SLA contract for paid PABX - how can CPI be justified to provider?

[[OUPA]MrNutz]

Hi Guys.

Looking for constructive opinions.

So we have a dated but paid PABX that caters for +- 500 extensions.
It works fine! It has SIP , Analogue and Digital handset cards , the works!
Old but working fine. Support until ~2020-22 . NEC unit.

For the sake of giving detail to the topic lets use fictitious amounts.
Current pricing ~ 6500 p/m. It covers card replacement , +- 10-15 callouts .

Now the poor account managers resigned so much , that they neglected for ~2years to renew the SLA , thus we just paid
the monthly retainer fixed. Equipment lonnnng time ago paid off , just a maintenance SLA.

Now the new account manager wants propose/charge SLA of paid equipment - 16000 for 1 year SLA.
If 2 year option , year1 = R15000 p/m , year2 = R16100
if 3 year option , year1 = R13000 , year2 = 14700 , year3 = 15500

My question to you guys : How can this SLA be optimized. I don't foresee parts change every month , and for that matter maybe once a year ONLY and also callouts max at 1 per month. This doesn't make sense.

 

[koeksGHT]

Sounds like you need a new company.

 

[envo]

Is your current SLA 15 call-outs in total for the year, or per month?

How much does a card replacement cost?

What is the SLA in terms of downtime, when they send someone out, and how long it will take them to fix?

 

[[OUPA]MrNutz]

Current SLA caters for +- 10 callouts per month. Also in the event of hardware failing under SLA , no cost to client . H/W cost ~ R25k per card. But given 10year history , only 1 card change. SLA response time is +- 8 hours and repair turn around 8-24 hours pending h/w available. So it's not really a GOLDEN type of product SLA.