uk-netmarketing Archive (2011-2015)

Dan,  Was just drafting similar response…



Some other thoughts for you Ty;



Additionally we distinguish between application support (functional support
for web / admin – the web application)  and hardware support (server and
OS).



We are careful to distinguish problems that relate to (our) web
application,  and something that is a third party problem that they will
want you to troubleshoot (email platform integration,  payment gateway etc)
– typically we are obliged to respond to third party issues in fixed
timeframes and then to detail in writing what needs to be done / who needs
to be contacted,  development & management time is then agreed separately.



We have an escalating severity of issues,  with 4,8 and 16 hour response
times 9am to 6pm mon-fri, depending on classification.  Out of hours
support has a standing charge, and then an additional incident fee.



We also offer a 30 or 60 day warranty period, after beta testing.



Clients do not have to enter into a support contract,  but we would not
guarantee to fix things in fixed timeframes if they are operating outside
support.



We also include monitoring services in hosting support contracts, and run
tools like monit and nagios,  allocating a certain amount of time to
proactively monitoring the application and the hosting environment,
services, connectivity, log file rotation, backup integrity etc.  Hosting
support will also include updates to the hardware and operating  system etc.



We treat user support (‘I’m new and I need help familiarising myself with
the system’ or ‘how do I do this…?’) & training separately again.



In terms of a benchmark for required application support time,  we normally
do that as a percentage of the bespoke development time on top of the
standard implementation.    It is the new development  / esoteric
development work that normally requires more support.    As Dan said we
come back and review quarterly and look at the issue logs / time taken (for
which we currently use Gemini)  adjusting the allocated time
accordingly.



We also have retained development agreements, which I think someone else
alluded to,  where we set aside a small amount of hours for the project
manager to make tweaks and updates without board approval,  that would be
required for a big update.



As Dan said we discount the support and retained development time from our
standard contract rate,   as it is pre-allocated.     We do woll-over
retained development hours,   but not application support.



I find myself explaining a lot the difference between application support
(an insurance policy)   and retained development  (pre-allocated time for
small tweaks and updates to functionality).   It is an important
distinction!



HTH



Angus





--

Angus Phillipson

Byte9 <http://www.thebyte9.com/>



angus at thebyte9.com**

+44 (0) 771 043 8972

+44 (0) 0208 780 6350



*From:* uk-netmarketing-bounces at mm.chinwag.com [mailto:
uk-netmarketing-bounces at mm.chinwag.com] *On Behalf Of *dan barker
*Sent:* 30 April 2012 14:15
*To:* uk-netmarketing
*Subject:* Re: [uk-netmarketing] SLA



I often see this, and it usually works along these lines:

   1. The client signs up for (say) 2 days per month, and guarantees you
   that income in return for you guaranteeing to start working on their
   problems within your X day/hour SLA.
   2. Those 2 days are usually at a rate slightly below your normal.
   3. If the client does not use those 2 days in any given month, they
   usually either (most common) still pay the fee or (less common) the days
   roll over up to a point.
   4. If it takes more than 2 days to fix the client's issue, they pay for
   the extra time in addition to the 2 days.
   5. If it turns out 2 days are way too much/too little, you tweak
   accordingly after a couple of months.

ie. in essence, they are paying to guarantee that you will have
availability, and that you will prioritise any issues they have.



dan



On Fri, Apr 27, 2012 at 4:39 PM, Ty-John Roberts <ty at addicted2tv.com> wrote:

Thanks Mark



We've got a range of projects; the client in particular i want to start
with hasnt got those kind of figures but I see the concept; the more
complicated the site = the more the fee attached to it - I think you're
right



Ty













Ty-John Roberts

Creative Director

www.addicted2tv.com

ddi: 01279 444040

http://www.linkedin.com/in/tyjohnroberts



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On 26 Apr 2012, at 09:50, mark lesbirel wrote:



Hello Ty

I would not agree to an SLA that covers ‘any type of request inside or
outside of project scope’ if I were you...

Also, how much time to allocate for support must be dependent on many
things;

Size of site (pages), technology employed (html, js, mysql), type of site
(brochure, shop, portal), number of visitors etc etc.

Am I right in thinking a site with 50,000 pages, 2000 user logins and
dozens of MYSQL tables etc is likely to require more support than a 20 page
HTML brochure site.

Extremes I know, but how do you answer a 1 price for all type question?

I bow to the more experienced web developers/publishers on the list though,
perhaps I am being a pedant.

Wont be the first time ;)


Mark


On 25/04/2012 09:33, "Ty-John Roberts" <ty at addicted2tv.com> wrote:


HI All

Thanks for all the suggestions about project tracking software.

Have another question for you

Whats the minimum you amount of time you would allocate to a client in an
SLA where they have a number of sites which you support?

I was thinking 1/2 a day per site, so a client with four sites would pay 2
days per month, which would cover any type of request inside or outside of
project scope.

Your thoughts pls?

Thanks

ty







Ty-John Roberts
Creative Director
www.addicted2tv.com <http://www.addicted2tv.com/>
 <http://www.addicted2tv.com/> ddi: 01279 444040
http://www.linkedin.com/in/tyjohnroberts

 <http://www.linkedin.com/in/tyjohnroberts> The information transmitted is
intended only for the person or entity to which it is addressed and may
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represent those of Addicted2tv Limited unless specifically stated.



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