There are many good practices in business. SLAs are one of them. The telecommunications industry uses such agreements perhaps more than most. But what is SLA in telecom all about? What are the tools needed to manage it? In this article, we will shed some light on these questions.

The service level agreement in general

Let’s clear out what we actually mean by SLA in telecom. Generally speaking, a telecommunication service provider agrees to deliver certain aspects of services on a particular “must have” level. This level and the kind of “must have” elements is determined on paper signed between the provider and the client. So, sla in telecom may force the provider to promise network availability at all times, for example, no matter the weather conditions. Additionally, the agreement provides SLA metrics, which are used to measure the service according to the deal that was made. And yes, penalties …