basis for costing. If it is on call basis the costing model should be per hour and not days, but you should also incorporate some routine maintenance activities which will enable you to generate some revenue even when the system becomes stable and the client does not need to call you. - Levels of service -- for your case the levels are bronze, silver and gold level. These levels could be defined / segregated using your list on bullet 1. - A detailed procedure for handling problems within the SLA. Escalation procedures. - A way of monitoring and reporting the service level to the client. - The consequences for the service provider for not meeting the agreed level of Service agreed upon(penalties) -A description of circumstances where the SLA does not apply. You need to be exhaustive on this so as not to leave the client guessing and expecting too much from you. -Consider other aspects like dispute resolution, Effective periods and renewal, effects of inflation on fees upon renewal in consecutive years etc. James On 2/10/2011 5:29 PM, Athar Ahmad Bhatti 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
participants (3)
-
Athar Ahmad Bhatti -
James Kagwe -
Patrick Kariuki