Our current Maintenance SLA targets are just for initial response time.
So yes, the time it takes us to initially get to your SR. The only
difference today between Standard and Priority Maintenance support is
the hours of coverage. Standard is 12x5 and Priority is 24x7.
We don’t include ongoing response targets in our service agreements.
However, we do have internal targets for our Support teams to follow to
help us along in the process. We expect our Support Engineers to
contact you at least every 2 days if the SR is awaiting us every 5 days
if awaiting the customer.
We frequently review our Support Programs and Maintenance model. I’d
be very interested in any ideas which would improve our Maintenance
value for you and also what other vendors out there do that you would
like us to do.
Director, Global Support and Customer Value Realization
tabney’s Profile: http://forums.novell.com/member.php?userid=42969
View this thread: http://forums.novell.com/showthread.php?t=453110