Thelen
29-07-2010, 04:22
Originally Posted by marks
And, both of those offer large discounts for bulk servers, ie 200GBP for 10 servers with SLA.
So basically, if you dispute the diagnosis and refuse to pay, you risk losing ANY type of support from OVH (even if it were related to the server and SLA)? I can understand non-payment in general, but I think that before you take these actions you should have a clearly defined dispute resolution in place.
Once the work is done, you have 30 days to pay the diagnostic invoice or estimate. If you do not agree
with the diagnostic or with the work done and / or the proposed fix or diagnostic or estimate, in this case, you pay
nothing and too bad for OVH. But the contract changes: OVH does not provide support anymore for this customer in the future. No commercial. Nor technical. Or incident. The customer has the right to use and renew services but they won't be able to use support or claim the SLA.
Will this also be looking at security aswell?
Usually when i need support regarding fixing broken software, it tends to be in the worst cases ( hardware fault )....
will you provide managed support service also to devices? ( cisco ASA )
The big question about these "managed tickets " is when do you say NO, in what cases?
but most competitors offer a managed server for that price - not a one off fee.
Also, how does that work in terms of SLA?
The incident support now has two missions:
- If you have a problem with your service and you do not know where to look or what to look for, you create an incident ticket to request a diagnosis on your problem. This diagnosis will be charged €20euro ex VAT. If during the diagnostic OVH has solved the problem, you only pay €20euro ex VAT. If the problem is not fixed, OVH provides you with a diagnostic quote to solve the problem. If you like it, you can accept it and OVH does the job. OVH may also only provide estimates and in this case you do not pay for the diagnostic. If we figure out that we do not have the internal competances to do the job, you of course will not be charged for the diagnostic.
- If you have a problem with the service and you think that is the fault of OVH, you can create an incident in the same way as that of the charged diagnostic. OVH performs the diagnostic and if the problem is really on ths side of Ovh, all is covered by the service guarantee. However, if it is not the fault of OVH, we revert to the diagnostic principle and charge the €20euro ex VAT.