Gartner Research

Best Practice for Service-Level Agreements for Mobile Service Providers and Enterprise Customers

Published: 31 March 2008

ID: G00155907

Analyst(s): Martin Gutberlet


Negotiating the right service-level agreement for mobile services is essential for enterprises to procure wireless voice and data service and suitable redress should service problems arise.

Table Of Contents
  • Overview
  • Introduction
  • SLA Structure
    • SIM Cards and Mobile Terminals
    • Network Availability and Reliability
    • Mobile Services
    • Customer Service
    • Billing and Reporting
  • Mobile SLA Governance
    • Reporting of Service Quality
    • Penalties

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