Has anyone done any SLA metrics in contracts for Managed Print Services?

9.7k views1 Upvote3 Comments

Sort by:

IT Analysta year ago

Following could be SLA matrix for Printing Services:

1. Uptime per printer

2. Repair Time should not be more than 2 days (Repair time = Date on which printer made operational - Date on which the Incidence lodged)

But also, beware of:

1. Late Payment Charges, Insurance Charges
2. Avoid automatic renewal
3. Pick Up and Movement of printer should be vendor's responsibility
4. Do not commit to minimum printing volume
5. Always invite competitive bids

Director in Manufacturing2 years ago

We had some standard mean time to repair, and delivery of supplies that included paper. Since many of our buildings were large they could have one printer down per floor unless there were more than 8 in which case they could have two down. There was a lot of variation in our buildings. I never felt SLA penalties were the way to go. Getting your money back is hard. Instead reward. If no printer outages reported then a $$$ reward for the month. IMHO

Senior Director of Engineering in Software2 years ago

What type of Managed Print Services are we talking about? Could you give an example?

Content you might like

What’s the best way to push back against a leader or peer who’s overzealous about adding AI where it isn’t needed?

How did you manage the jump from being a manager to an executive? What advice do you have for someone becoming a “leader of leaders”?

Which of the following factors are impeding your transformation initiatives? Select all that apply.

No clear purpose13%

No business outcomes or KPIs identified34%

No sense of urgency50%

No incentive to transform36%

Lack of communication28%

Lack of prioritization29%

Incorrect prioritization17%

Insufficient team empowerment22%

Not enough change agents8%

Other (please specify)1%

View Results

I am issuing an RFP for a 3PL Warehouse provider in China. Does anyone have suggestions for questions that are important to ask specifically for China? I have standard RFP questions for 3PLs but "don't know what I don't know" about China considerations specifically.

As you optimize your payments in 2022, which will be your primary goal?

To drive growth48%

To elevate the customer experience45%

To improve your ROI7%