A Case For SLA Verification
One of our clients with multiple offices throughout California outsourced their network to AT&T. As part of their contract, AT&T provided a Service Level Agreement to them stating that they would notify the client within a short time window when a network outage occurred. The client's network engineer inadvertently discovered that the network for a remote office had been down all weekend. When he called in on Monday, AT&T did not know about the problem.
Most of us have had the experience of being ignored or forgotten by our telecommunication providers. However, if your enterprise has mission-critical IT needs, you can't really afford this kind of treatment from your provider. If this customer had been using our monitoring service with SLA verification, we would have been on the phone with AT&T within minutes of the service outage, assuring that the network was returned to service in as short a time as possible and making sure it was available when the client's staff arrived for work on Monday morning.
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