Gartner Research

Negotiating Effective SLAs for Global Managed WAN Services

Published: 09 May 2016

ID: G00308769

Analyst(s): Bjarne Munch , Ted Corbett , Danellie Young , Neil Rickard


Network sourcing managers must define and negotiate acceptable performance metrics to meet the demanding requirements of digital businesses. To ensure strong performance and control IT spending, use these best practices when assessing and comparing global WAN service SLAs.

Table Of Contents
  • Key Challenges



  • Use These Key Service-Level Tenets
    • Manageable Number of SLA Metrics
    • Site-Specific Performance Assurance
    • Financial Assurance for Performance
    • Chronic Problems
    • Portal Availability and SLA Validation
    • Proactive Notification of Troubles
  • Avoid These Contractual SLA Pitfalls
    • Pitfall No. 1: Force Majeure Clause
    • Pitfall No. 2: Small Credit Windows
    • Pitfall No. 3: Insignificant Nonperformance Credits
    • Pitfall No. 4: Network Availability
    • Pitfall No. 5: Single Credit Limit
    • Pitfall No. 6: Retroactive Maintenance Claims

Gartner Recommended Reading

©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.