Gartner Research

Best-Practice SLAs for Global Managed WAN Services

Published: 22 November 2011

ID: G00218688

Analyst(s): Neil Rickard , Bjarne Munch


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

Table Of Contents
  • Overview


  • 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

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.