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Negotiating an SLA

Unanswered Question
Jan 24th, 2008
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We have a client who is in the process of negotiating a Service Level

Agreement with a carrier/VoIP service provider. The SLA needs to addess

avaialbility of the LAN/WAN, avaialbility of a the customer owned (Cisco

based) VoIP infrastucture, and time to repair any faults identified.

If you have specific experience

with similar SLA negotiations or knowledge of deployments where customer

problems may have been avoided through better SLA definitions, please elaborate.

Specifically I am interested in the following SLA features:

1. What reporting mechanisms have been used to verify WAN performance

(verification of bandwidth, verification of delay/jitter, verification


avilability)? Have these been customer driven or service provider


2. What data entry mechanisms have been used to input customer change

requests (web portal, on-site engineer, phone call, etc.)?

3. What change request response times have been supported (how long to

implement routine requests, priority requests, etc.)?

4. What level of service is required to initiate a truck-roll for


fault repair or system updates (because customer says it's broken, or


it be discovered and verified by the service provider)?

5. How are intermittent outages handled (circuit/system is flapping or


6. How are quality of service issues resolved (circuit/system works but


performing below expectation)?

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