Service levels on large accounts can be pretty amazing.
Back when I was a customer (an employee of a very large multinational company with service contracts) the time between putting the return in the box once receiving the new item could be very long without anyone saying much of anything about it.
When an item is requisitioned on a service contract it gets sent. Loss of time/downtime are part of the SLA. Paperwork mostly gets done in batch on the back. The accountants will catch up with it but it could be at year end or quarter end before a gap is noticed and then unwinding the mismatched billing between the customer and the provider could take another month before the gap is attributed. Then the Provider has to decide whether to eat the loss or find someone willing to pursue the lost revenue even if the butthole defrauding them is using his/her real address in the same country or down the street.
Back when I was a customer (an employee of a very large multinational company with service contracts) the time between putting the return in the box once receiving the new item could be very long without anyone saying much of anything about it.
When an item is requisitioned on a service contract it gets sent. Loss of time/downtime are part of the SLA. Paperwork mostly gets done in batch on the back. The accountants will catch up with it but it could be at year end or quarter end before a gap is noticed and then unwinding the mismatched billing between the customer and the provider could take another month before the gap is attributed. Then the Provider has to decide whether to eat the loss or find someone willing to pursue the lost revenue even if the butthole defrauding them is using his/her real address in the same country or down the street.