MGS Cancellation Policy & Other Support Details
Support Contracts: Cancellation Policy, SLA Changes, & More
Just like everything else about our support, we like to be transparent about how our service really works, not hiding details in fine print that no one reads or bothers with until sh*! hits the fan. Do you know what your current support provider's cancellation policy is? (I bet it's complicated and fee ridden). How easy is it to make changes to your contract? How are projects handled when not under contract?
M Global Cancellation Policy
Don't get stuck in your support contract.
No one likes to feel hung out to dry in their support contracts — that's why we like to keep our cancellation policy hassle-free and easygoing. After the first 90 days of service have been completed, customers can provide written cancellation requests with a 30-day notice.
There are no fees to pay, no hoops to jump through, and no run around. Your refund amount will be prorated based on the remaining contract term.
If you know you will be needing a short term contract (such as 3 months), let us know and we can build a support solution around your needs. We do it for customers all the time!
Contract Changes Including SLA Modifications, Parts, & More
Sometimes, things change in a business — perhaps it's the environment, budget, staff resources, or any other shift that could lead to the need for alterations. Let's walk through how we would handle some common scenarios.
SLA Changes: Upgrade or Downgrade).
Making changes to your SLA is no problem. Unlike other providers, where your change request will be placed in a queue until it can be addressed, with an MGS contract, your request will receive immediate attention. In most cases, we are able to accommodate whatever the circumstance calls for — if you didn't already know, we love saying, "yes."
Whether you are looking to upgrade or downgrade your services, the cost difference will be prorated for the length of time left on the contract.
Let's say you want to upgrade your 9x5xNBD SLA to a 7x24x4 SLA, and you want to add several parts stocked onsite. This is a very common scenario and it's a pretty straightforward swap.
It's even possible in the middle of a service ticket! We do our best to accommodate, and most of the time we can uplift your services immediately. Depending on the situation, resource allocation and parts stocking may take a little longer to get set up, but, generally, troubleshooting can still start right away. The cost uplift is prorated for the length of the contract.
On the flip side, a far less common scenario might involve discovering that you don't need the coverage your 7x4x24 contract provides, and you want to downgrade to a 9x5xNBD. The cost difference will be refunded in the form of a credit to be used towards any MGS services or products, including parts & upgrades, adding devices, extending contract length, etc.
Parts Stocking Inventory Alterations: What & Where
Much like other SLA modifications, making changes to your parts stocking inventory is pretty simple, too. It's one of the reasons we feel so strongly about transparency in our parts stocking strategy. Because you'll know what parts are stocked where, you can make adjustments when you need to.
After we talk through the new parts lists and quantities, we'll get a cost estimate to you before rolling out the changes.
Contract Coverage Extensions & Additions
You might be noticing a theme here. It's a pretty safe bet that most of the time, any changes you need to make to your contract are not a problem and we take care of everything with no muss and no fuss. Extending your coverage term is no different. We simply add time to your existing contract and bill for the cost difference of the time extension.
Most of the time, it makes the most sense to add additional devices to the current contract and keep a single renewal date (also called co-terming). The cost would be prorated for the period until the expiration date. For instance, if you wanted to add devices 3 months into a 12-month contract, your new charges would be for 9 months of support, and everything would renew together. However, we can also create a new separate contract for the devices if you prefer.
T&M Hardware Services: Support Without A Contract
So what happens if you need hardware help but don't have (or don't want) a support contract?
We can still help with that. We offer various a la carte support service packages (also know as T&M services). Most service packages are based around minimum blocks of hours, but we can also provide project-based options. Much like our standard hardware support services, we are flexible and create a custom solution that fits your unique situation. Learn more about our T&M Services.
Let's Talk
We want you to consider us an extension of your team, a trusted resource and advisor. Call us today at 855-304-4600 to find out more.
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