Hi All

We are using a IT support firm to support our computers. We have a
clear 4 hour fix service level agreement (SLA).


I've just joined the firm and noticed that they take on average over
16 hours to fix equipment. And its rare that they fix within 4 hours.
I've made various comments to them which just get ignored or "whats
the problem?" from people that are not too bright even though I spell
the problem out quite clearly & in simple words I feel.


I do know that if we went for a 8 hour fix we would get a 20%
discount
- so assume it would be 40% for a 16 hour fix. Time is obviously
central to the contract.


The contract does not state what credits would be given for none
performance. They just want the money in advance - and then don't
provide the service.


Do other have experience in this area? Is it reasonable to expect a 4
hour fix (on average)?


(also small point - but doesn't a vat invoice over £100 have to have
a
'tax point' - it just has a date - and they 'backdate' the invoice to
try to get the 'due date' before the state of the service - even
though the contract is badly worded by them and doesn't say they can
do this).