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тАО05-29-2007 10:08 PM
тАО05-29-2007 10:08 PM
I Remember seeing something about Carepacks not actually being Guarantees but "best efforts" and that if an engineer failed to meet the alocated response time, no compensation would be given?
I've looked and looked on the site and i cant find any mention of this.
Can anyone shed any light on this for me?
Best Regards
Solved! Go to Solution.
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тАО05-29-2007 10:21 PM
тАО05-29-2007 10:21 PM
Re: Carepack Terms
The engineer has 4hours to arrive onsite but this can be delayed due to traffic or parts late ect.
4hours to Fix is different on the other hand.
Best Effort is when a customer is using a legacy system or a system that is out of warranty or a os version that is not fully supported they will try and help.
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тАО05-29-2007 10:26 PM
тАО05-29-2007 10:26 PM
Re: Carepack Terms
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тАО05-30-2007 07:56 PM
тАО05-30-2007 07:56 PM
SolutionI've run into situations where the part was not available and had to be shipped overnight. You don't want to know the response time on some desktop / laptop fixes I've dealt with.
Sometimes it's just luck of the draw to be honest! If your company has the budget I'd highly recommend considering keeping parts on-site for mission critical equipment.
I've seen organisations scream at vendors when they don't meet their SLAs but that's not dealing with the reality, ultimately the IT people are going to have their heads on the chopping block after the company's mission-critical legacy server with (unsupported since 1999) application fails.
Just my 2 cents... :)
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тАО05-30-2007 08:18 PM
тАО05-30-2007 08:18 PM
Re: Carepack Terms
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тАО05-31-2007 01:55 AM
тАО05-31-2007 01:55 AM