Enterprises use service level agreements (SLAs) to define network service requirements and guide service assurance, but there is often a disconnect between the performance customers need and the performance a provider actually delivers and reports. This misalignment isn’t trivial. In fact, enterprises can be dissatisfied with service performance even when a network provider is in full compliance with its SLAs. Why is that, and what can you do about it?
If you’re an enterprise executive or manager, there are three big questions you should focus on when evaluating existing and potential SLAs. These will help guide you in crafting SLAs that work best for your business and customers.
