Gartner Research

A Service-Level Framework for Communications as a Service

Published: 10 December 2013

ID: G00255356

Analyst(s): Steve Blood, Bern Elliot


As organizations consider external, cloud-based services for communications, it becomes increasingly important to establish a framework for an end-to-end SLA that covers all components of service and that is supported by strict governance and nonperformance compensation programs.

Table Of Contents
  • Key Challenges



  • Defining the SLA and Its Purpose
  • What You Should Measure
    • Layer 1: Network Access and Communications Application
    • Layer 2: Wide-Area Network
    • Layer 3: LAN and Devices
  • Defining Guaranteed Performance Metrics
    • Availability
    • Latency
    • Quality
  • Measuring the Service Delivery Performance of the CaaS Provider
    • Service Provisioning Time
    • Mean Time to Respond and Restore
  • Defining SLA Governance and Compensation
    • Service-Level Reporting and Management
    • Service Review
    • Nonperformance Compensation

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