How Do You Manage Your SLAs?

 

It is noteworthy having an agreement for the provision of the ongoing services and processes but both sides need to be certain about all stipulated conditions in the underlying contracts are aligned with provided service level. Although there might possibly be mechanism for faults to satisfy the specified target level laid out in SLA, service purchaser needs to constantly check whether required performance is maintained or not. Likewise, service provider ensure that agreed upon responsibilities are fulfilled while also protecting business if customer requests services that surpass those laid out in the agreement. Moreover, creation of service agreements of the departments within the same company is possible nowadays. 

SLA monitoring helps your business protected and ensure your customers are satisfied with the service. At this point, SLA management becomes an unavoidable requirement. 

 

Meet Expectations

ISPs depend on SLAs to manage customer expectations and to characterize the circumstances wherein customers can not expect any responsibility of an outage or related performance issues.  For customers, SLAs are a means of describing service details and properties to assess and compare other service provider SLAs. A powerful solution provides a measurable, updated and account for contingencies and gives what is exactly needed in a realistic perception. 

Achieve Target

Choose a reliable solution which considers all factors and allows you gain critical view of your network performance. By this way, reliability increases, performance evaluation and penalties based on 100% accurate SLA reports. Star Suite lets you reach out performance targets and benchmark to set a norm of ISPs to meet.

 

 

SLA Computation

Star Suite has a built-in SLA management system. SLAs for each entity type are computed considering outage data. Outage logs kept for fault management are the source of the SLA computation. Time series analysis is done. Star Suite’s SLA management tool does not require any additional configuration and operation. System automatically adds new services to inventory and performs SLA computations. Through SLA management tool has up-to-date inventory, newly added services are included to inventory, each day.

 

 

Force Major Situations

In some cases, uncontrollable external factors are considered and both sides cannot impose sanction on each other. Cases such as planned works, tickets and force majeure situations (earthquake, flood, bureaucratic obstacles) are identified in the system to supply 100% accurate SLA computations. Planned works are obtained from 3rd party systems and force major situations are integrated to Star Suite. All these situations are taken into consideration and extracted from SLAs.

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SLA Reporting

Star Suite SLA management tool monitors the availability and performance of your mission critical business applications. Dashboards and graphs give you better visibility on whether you are meeting the needs of your customer, and measurability of delivered services. Periodic SLA reports are provided for customers, contractors, and teams. SLAs are monitored in various formats that includes penalties, bonuses, multiple sites, and key quality metrics. With SLA monitoring, contactor ensure that the outage is repaired and run the process; ISP examines the performance of its operation teams and updating about any problems relying on reports; customer feel certain about the quality of service purchased from ISP. Star Suite SLA management tool gives a good opportunity to build clear relations on network environment. Provided SLA reports existing on the system are listed below:

  • Entity (Fiber/ Link/ Trail/ Service) SLA reports
  • Maintainer SLA Reports
  • Region SLA Reports
  • SLA KPI reports

3rd party system collects the data provided from Star Suite SLA Management tool. SLA reports and dashboard can be integrated to 3rd party applications for many purposes.

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