What are the best practices for aligning QoS and SLA objectives and expectations?

2 How to measure QoS and SLA

QoS and SLA are not fixed concepts, but rather dynamic and variable ones, depending on the type, scope, and duration of the network service. Therefore, they need to be measured and monitored regularly and accurately using appropriate tools and metrics. Throughput, latency, jitter, packet loss, and availability are all common metrics for measuring QoS and SLA. Network monitoring tools are software applications that collect, analyze, and display data on these metrics. These tools help network administrators and managers track performance and reliability of their network services, as well as report them to customers or stakeholders. This allows for troubleshooting and optimization of the network service in order to ensure optimal performance.

3 How to set QoS and SLA objectives

QoS and SLA objectives are the desired or expected levels of QoS and SLA metrics that a network service should achieve or exceed. They are usually defined and agreed upon by the service provider and the customer, based on their mutual needs, expectations, and capabilities. They are also influenced by factors such as the type, complexity, and criticality of the network service, the cost and availability of network resources, and the market and regulatory conditions. QoS and SLA objectives should be realistic, measurable, and achievable, as well as aligned with the business goals and strategies of both parties.

4 How to align QoS and SLA objectives

Aligning QoS and SLA objectives is essential for ensuring that they are consistent, compatible, and complementary with each other and the actual QoS and SLA levels delivered by the network service. To accomplish this, it is best to establish clear and detailed QoS and SLA specifications, including the scope, duration, metrics, thresholds, reporting, escalation, and enforcement mechanisms. Additionally, effective network monitoring tools should be implemented to measure and report on the QoS and SLA metrics in real-time and alert on any deviations or violations. Furthermore, it is important to review and update the QoS and SLA objectives periodically based on feedback, performance, changes of the network service, customer satisfaction, and retention. Lastly, regular communication with the customer should take place to ensure they are aware of and satisfied with the QoS and SLA levels as well as address any issues or concerns promptly.

5 How to benefit from QoS and SLA alignment

Aligning QoS and SLA objectives can bring numerous advantages for service providers and customers. These include improving user experience by ensuring the network service meets or exceeds customer expectations, optimizing the utilization and allocation of bandwidth, latency, jitter, packet loss, and availability to enhance efficiency of resources, reducing costs and risks of service issues or failures to increase profitability of business operations, and demonstrating commitment and capability to deliver high-quality and reliable network services to strengthen the competitive advantage and reputation of the service provider.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?