Sample Telco SLA Considerations
April 24, 2010
|
Description |
Target % |
Dependencies |
Additional Comments |
| Uptime/availability of critical Telecom systems | |||
| Uptime/availability of critical Telecom systems | |||
| Percentage of MAC reduction in Remedy | |||
| PBX availability: | |||
| Call volume: | |||
| International calls: | |||
| National & Local: | |||
| Audioconferencing: | |||
| Mobile Services: | |||
| Calling Cards: | |||
| Call Center services: | |||
| VOIP Mail availability: | |||
| VM Servicice Provider Availability: | |||
| Trunk Availability: | |||
| Implementation of unified messaging: | |||
| Percentage of business functions addressed by Telecom DR | |||
| Customer satisfaction rating | |||
| Telecom cost per headcount | |||
| Staff to headcount ration | |||
| Percentage of trunks protected | |||
| Number of critical events reported | |||
| Mergers & acquisitions, office moves.. | |||
| Percentage of integrated voicemail systems | |||
| Percentage of systems brought to new Corporate standards | |||
| Percentage of audits performed worldwide |