MCI To Extend Service-Level Agreements - InformationWeek

InformationWeek is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them.Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

IoT
IoT
Infrastructure

MCI To Extend Service-Level Agreements

In May, MCI will offer improved SLAs that also would be available to the customers of third-party providers.

MCI on Wednesday put down a leadership stake in customer service, announcing that in May it would offer improved service-level agreements that would also be available to customers of third-party providers.

Customers of MCI's Managed Network Services sometimes use more than one provider. MCI is offering itself as a single point of contact for all of a customer's network-related service needs. MCI says it will guarantee its customers that a network managed by another party is repaired and restored within four hours. MCI offers a 3.5 hour repair time for its own services in the U.S., and six hours for international regions. "The coverage of third-party transport is new and we believe a first in the industry to be included under a standard set of SLAs," says Clifford Cibelli, senior product manager at MCI's Managed Network Services.

Also new is the specific repair time provided for the SLAs. Most other carriers offer mean-time-to-repair, where the guaranteed time to restore a network is averaged among customers. Another improvement is guaranteed, 100% availability for redundant (dual-router, dual-circuit) networks.

Many telecommunication companies are looking to improve customer service through better service-level agreements. "This is a trend that started about six months ago," says Steven Harris, research manager at IDC. However, MCI's guarantee of repair within a specific, hourly time frame is unique, he says.

MCI says a cornerstone of its SLA agreements is its Rapid Fault Isolation network-management system, which became available in February and offers customers with higher levels of network performance and reliability. The system immediately identifies glitches within networks, says MCI.

"As the convergence of data IP telephony becomes increasingly popular," Cibelli says, "network reliability is critical."

We welcome your comments on this topic on our social media channels, or [contact us directly] with questions about the site.
Comment  | 
Print  | 
More Insights
News
How COVID is Changing Technology Futures
Jessica Davis, Senior Editor, Enterprise Apps,  7/23/2020
Slideshows
10 Ways AI Is Transforming Enterprise Software
Cynthia Harvey, Freelance Journalist, InformationWeek,  7/13/2020
Commentary
IT Career Paths You May Not Have Considered
Lisa Morgan, Freelance Writer,  6/30/2020
White Papers
Register for InformationWeek Newsletters
2020 State of DevOps Report
2020 State of DevOps Report
Download this report today to learn more about the key tools and technologies being utilized, and how organizations deal with the cultural and process changes that DevOps brings. The report also examines the barriers organizations face, as well as the rewards from DevOps including faster application delivery, higher quality products, and quicker recovery from errors in production.
Video
Current Issue
Special Report: Why Performance Testing is Crucial Today
This special report will help enterprises determine what they should expect from performance testing solutions and how to put them to work most efficiently. Get it today!
Slideshows
Flash Poll