If you have a business in the telecommunications, medical, real-estate, and companies that provide products and services to customers, you are certainly no stranger to Service Level Agreement (SLA). However, to be more specific we will discuss SLA in telecommunications companies, especially internet service providers.
Usability of SLA
SLA is an agreement between service providers and clients (service users). This agreement is a guarantee to control the services provided by service providers to customers. Word of mouth is very close to consumers, if consumers feel satisfied with the services received, consumers will not hesitate to provide recommendations to their relatives. If consumers feel disappointed with the service received, consumers will tell dissatisfaction with the service provider to everyone.
Service providers must try to meet the target according to the existing SLA, this can affect the brand image in the eyes of consumers. Telecommunications companies must also meet high availability so that clients will be greatly helped to meet their needs. If high availability cannot be reached, the client will be severely disturbed. Just imagine if we subscribe to the internet and the internet often dies, of course, this will greatly disrupt our activities.
We suppose that one of the service users of a telecommunications company is a university. The university is carrying out the entrance test simultaneously. There are several questions that require participants to use the internet facilities at the university to work on the entrance exam questions. But in the midst of a test, there was a long time internet interruption. The test atmosphere was chaotic and not conducive because participants could not continue the exam. Of course, this is detrimental to the universality party and decreases the performance of internet service providers.
In the SLA there is the ability of service providers to be able to provide services in percentage sizes. Usually, the number given is 96% -99%, if the service provider cannot fulfill the agreement, the service provider must provide restitution to the service user. Restitution is a return in the form of money or according to an agreement if the company cannot fulfill the SLA. If a company’s SLA is 97%, if there is a 3% down, it will be considered normal, but if there is a death above 3%, the company needs to give restitution to the customer.
Introduction of SLA Monitoring
Service providers need a long process in making reports regarding the availability of services provided. This encouraged Ketitik to develop network applications in Indonesia by creating SLA monitoring in Indonesia. Monitoring SLAs can help telecommunications companies to monitor service availability and report generation.
Companies need to see whether complaints about the death of the internet network owned by customers are true or not, service providers can use a monitoring application in Indonesia, namely the SLA monitoring. Using SLA monitoring, service provider companies will easily see a graph of service available to customers. The SLA monitoring will provide a report that can be the basis for decision management level.
Source: bppk kemenkeu, bambangsuhartono.wordpress.com