Hi,

Could someone check with these wordings for me.

1.
requirements:
. A trip per month for consecutive 3 working days
. The travelling ticket/accomodation/meal allowance/transport cost should be charge in together with the service maintenance pricing.


The Customer shall pay sum amount equivalent to USDxxxxx.xx to the Provider as the Provider will be working at the Customer site for a 3 consecutive Business Days at the Customer Principal and subjected to the Providers Business Hours, exception to the Providers Business Hours, an extra value will be charged. (after working hours or public holidays or after business hour )

.. correct ?


2. Do any of you have experience with the support incident = 1 hr support kind of service maintenance contract ? How do you justify that very 1 hour ? Please help.

As pursuant to clause x.x, the deduction is at such that each resolved case is counted by number of rounded up hours spent and that denotes to 1(One) hour taken is equivalent to deducting 1(One) Support Unit.


... correct ?

in addition to that.. seems like the customer is not happy with the 1 hour thingy. Could someone share how to create a formula out of this, and how to translate that to wordings ?


e.g - if application development ( enhancement requires 20 mandays which requires 20 support units ) or 20 enhancement man-hours.


1 support units = no. of enhancement mandays * complexity * no. users ? Correct ?


how to justify complexity ?
how to justify no. users ?
or any better ideas ?


please help

Are you delirious?

You've dumped words on the screen and asked the rest of the world to put them in a meaningful context. You are daft! :)

Paragraph 1, seems to be defining the routine costs associated with making a 3 day visit to a specific location. Not discussed is whether the trip is for break fix or scheduled maintenance.

Paragraph 2 : Again very poorly defined. Are you contracting with someone to provide you with telephone support? If you, get this re-written to define what you expect them to support, how you expected it handled and what will your cost's be. Do not accept things like "1 Service Credit" What happens when a service credit's definition changes.

You really need to break this down to highlights, then add the flesh of what you mean by them finally what you are willing to pay for these services.

Lastly you absolutely have to have acceptable limitations on the vendor. Supposed he says, every time it breaks I'll send someone to fix it.

Now for the next 365 days, you have this technician in your house because he can't fix the problem

Give them 3 shots a fixing the problem, then mandate they call in a higher qualified technician at their expense to resolve the problem.

NEVER ACCEPT A BOILERPLATE CONTRACT UNLESS IT FITS EXACTLY WHAT YOU WANT.