Platte Valley Operating walked into its quarterly review with Front Range Compression expecting an easy meeting. Their 18 rented units had run 99.52% for the month, comfortably above the 98.5% guarantee. No credit was owed.
Then they put the month's 7 callouts into a scorecard.
What the guarantee does not measure
A runtime guarantee only asks whether the hours added up. It does not ask how long you waited for a tech at 11 at night, or whether the same unit went down twice.
Show the mathHide the mathHow each figure above is worked out, step by step.
Callouts answered on time57%
- Answered on time4 of 7 callouts reached within 3 h57%
Average response4 h 06 m
- Response time, all calloutseach callout, from going down to the tech on site, added up28.7 h
- Average response28.7 h ÷ 7 callouts4 h 06 m
Longest outage18 h 25 m
- Longest outageunit D-17, down Sep 14, 3:05 am, back online Sep 14, 9:30 pm18 h 25 m
All three late answers came at night. D-11 went down at 10:15 p.m. and the tech arrived at 6:30 the next morning. D-08 went down just before midnight and waited until 7:15. D-17 stopped at 3:05 a.m. and became the month's longest outage. Daytime callouts were answered in under two hours every time.
Why it graded a D
The scorecard grades on two things: runtime against the guarantee and the share of callouts answered within the response target. Runtime passed easily. Response did not, and that pulled the grade down.
What changed after the meeting
- Front Range agreed to an on-call tech for the north end of the field after 8 p.m.
- D-11, down twice in two weeks, was swapped for a rebuilt unit
- The response target went into the next contract renewal in writing
- Vendor
- Front Range Compression
- Units
- 18
- Guarantee
- 98.5%
- Response target
- 3 h
- Days in the month
- 31 days
- Callouts
- 7 rows