What's Up With The "4"?

October 4, 2019

What does the "4" mean in a 7x24x4 SLA?

It’s pretty standard for the 7x24x4 SLA to mean 7 days a week and 24 hours a day, but the “4” isn't often clearly defined. Not a lot of service providers want to talk about the "4" in detail because they like to change its meaning to fit whatever is most convenient for them. At M Global, our “4” means a 4-hour guaranteed response time—though we usually open a ticket within minutes. We can even customize the “4” to better fit your unique needs and budget.

 

Some other examples of the "4" in your SLA could be:

  • 4 Hour On-Site After Diagnosis
  • 4 Hour On-Site After We Open a Ticket
  • 4 Hour Call to Repair

 

But don't forget about your parts stocking strategy...

Even if the "4" is clear in your 24x7x4 SLA, understanding your parts stocking strategy is crucial for determining how quickly your devices will actually be repaired. If your parts aren't stocked on-site or locally, it won’t matter how fast a technician can get to your site—they won’t be able to fix the problem. At M Global, we can fully-customize your parts stocking strategy to fit your specific needs. Want parts stocked on-site beyond just the basics? We can stock every single one of your device parts down to the cable.  Are one drive and one power supply enough? We give you the option to change the quantity every part stocked so you always have the amount you need.

 

When building out an SLA contract, make sure you know exactly what you're getting upfront. Whether it's the "4" in your 24x7x4 SLA or what's included in your parts stocking strategy, undiscussed details can come back to bite you. This can result in frustration, stress, and longer downtimes. Make sure you have a clear expectation and understanding of your SLA before agreeing to a contract. When you work with M Global, we develop a strategy that customizes all facets of your SLA. We want you to know exactly what you're getting in your contract—no surprises, no gray areas, no guessing.

 

Contact us today if you have any more questions or would like to start an SLA conversation.


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