[30968] in North American Network Operators' Group
Re: Ameritech Service Quality Report
daemon@ATHENA.MIT.EDU (Deepak Jain)
Sun Sep 3 04:58:53 2000
Date: Sun, 3 Sep 2000 04:57:06 -0400 (EDT)
From: Deepak Jain <deepak@ai.net>
To: Sean Donelan <sean@donelan.com>
Cc: nanog@merit.edu
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Sean, as you know, typical SLAs provide very limited compensation for
missing a deadline.
It seems to me that most SLAs are crafted from the faith that normally
circuits will be up a very high percentage of the time, and of the time
that its down, it might not be down due to a circuit failure, and of those
times it is a circuit failure, a customer may not notice/request an
SLA-based compensation.
Further, in my limited experience, SLAs are rarely actually paid for by
providers (i.e. it never clears accounting).
Good marketing though.
Deepak Jain
AiNET
(This is not meant to refer to any specific provider).
On 3 Sep 2000, Sean Donelan wrote:
>
> The Michigan Public Service Commission has launched an investigation
> into Ameritech's service quality. According to Ameritech, in August
> the estimated average repair time will be 115 hours (almost 5 days).
> Significantly up over previous years' average repair times of about
> a day (25-28 hours).
>
> http://www.cis.state.mi.us/mpsc/comm/ameritech.htm
>
> What I find interesting isn't Ameritech's long repair times, but how
> do providers promise 4 hour repair times when the dominant local loop
> provider takes over a day to fix something on a good day.
>
>
>
>
>
