The seemingly standard SLA 7x24x4 can actually be quite ambiguous. It’s true that 7 days a week and 24 hours a day are fairly normal definitions of 7x24, but the “4” part of this SLA can be interpreted many different ways based on the provider. Make sure you ask the definition of the “4” when getting quotes. At M Global, our standard “4” means a 4 hour guaranteed response though we typically open a ticket within minutes. We can customize the “4” to fit your needs. Based on your preferences and your budget “4” can mean:
- 4 hour guaranteed response (we typically open a ticket within minutes)
- 4 Hour On-Site After We Open a Ticket
- 4 Hour On-Site After Diagnosis
- 4 Hour Call to Repair
Keep in mind that the definition of this “4” is directly tied into the parts stocking strategy. If you don’t have parts stocked on site or locally, it won’t matter how quickly a technician can get out to a device—they won’t be able to fix the problem. We work with our clients to build out a contract factoring in all the little details so that can clearly understand what is included in their service.