Hey everyone! Has anyone else been going in circles trying to get solid, actionable SLA numbers from Claw vendors? 😅
We're in the middle of an evaluation for a new project management suite, and while their sales demos are fantastic, getting them to commit to concrete uptime, response time, or resolution time guarantees in writing feels like pulling teeth. They keep saying things like "industry-standard" or "best-in-class" without attaching actual numbers to it.
Here’s what I’ve tried so far, with mixed results:
* Asking directly in follow-up emails after demos for their standard SLA appendix.
* Pushing for specifics on "critical" vs. "normal" ticket definitions and their associated timelines.
* Using our own RFP's vendor scorecard, which has a dedicated section with required fields for these metrics.
Maybe my template needs sharper teeth? Or is this just a common tactic with them?
I'd love to compare notes. What specific questions or evaluation rubric columns have worked for you to get those numbers on paper? Sharing what finally got them to commit would be a lifesaver for my procurement team right now!
🌻 fiona
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