Starting from November 2015, the «Datagroup» national communication operator is launching a multilevel quality service package of functions meeting the actual requirements of the corporate customers’ in an optimal way.
The key objective of innovations is the continuous quality control of the information services provided to meet the customer network requirements and raise the business efficiency in correspondence with the needs of a particular business.
The multilevel SLA (Service Level Agreement) is an agreement that encompasses the rights and liabilities of the parties, description of services and the agreed service quality level, but it is subdivided into different levels. Each level is aimed at a particular consumer group. For instance, SLAs with higher performance are suggested for the most critical connections rather than less relevant second-order points.
The objective of the project for implementation of the service of SLA multilevel agreement is raising the loyalty of key clients and service differentiation of the «Datagroup» within the B2B sector through ensuring a guaranteed level of service. These objectives were determined within the framework of the company’s service quality advancement program.
«Datagroup» offers their clients the SLA updated multilevel agreement with the quality standards of the European level, has automated the processes of enabling the SLA monitoring service, localization and elimination of faults, formation of SLA reporting and accounts adjustment. The ultimate target of applying such allocation consists in ensuring a zero impact of IT problems on the business functioning.
Technical parameters and tariff packages of SLA various service levels are divided according to the following principal criteria: maximum service fault time, total time and the period of technical activities, availability of a separate telephone number for SLA service support, priority of calls incoming through the dedicated number, availability of a dedicated technical support service assistant, technical support service time of response to a client’s request, etc.
The client has an opportunity to indicate the desirable SLA level on their own. The SLA technical parameters are set at the stage of development of a technical ability and building a communication channel. The cost of services provided is related to the desirable SLA level. Thus, the end customer, by assigning a particular level to their points (from «Primary» to «Premium» one), may optimize their costs for telecommunication services. For instance, in case of «Premium» packages, the client will be connected only through the operator’s optical network with the use of fault-tolerant systems, which allows the customer to receive the highest-quality service.
Maksim Smelianets, general director of «Datagroup», believes that most of the operators today are at the stage, when SLA is only concluded on paper. In fact, service quality issues are settled occasionally, as the operators don’t have the proper tools that would enable to enhance the service quality indicators on a systemic basis. Promotion of «Datagroup» to a new SLA service level establishes new service quality standards in the corporate sector.
«At signing a service agreement we negotiate the desirable SLA service level that we will be providing throughout the agreement validity period, and undertake a precise financial liability for the conditions of its execution. Introduction of a few SLA levels into a standard agreement template is the first step towards raising the credence to the service operator», commented Maksim Smelianets on the launch of the program.