IT AMC Abu Dhabi A Contract That Tells the Truth About Distance

Plenty of providers will. It reads well on a proposal, and the miss only becomes apparent the first time something breaks badly enough to need someone in the room - at which point you discover the response time you bought was a marketing number rather than a commitment.

We would rather write down what we can actually hold. Remote response stays fast because distance is irrelevant to it. On-site response gets a number that reflects a real drive from a real base, and the contract is priced against that rather than against an aspiration.