How can i get your overall SLA?
May i get your full SLA documentation instead of just 99.9% up. For example, response TAT toward trouble ticket, dedicated support and so on.
For example: http://tinyurl.com/oj2ue4h
I'm also interested in more details about the SLA, if you could follow up with this that would be excellent.
Can you please publish a standard SLA document? One sentence is not an SLA that as a customer who is required to provide auditors assurances that your service levels are explained, what's covered, what's not covered etc. We are willing to sign an NDA to receive this information. This is very important. We would hate to have to move to a competitor who offers this information freely.