We had such a contract with Dell when I worked in HPC (at a large university). Since our churn was so high (top 500 cluster) we had common spare parts on site (

We had such a contract with Dell when I worked in HPC (at a large university). Since our churn was so high (top 500 cluster) we had common spare parts on site (RAM, drives) but when we needed a new motherboard it was there within 4 hours. Now, these contracts aren't like your average SaaS offering. We had a sales rep and the terms of the support contract were personalized to our needs. I imagine some locations were offered better terms for 4 hour service than others. As I learned long ago, never say no to a customer request. Just provide a quote high enough to make it worthwhile.