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Limiting Support Offering if Architecture not to a certain standard?
Unusual one this one, but wondered if any of you had experienced/used an approach where if a customer does not have a solid architectural set up you restrict the level of support service they have?
So for example, they have not provisioned High Availability due to a cost decision; so you state unless you have HA provision, you do not have access to aggressive SLAs or 24:7 support.
i.e. sending a message if you choose to live with risk, you don't get to abuse the 24:7 service the other customers enjoy.
Thanks in advance, Julie