[11952] in Public-Access_Computer_Systems_Forum
Re: Contract Language/Support
daemon@ATHENA.MIT.EDU (Scott P. Muir)
Mon Jan 26 20:01:33 1998
Date: Mon, 26 Jan 1998 13:45:47 -0600
From: "Scott P. Muir" <muirs@bc.edu>
In-Reply-To: <c=US%a=_%p=TSL%l=GRACE-980121215139Z-1444@grace.tsl.state.tx.us>
To: PACS-L@LISTSERV.UH.EDU
Reply-To: muirs@bc.edu
----------------------------Original message----------------------------
At one time I worked at a Library that was a VTLS customer.
Our maintenance contract stated something to the effect
that we would receive return phone calls from customer
support on all reported problems within four hours.
I know that other companies (not necessarily library
vendors) offer simialr options. Some of the options are
associated with cost increases, e.g. if you want 24 hr
service you pay one amount, if you want 12 hr service you
pay a higher amount, for four hour service and even higher
amount.
Another factor that will likely come into play here is the
nature of the problem reported. If your system is
completely down, hopefully the company would provide you
with a higher, faster level of service. A less urgent
problem would receive a lower level of priority and might
take longer for a return phone call.
----------------------
Scott P. Muir
muirs@bc.edu
Boston College
(617)552-3155 voice
(617 552-8828 fax
mailto: muirs@bc.edu
