kaspaas
Expert Member
I get the IS Techno Update.
The following from the latest issue:
S SLA
Internet Solutions has taken service level agreements (SLA) to new heights in South Africa by offering customers a new generation SLA that delivers information on various performance parameters of its Internet Access service. This is part of the country#146;s largest corporate Internet service provider (ISP) continual improvement of its offerings. SLAs lie at the heart of the relationship between any service provider and its customer, and now customers can view this business critical information via the IS CustomerZone portal.
"IS is endeavouring to reflect our customers#146; actual experience, and offer SLAs based on the performance of the actual point of presence (POP) where the customer is connected to the Internet. ITIL best practice principles were used to allow IS to offer service guarantees for both the local and international portion of the connectivity service supplied to our customers," says Jacqui Carrara, programme manager for IS new business development.
SLA#146;s put into effect a business culture that is accountable, transparent and reliable. "What is unique about it in the SA context is that we#146;re making this information available to our customers to view at any time," says Ian Isenberg, general manger of the access business unit. Customers can view the IS network performance, in order to better manage their businesses, while IS uses the SLA monitoring and reporting to pro-actively manage their service delivery and customer relationship."
He adds: "No other competitor is offering anything like this. This raises the service bar to our customers, building on our already high service levels." "It sets IS apart in that traditionally lip service was paid to SLAs in the ISP industry in South Africa. While previously there was an issue in the industry in general about how a SLA would be measured, IS has devised stringent network measurements backed by service credits. This is a show of good faith and a demonstration of our faith in ourselves. To ensure its veracity, the SLA measurement framework is audited by a specialist third party systems analyst on an ongoing basis.
"It is about the ongoing service commitment, we see it as guiding our
future, and the way we run our network," concludes Isenberg.
Source: Internet Solutions
The following from the latest issue:
S SLA
Internet Solutions has taken service level agreements (SLA) to new heights in South Africa by offering customers a new generation SLA that delivers information on various performance parameters of its Internet Access service. This is part of the country#146;s largest corporate Internet service provider (ISP) continual improvement of its offerings. SLAs lie at the heart of the relationship between any service provider and its customer, and now customers can view this business critical information via the IS CustomerZone portal.
"IS is endeavouring to reflect our customers#146; actual experience, and offer SLAs based on the performance of the actual point of presence (POP) where the customer is connected to the Internet. ITIL best practice principles were used to allow IS to offer service guarantees for both the local and international portion of the connectivity service supplied to our customers," says Jacqui Carrara, programme manager for IS new business development.
SLA#146;s put into effect a business culture that is accountable, transparent and reliable. "What is unique about it in the SA context is that we#146;re making this information available to our customers to view at any time," says Ian Isenberg, general manger of the access business unit. Customers can view the IS network performance, in order to better manage their businesses, while IS uses the SLA monitoring and reporting to pro-actively manage their service delivery and customer relationship."
He adds: "No other competitor is offering anything like this. This raises the service bar to our customers, building on our already high service levels." "It sets IS apart in that traditionally lip service was paid to SLAs in the ISP industry in South Africa. While previously there was an issue in the industry in general about how a SLA would be measured, IS has devised stringent network measurements backed by service credits. This is a show of good faith and a demonstration of our faith in ourselves. To ensure its veracity, the SLA measurement framework is audited by a specialist third party systems analyst on an ongoing basis.
"It is about the ongoing service commitment, we see it as guiding our
future, and the way we run our network," concludes Isenberg.
Source: Internet Solutions
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