October 17, 2003 — (WEB HOST INDUSTRY REVIEW) — Sprint (sprint.com) announced this week that it has extended and simplified its service level agreements (SLA) for its global data portfolio, introducing a new tiered structure, jitter SLA, and 100 percent credit on monthly charges.
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The new tiered structure, according to the company, gives customers a choice in service performance levels and service management to suit their varied needs and the 100 percent credit on monthly charges apply to its SprintLink Internet Protocol services.
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Sprint also unveiled a jitter SLA. Jitter, or variation in latency, is a performance measurement that supports voice-over-IP and video-over-IP applications.
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“These new SLAs underscore Sprint’s commitment to improve all aspects of our customers’ experience by bringing greater clarity and ease to their business relationship with Sprint,” said Randy Ritter, vice president of product and portfolio management at Sprint Business. “Multinational corporations who rely on data networks for their businesses are applauding this move to provide service performance measures with greater relevance to their specific needs.”
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The company said it is the first carrier to guarantee full refunds of the monthly recurring charge for failing to deliver agreed-upon performance metrics, surpassing the common industry practice of offering only a partial refund.
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The improved SLAs are designed to fit key business markets in eight regions around the world: North America, Mexico, Western Europe, Eastern Europe, Asia, Australia/New Zealand, South America and the Middle East/Africa.
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The company said all aspects of Sprint’s improved data product SLAs and the new jitter SLA will be available by the end of the year.
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