<OT> support pricing

[Net Llama!]

On 02/22/04 19:53, burns wrote:

> On Sun, 2004-02-22 at 12:42, Net Llama! wrote:
> 
>>I've recently been tasked with coming up with realistic pricing for
>>technical support.  Currently all that we offer is support M-F 9-5
>>support.  I need to set pricing for 12x5 and 24x7 unlimited
>>incident offerings.  Does anyone have any experience or suggestions?
> 
> 
> Hi Lonnie,
> I don't have experience on home/retail service support pricing, but you
> will also need to consider response times and what all is included (e.g.
> depth -of response and escalation - first, 2nd, 3rd line response) etc.
> All of this is usually spelled out in a service agreement that details
> what is provided and (more importantly) what is NOT provided.
> 
> If this is for a commercial IT offering (e.g. managed support services)
> I can send you a Duke University template.

Its for a commerical offering.  thanks.


-- 
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
L. Friedman                       	       netllama at linux-sxs.org
Linux Step-by-step & TyGeMo: 		    http://netllama.ipfox.com

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