# SR & Response time question

**URL:** <https://forums.suse.com/t/sr-response-time-question/22314>\
**Category:** Talk to a SUSE Technical Services Manager\
**Created:** [March 7, 2012, 8:16pm UTC](https://forums.suse.com/t/sr-response-time-question/22314 "2012-03-07T20:16:01Z")\
**Posts on this page:** 3\
**Page:** 1

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**Author:** ![System1](https://avatars.discourse-cdn.com/v4/letter/s/51bf81/32.png) [@System1](https://forums.suse.com/u/System1)\
**Post date:** [March 7, 2012, 8:16pm UTC](https://forums.suse.com/t/sr-response-time-question/22314/1 "2012-03-07T20:16:01Z")

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Why should customers pay for Priority support maintenance when response  
time does not even meet Standard support maintenance? And if response  
time is not met then what do we as customers get in exchange?

And is the response time only for the first contact with the customer  
after a SR is opened or does it mean that we should get a response  
within the response time through out the SR?

Thx,

Thomas

## – thsundel

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**Author:** ![system](https://us1.discourse-cdn.com/flex022/uploads/suse/original/2X/5/5012ba89e3ffb5220dac47d5ea0ba032e2fe1cb6.png) [@system](https://forums.suse.com/u/system)\
**Post date:** [March 8, 2012, 5:26pm UTC](https://forums.suse.com/t/sr-response-time-question/22314/2 "2012-03-08T17:26:02Z")

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Hi Thomas,

Our current Maintenance SLA targets are just for initial response time.  
So yes, the time it takes us to initially get to your SR. The only  
difference today between Standard and Priority Maintenance support is  
the hours of coverage. Standard is 12x5 and Priority is 24x7.

We don’t include ongoing response targets in our service agreements.  
However, we do have internal targets for our Support teams to follow to  
help us along in the process. We expect our Support Engineers to  
contact you at least every 2 days if the SR is awaiting us every 5 days  
if awaiting the customer.

We frequently review our Support Programs and Maintenance model. I’d  
be very interested in any ideas which would improve our Maintenance  
value for you and also what other vendors out there do that you would  
like us to do.

Best Regards,  
Todd

Todd Abney  
Director, Global Support and Customer Value Realization

## – tabney

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**Author:** ![system](https://us1.discourse-cdn.com/flex022/uploads/suse/original/2X/5/5012ba89e3ffb5220dac47d5ea0ba032e2fe1cb6.png) [@system](https://forums.suse.com/u/system)\
**Post date:** [March 9, 2012, 11:06am UTC](https://forums.suse.com/t/sr-response-time-question/22314/3 "2012-03-09T11:06:02Z")

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tabney;2180698 Wrote:[color=blue]

> Hi Thomas,
> 
> Our current Maintenance SLA targets are just for initial response time.  
> So yes, the time it takes us to initially get to your SR. The only  
> difference today between Standard and Priority Maintenance support is  
> the hours of coverage. Standard is 12x5 and Priority is 24x7.
> 
> We don’t include ongoing response targets in our service agreements.  
> However, we do have internal targets for our Support teams to follow to  
> help us along in the process. We expect our Support Engineers to  
> contact you at least every 2 days if the SR is awaiting us every 5 days  
> if awaiting the customer.
> 
> We frequently review our Support Programs and Maintenance model. I’d  
> be very interested in any ideas which would improve our Maintenance  
> value for you and also what other vendors out there do that you would  
> like us to do.
> 
> Best Regards,  
> Todd
> 
> Todd Abney  
> Director, Global Support and Customer Value Realization[/color]

Hi Todd and thanks for your answer,  
if you at least get your support people to respond in the time of the  
SLA then that would be a good start and after that we can talk about  
improvements 😉

Cheers,

Thomas

## – thsundel

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