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BELTUG paper: mobile data & voice services - Service Level Agreements


Date:23/05/2012


Corporate customers have an increasing need for Service Level Agreements (SLAs) with their mobile operator(s). This document (12p.) provides an overview of the current situation of mobile network SLAs and highlights some concerns.

Mobile services continue to gain importance in the enterprise environment. Business processes across various lines of business rely on the availability and performance of mobile voice and data networks. To name just a few examples:

  • The mobile sales force in the retail industry.
  • Mobile payments and mobile banking in the financial industry.
  • Location-based services.
  • Premium SMS services.
  • Surveillance & telemetry systems.
  • Collaboration (work anytime, anywhere, anyway).

An outage (even partial) has an immediate impact on the business. And recent real-life mobile network outages in Belgium and abroad have shown that mobile networks do suffer from some vulnerability.

The paper show the standard SLAs available for all corporate customers at Belgacom/Proximus and Mobistar. It is certainly possible that, based on contract negotiations and depending on the size of the mobile fleet, other SLA levels are being offered by the mobile operators. This is also true for the penalty clauses (which are not included in the scope of this document).

Mobile network providers have reacted well to the need of their enterprise customers for SLAs. Basic SLAs are now available from the major players in the market as part of their standard contract offering.

BELTUG sees a need for elaborating on the following issues in the near future:
. establishing performance SLAs (throughput) for mobile data networks;
. customer-centric SLAs for tailor-made applications.

CONTENTS
1     INTRODUCTION
2     THE SLA: CURRENT SITUATION
3     NETWORK-CENTRIC SLAS
3.1        Belgacom network-centric SLAs
3.2        Mobistar network-centric SLAs
4     CUSTOMER-CENTRIC SLAS
5     INCIDENT MANAGEMENT
5.1        Belgacom incident management SLA
5.2        Mobistar incident management SLA
6     NOTIFICATIONS: PROACTIVE AND REACTIVE
7     SUMMARY

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