Gartner Research

Delivering Quality Cloud Communications Requires a Tiered Approach to Managing SLAs

Published: 13 September 2016

ID: G00299230

Analyst(s): Steve Blood

Summary

A tiered approach to managing service-level agreements for UCaaS and CCaaS will help IT architects deliver communications services from the cloud that are higher service quality than the premises-based services they replace.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Define SLAs Appropriate to Business Needs
  • Create an SLA for Each Tier of Service
    • Communications Application Tier
    • Wide-Area Network Tier
    • Local-Area Network Tier
    • Devices Tier
  • Define Target Performance Metrics
    • Availability
    • Latency
    • Performance
  • Define SLA Governance and Compensation for Each Service Tier
    • Mean Time to Respond, Restore and Repair
    • Service-Level Reporting and Management
    • Service Review
    • Consistent Nonperformance Compensation for All Service Tiers
    • Exit Clause for a Persistent SLA Breach

Gartner Recommended Reading

©2020 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.