For Infrastructure & Operations Professionals

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	October 28, 2008 (updated February 4, 2009) The State Of Managed MPLS Service SLAs In 2008: Enterprise Requirements Must Define Performance by Lisa Pierce with Robert Whiteley, Rachel A. Dines

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Executive Summary

When outsourcing a WAN, it's important to ensure that the providers your company is considering have the demonstrated experience to meet or exceed all of your specific performance requirements. But today's IT infrastructure and operations (I&O) managers are baffled by a confusing landscape of service-level agreements (SLAs). What should you do? As a starting point, familiarize yourself with providers' standard SLAs — like the performance metrics that are covered, the specific measuring techniques used, where and how often the network measurement occurs, and service credits. US domestic providers offer availability, packet delivery, latency, and jitter SLAs — but these can vary significantly. Equally important are metrics that aren't covered as part of standard SLAs. For example, no provider publishes SLAs around responsiveness or CPE patch/release management policies; these are based on custom agreements. I&O managers should demand demonstrable provider experience with these types of metrics and SLAs, which are as critical to enterprise network performance and user experience as standard ones.

TABLE OF CONTENTS

• Enterprise Use Of Domestic Managed MPLS Services Grows — Are SLAs Keeping Up?
• Availability: It's Much More Than A Number
• Other Relevant Metrics Abound, But Only Some Have Standard SLAs

RECOMMENDATIONS

• Determine Your Requirements And Adjust Standard SLAs Accordingly
• Related Research Documents

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