Quote Originally Posted by jodski View Post
Depends sa objectives ng company bro.

We cannot afford downtime just because of equipment failure na hindi mapalitan agad aside from the redundancy in place

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Good service costs money. That's why we have SLA's. This basically binds the vendor to respond to a support request within an agreed time frame. If you don't have an SLA or a support contract, that means that you only have the standard support warranty and the vendor is under no obligation to respond to your support needs immediately. This is also known as best effort.

If you deem your infrastructure as a critical business enabler, you MUST get into a support contract. Due diligence comes in when you do actual site or office inspection of the vendor to take note of their operations.... how many technical engineers do they have? Do they have an escalation matrix, etc. So for example, if the vendor is just a four-man crew (Owner, his secretary, a sales agent, and one engineer) operating in an apartment space smaller than your own pantry, I think it's safe to say that their 24x7x4 SLA is BS.