Let’s consider the following scenario: DSL was nice but your operation
is growing. You need faster speeds. You call Phone Company X and
order a T1 circuit for each office. The sales rep comes out offering
competitive prices, billing examples and some performance metrics
that may or may not be very relevant to you. You want three things:
faster speed, better reliability and the ability to get money back if
the first two things don’t happen.
This scenario is not pie-in-the-sky stuff. The sales rep may or may not
tell you about a very important benefit you receive with your T1
purchase. That benefit is called an SLA or Service Level Agreement.
It’s there in your contract. So what does it mean? How does the SLA
The SLA is a performance assurance clause provided by the carrier to
1.You get a specific response time in writing for all service interruptions
2.You get a written of how interruptions will be fixed and how quickly
3.You get an exact calculation of how much money you’ll receive for each interruption
4. The SLA is the one item making the Carrier liable to you for performance
The most important reason to utilize an SLA is to ensure better
service response. The financial credits are not significant. What is
important is ensuring accountability from your carrier’s service team.
You want to be sure you have a vendor who responds quickly. Service
interruptions impair your business. Sometimes outages are
unavoidable (for weather or power-related reasons). The SLA is an
important tool your management staff should know how to use. When
in doubt, contact RAM. Our Help Desk staff has handled thousands of
tickets and credit requests. We can save you significant time, money
To learn more about SLA’s visit our link at:
DON’T HESITATE TO CALL RAM FOR MORE HELP!