Relationship measurement and improvement
An application service provider put in a bid for a SIAM-based contract that required 24/7 support for business-critical applications. As a part of the contract, it would be liable for a percentage of service credits (penalty) if its service line missed an end-to-end service target. This was even the case if the fault was found to be related to infrastructure, which was supported by the service provider that supported the wide area network (WAN).
The application provider had previously been working within non-SIAM contracts and queried during the bidding process why it should be penalized if the root cause was not related to the services for which it was contracted. The response provided, as part of clarification, ...
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