Web Architecture WEB3750
2011
SLA For Telecommunications
Explanation of agreements
Derek Helms
Telecommunications is one aspect of needing a SLA. First off we need to understand what a SLA is. SLA is a Service Level Agreement. This is a contract between a service provider and a customer. When we say service provider most people think of internet or phone or cable, things of that nature. This is true they are service providers, they are parties outside a company that provide a service to the company or customer.
The services provided may include dedicated leased lines, shared packet-oriented services, Web hosting services, off-site application management (i.e., ASPs), and off-site network management (i.e., MSPs). Also in the contract can be certain main points like The minimum bandwidth that will be provided The amount of burst bandwidth that the customer can use over the minimum and the charge that will be applied to that bandwidth. The amount of time the service provider guarantees the service will be up and running, usually a percentage such as 99.95 percent of the time (which translates to approximately 5 minutes per day off-time). If there is a mailbox that can be used then the percentage of time mailbox stores are mounted. Penalties for not meeting service requirements and equipment setup, on-site service assistance, and help desk support. (Spirovski, 2010)
Also in the agreement the client agrees to accept specified exceptions to the general terms of the agreement. In each SLA, the service level must be precisely defined; otherwise, the parties will not have an agreement on what service or performance criteria the SLA is measuring at what level.
The SLA should include an exit clause for the client; the client will want the option to terminate the agreement should its business operations interrupt too often due to unsatisfactory resolutions for recurring availability, reliability, and security problems as we discussed previously with the amount of time the service provider guarantees the service will be up and running.
As we mentioned that we have to have the outline of what service is provided with SLA. The reason is you won’t get help with your WEB or LAN line from the cable company. This is with the IT department. When you sign a SLA for a certain service you are agreeing to the service that is provided. This is why it is called SLA it is approached on the level that can be handled and can not go beyond. Usually there is a help line number or website that you can get help or troubleshoot issues. There is an example of a SLA found here for a reference: http://www.wavetelecom.com/upload/documents/terms_and_conditions/Wave%20SLA%20issue%201.2.pdf
Both the customer and the service provider need to start by gathering information. By doing research and gathering as much as possible you can have the upper hand to negotiate a contract. This should go without saying but customers should carefully clarify their service needs to the prospected provider. As was mentioned an example of this would be a internet provider. There are many out there you need to find out which will suit your needs the best. Also by finding out what one can do for you then you can check with another and tell them what the other company can do and see what they can provide. They will try to up the ante to get your business.
And before making any commitments to customers, service providers should examine their service history and determine the level of service they can realistically provide. In addition, service providers should assess customer satisfaction so as to clearly understand customer concerns and establish a baseline for assessing service improvements. The 3 categories that are very important in telecommunications are: Service Availability, System Performance, and Disaster Recovery. Service availability was hit on earlier. System performance would include the number of messaging transactions that are supported per unit of time and acceptable level of performance, such as latency experienced by users. And disaster recovery which would include the amount of time it takes to recover data to the point of failure. These are very important parts for a customer who is running a business and would have an effect on the decision of accepting the provider or not.
If dealing with an internet provider the disaster and down time plays a big role in decision making so the provider has to tread lightly but also make it fair for the customer and entice the business.
REFERENCES
Spirovski, B. (2010, June 24). Strong Telecom SLAs a Must. Retrieved Dec. 1 2011 From http://www.ciozone.com/index.php/Security/Strong-Telecom-SLAs-a-Must.html
N.A (2005, May 20). Establishing a Service Level Agreement. Retrieved Dec. 1 2011 From http://technet.microsoft.com/en-us/library/bb124886(EXCHG.65).aspx 