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

Summary

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

Introduction

Analysis

  • 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

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