Level 3 Communications is a global provider of telecommunications services and solutions. They offer a variety of services to their clients, including internet and network services, voice and collaboration, and security and compliance solutions. To ensure their clients receive the highest quality service, Level 3 Communications provides a Service Level Agreement (SLA) that outlines the terms and conditions of their service.
A Service Level Agreement is a contract between a service provider and their client that outlines the level of service the provider agrees to deliver. The purpose of an SLA is to ensure that both parties have a clear understanding of the level of service being provided and the responsibilities of each party. In the case of Level 3 Communications, their SLA outlines the level of service they will provide to their clients, as well as the compensation they will offer if they fail to meet those service levels.
Level 3 Communications’ SLA is divided into several categories, each with its own set of service level targets. The categories include network availability, latency, packet loss, and service restoration. The SLA also outlines the performance objectives for each category, which vary depending on the type of service being provided.
For example, in terms of network availability, Level 3 Communications guarantees 99.999% uptime for their internet and network services. This means that their network will be available 99.999% of the time, with only five minutes of downtime per year allowed. For voice and collaboration services, Level 3 Communications guarantees 99.99% uptime, which allows for just over eight hours of downtime per year.
In terms of compensation, Level 3 Communications offers service credits to clients who experience a service level breach. Service credits are monetary compensation that can be used to offset future service fees. The amount of service credit offered varies depending on the level of the service breach and the type of service being provided.
In conclusion, Level 3 Communications’ Service Level Agreement is a detailed contract that outlines the level of service they will provide to their clients. By providing clear service level targets and compensation options for breaches, Level 3 Communications ensures that their clients receive the highest quality service possible. As a global provider of telecommunications services and solutions, Level 3 Communications’ SLA is an essential tool for their clients to ensure they receive the service they need to succeed.