What are your penalties for missing SLAs? For example, on your base monthly fee (retainer) for a client, do you take a percentage off? Is your hourly rate for the job in which you missed the SLA response time cut by a certain percentage?

I put this in tech talk because I want to target the audience that may do consulting work in IT.

9/27/2007 9:38:56 AM

I think its common to take a percentage off the monthly recurring fee based on how far you lapsed past your committed response time in the SLA. for example, you agree to do X in 4 hours of a problem report. take off 10% of the base monthly fee for every 1 hour past 4 hours it takes you to do X. but it really depends on the nature of the service and contract.

9/27/2007 10:36:23 PM

lol, I don't put an SLA clause in

9/27/2007 10:54:06 PM

^ yea that makes it easier

9/27/2007 10:56:47 PM