Re: [Wg-test-framework] Credativ COLO Maintenance and Web Real Estate contract for review (feedback needed before Oct 19th)

[Lars Kurth <lars.kurth@xxxxxxxxxx>]

Hi Marcos,

>Questions I have.
>
>1. My understanding is that we're having a standard support, not premium
>(24x7) support. In that case, taken all the time that is going to put on
>phase 1 and 2, and taking in consideration that on call issues (outside
>of the German call window) will be billed in the full hour unit, and
>they will be completely in charge of maintenance. Do you feel
>comfortable with the amount of hours left for support, specially with a
>second Rack in the forecast? I know we can buy additional hours, but it
>may affect the budget.

It is quite possible that we will need some extra hours. However, we
should budget (and I think we have) for any extra cost for the Rack/HW
installation. In fact, we did do this for the first batch, which was in
the order of a week of effort (or around 10-15% on too of the HW cost). So
I am not too worried about this.

>2. Also, in cases like someone from the group has to put hands on, how
>are they going to be billing for joint effort? For example, when Ian had
>to work on the systems to customize and fix some of the issues with
>George, or like in the Dell case.

Good question: my expectation would be that they charge for the time they
use on a ticket, but nor for the time we spend. That is pretty standard in
such circumstances. According to Credativ, all their staff has to account
for time spent in 15 minute batches and credit it to our account.

>3. One thing that worries me is about local support, when they have to
>have physical access to the HW. If the support person is not local, we
>may have additional costs, that will include transportation and hotel
>stay, as I understood. Do you know if they have someone local?

They do have a local US and EU presence. The contract is with the GmbH
which is the umbrella organisation which covers all the different
countries. If desired, we can set up the contract with the US branch. As
far as I recall their US staff is close to the data centre (I will double
check, but I believe that Ian and Konrad already did) and the higher rate
is to cover for travel costs. Just to make this clear, we added a clause
under section 4.2 "if both parties agree to send a specialist from a
different credativ office to the Marlborough datacenter, or if the
datacenter is moved elsewhere."

>4. How about the cost of Online Backup that they mention. Is that
>included in the plan? I don't know if I missed that, but I didn't see
>any cost related to backup solution in the document.

No it isn't. I don't think it is a significant cost though, but I can
check.

Regards
Lars

>

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