Gartner Research

Best-Practice SLAs for Global Managed WAN Services

Published: 22 November 2011

ID: G00218688

Analyst(s): Neil Rickard , Bjarne Munch

Summary

This research establishes guidelines on how to construct SLAs for managed network services.

Table Of Contents
  • Overview

Analysis

  • SLAs: Definition and Purpose
  • What to Measure
  • Technical Performance Metrics in Detail
    • Availability
    • Network Performance: Latency, Jitter and Packet Loss
    • Application Performance
  • Service Delivery Performance
    • Mean Time to Respond/Restore
    • Service Provisioning Time
  • SLA Governance
    • SLA Reporting and Management
    • Service Review
  • Consequences of SLA Breaches
    • Penalties
    • Exit in Case of a Serious SLA Breach

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