What's your level? - how to determine the right service level agreement for network-critical support services - Industry Trend or Event

Communications News, March, 1999 by Ron Levine

A primer for purchasing critical network support.

Not a lot of press is given to purchasing network-critical support services these days. Maybe it's because brand name products have become so reliable nobody thinks about them malfunctioning, or maybe it's just sexier to write about new Internet businesses. But chances are, sooner or later, your network will fail or require an upgrade. With today's heterogeneous environments, complex connectivity issues, and advanced voice/data applications, you'll likely need the services of a specialized network support vendor. Before service is needed, it's a good idea to have a service level agreement (SLA) in place.

Critical support services are usually purchased a year at a time and billed in advance--either annually, quarterly, or monthly. What service options you select, how quickly you want a response to a trouble call, how far you are from the vendor, and what equipment/software and applications you run will determine how much you pay. Your choice of an SLA depends on the type of coverage that best fits your situation. Availability of support services offered may vary according to local resources and geography.

MOST POPULAR TYPES OF SLAS

For new network installations, a warranty period with on-site service is usually provided. The manufacturer should provide at least a 90-day warranty on all components and units. Resellers and integrators often provide their own extended warranty, in addition to the manufacturer's. These commonly are issued for periods up to six months from date of purchase.

Advantages:

* Equipment reliability is backed and, if need be, serviced by the manufacturer.

* The reseller offers free service during the extended warranty period.

* The reseller usually is close by.

Disadvantages/cautions:

* The reseller may not be capable of supplying the required service.

* The extended warranty is only as good as the reseller's reputation.

After the warranty period, the most common purchased service options are:

ON-SITE SERVICE

Large networks, or those with 100% uptime requirements, often require onsite service. Few manufacturers provide this type of coverage themselves, but it's available from independent vendors and the service/support departments of large host-system vendors (e.g., IBM, Hewlett-Packard, Compaq, etc.).

On-site service agreements can be tailored to meet each customer's requirements. Extremely large users often have dedicated service/support personnel on site. A typical standard on-site SLA calls for full coverage from 8:00 a.m. to 5:00 p.m. on a five-day-per-week basis. This can be extended to include additional shifts. Seven-day, 24-hour coverage also is available but expensive.

Typically, an on-site plan will be modified to include full coverage on a specified shift only, with the remaining shifts receiving on-call service. Another common option of the on-site plan calls for full first-shift coverage, with preventive maintenance (PM) performed on the second shift.

ON-CALL GUARANTEED RESPONSE TIME SERVICE

With this "not always" on-site type of service/support, an assigned vendor's staff member may maintain a number of accounts in the same area. These contracts provide a guaranteed response time to a trouble call from the user (e.g., two or four hours, same day, or next business day). This type of arrangement works well for sites that have some leeway on uptime requirements but still want an on-site response within a specified time frame.

These on-site and on-call SLAs fill individual company needs by balancing service requirements versus affordable costs. Because each type can be customized and is aimed at specific user needs, no general advantage or disadvantage comparisons to the packages as a whole are listed here.

PER-CALL REPAIR

Your network and all components are serviced on an as-needed basis. Most manufacturers, independent support vendors, resellers, and integrators offer this type of service. Charges for labor are on an hourly basis. Usually a minimum service charge is required; parts charges are additional.

Under the per-call type of service, you haven't entered any contracts, and, therefore, you are not liable for any payments unless service actually is required. However, if a serious problem develops in your network, it'll be more costly to fix than if a service contract covers you.

Advantages:

* Pay as you go.

* You can switch repair firms if you're dissatisfied.

* You can have your device serviced by a firm specializing in that brand or unit.

Disadvantages:

* It can be costly if major repairs are needed.

* Your request for support is given a lower priority than contract customers'.

* There is no guaranteed response time.

PHONE-ASSISTANCE-ONLY SERVICE

Larger companies, with in-house technical ability and internal support staff, are able to cut service costs by opting for this service-assistance program. While performing their own maintenance and support tasks, customers are able to call the service vendor for telephone assistance in troubleshooting and/or repairing malfunctions. This type of service arrangement is much more dominant in the software support area than in hardware support.