comprehensive
suitable for a small business
high monthly fee
long service contract
Fast response time
personal service
SERVICE LEVEL AGREEMENTS
7 Look at the home page for InterAsia Car and make notes on:
who fnierAsia Car's customers probably are.
how InterAsia Car probably attracts mosL of its customers.
three ways in which a Managed Service Provider might he able to help InterAsia Car.
When you have finished, discuss your notes with a partner or 1л small groups.
Inter
Ash Car is a family owned j nd r«fWdWyprK*d<4rai>dr-roiorfeikc
rental company in Thailand. With cur good range of w«ll mainuVicd
in<f insured cars snd jCO|>r.. you an enjoy your slay and
erpkiro Thailand ibe easy way.
InterAsia Car
Wc Kjvc oftce»a\alltie major airportiin Bangkok, Fhiiket, taniui. Рзшуа and offer я drop off niMf pick uf> w/icc anywhere in Thailand
IntcrAsU Carhai&ocnin op*rJCK-n SllXS 2006 ai*J Is Oiv; of Thailancfs fastest £ro\*ir£ ar rental
Why <hc»<>se Itlte/Atia Car?
All Cslr rental car», jeepi. motorcycles are maintained to the higher standards
HoiKiL feUlble. friendly car rental business.
No fclddcn CXWa СОЯ1 - v^ial you see i» what you pay (U*. insurance a!l included in ront»f /ale*)
2Я02 IrtferAau «jr. kJl «;П|Е1ИШ<|<.
8 The management team at InterAsia Car are having a meeting to decide what they might need from ThaiManagement. Chen the MD is talking with Anurak, his IT director and Betty, the Customer Service Manager.
Read the comments they made about the table of services on page 53. Try to match the comments below with the rows a-l in the table.
ll's important that we have it 24/7 like the Gold Service, but we don't need a
dedicated team... ___
Do we really need that-surely we're in the best position to know what
needs replacing?
I t's vital Lhat we have cover seven days a week.
As long: as there's someone who's familiar with our infrastructure, then I think a
shared one would be fine.
If we have user or customer service problems because of our technology then we
needtn be able Lo see what's goinrjon there and then.
Our applications are pretty simple; I don't think we need it for them.
... we can manage that, no problem, but the Gold is more than double...
... we're very busy Saturdays a nd Su nrJays with people hiring cars at the weekend.
We need at least the Silver Servicc..,
But boss, Lhat means we'd lose control of our IT.
41/010
© 9 Listen to the meeting to check your answers.
NEGOTIATING AH Si A
© 10 Chen, the MD of InterAsia Car, is trying to negotiate a deal with Maliwan, the Sales Director
CtO
from ThaiManagement. Listen to the dialogue- Circle the elements of the Silver Service and Gotd Service rn the table below that Chen and Maliwan agree on. See the example.
1 |
SILVER Service 8 Hour Response |
GOLD Managed Service 1. 4 Hour N Response.. ■ |
|
0 |
0600-1800 7 days |
1 |
24/7 Dedicated Team |
ь |
Shared Team |
|
|
Networks Applications
Real Time Online
Dedicated
Cheque on Day 1
BRONZE Service
Maintenance
Cover (Break/Fix)
Helpdesk
Availability
Next
Working Day
0900-1700
Mon-Fii
Fault
Monitoring
Performance
Monitoring
Reporting
Service Manager Asset Buyback Technblcgy Refresh
Network
Only
Monthly
Shared