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Ask the Telecom Pro: SLAs

Q:  What is the difference between catastrophic and chronic SLA events?
A:  Carriers and other vendors have different terms to describe service level agreement conditions. Most commonly, a catastrophic SLA event is one where all or a majority of service to a single location is lost. Chronic SLA events are the reoccurrence of out-of-scope service performance over multiple performance measurement cycles. While these definitions are generally accepted, not all vendors define SLA terms the same. So, reviewing SLA terms specific to each vendor and contract is recommended.

Q:  Is a FOC date covered by an SLA?
A:  A firm order commitment date is a committed installation date. FOC dates are not universally covered by SLAs (service level agreements). Check your contract or service order terms and conditions language to determine what, if any, SLAs may apply. On a related note, negotiating SLAs to cover FOC date requirements is recommended in instances where common and frequent service orders deemed to be business critical will be placed with a vendor.