Originally posted by eddy2099 Best to check with them directly as to what they mean. It could just say that they will not compensate you for any downtime due to hardware fault but they will still replace it on their end for free.
Most of the SLA I dealt with, tells me primarily how much uptime is guaranteed or guaranteed replacement time frame and not whether they do it or not.
Correct. We always fix the hardware (free of charge), but without a SLA it is Best Effort. If you take a SLA, we guarentee certain response and replacement times.
If we have to fix the OS, and you don't have a SLA covering that, we will charge support cost.