We see our job as being to work with you to plan, test and build your custom connectivity-- assessing your requirements and helping design a cost-effective network to meet your business needs and budget, then constructing you a flexible network solution that can adapt to your changing circumstances.
But the job can’t stop the second the first ping is sent across your new network. A big part of our task is also to keep that network delivering for you, and at scale. To help you get closer to your customers and users, the only realistic way to do that is cost-effective, SLA-backed performance.
That’s why, for example, we talk about allowing you as the customer choose the QoS, latency, redundancy and resilience you need; to ensure delivery, we need to agree the right, tight KPIs to validate our service performance and compliance with your specific business targets. This is especially true in the MVNO space, where knowing you have the right SLA for your business, with up to 5x9s reliability, 24x7 support options, and geographical redundancy for service resilience, could make all the difference to you and your customers.
What could a global network SLA from SNS encompass?
This is why we don’t just treat a Service Level Agreement as boilerplate, or standard: we work with every customer to define the SLA you need.
After all, it helps both sides. A good SLA is crucial in ensuring a good relationship between us a service provider and you as an enterprise-grade network customer. It means we both know the performance expectations, responsibilities, and remedies if agreed-upon service levels are not met. For SNS customers that need great network performance for business continuity, productivity, and customer satisfaction, SLAs provide benefits in several areas:
Clear Expectations One of the primary advantages of SLAs is that they set clear, quantifiable expectations for the quality of service a network customer will receive across crucial performance metrics such as uptime, response times, latency, and bandwidth. By clearly laying out what is guaranteed, you as a customer have a solid understanding of what to expect, avoiding ambiguity and ensuring both parties are on the same page—a level of transparency reduces misunderstandings and sets the foundation for the healthy service-provider relationship we both want
Accountability With pre-agreed performance metrics in place, service providers must maintain or exceed the set standards to avoid penalties or breaches of contract—with the SLA introducing a level of accountability for SNS as a service provider. This encourages us as a vendor to prioritise high-quality service and focus on operational efficiency to meet these stated obligations. Knowing that failure to meet SLA terms may result in financial penalties or legal action, SNS is motivated to maintain the infrastructure and services necessary to meet the expectations of our enterprise clients—which we’d do anyway, but it’s in black & white now
Performance Assurance For service provider and enterprise customers, network reliability is fundamental, so having assurance that your network services will always be of a high standard helps you plan for success. As downtime or slow performance could result in significant financial loss, reduced employee productivity, and damaged customer relationships, you need to be reassured these things will either just not happen (point of fact: SNS has delivered 99.999% uptime for the past five continuous years). By having a guaranteed service level in place, SNS customers can therefore always rely on our network to meet business needs, ensuring consistent communication, seamless collaboration and efficient application access--reliability crucial for businesses that need to maintain continuous operations
Proactive Problem Resolution A well-defined SLA, like the ones we will agree, needs to include provisions for proactive problem resolution. This means that SNS as the service provider is not just obliged to fix problems after they occur but may also be required to prevent issues through continuous monitoring, maintenance, and alerts. If specific response and resolution times are outlined in an SLA, customers can expect a swift and well-structured SNS responses to any problems that arise. This minimizes the impact of network issues and ensures that they are resolved in a timely manner, preventing long-term disruptions
Cost Control SLAs can also help you as customer control costs by offering financial remedies for unmet performance targets. For example, if we as a service provider fail to meet the uptime guarantee, you need to be offered a refund, discount, or service credit. This prevents network customers from overpaying for inadequate service and provides an incentive for us on the provider side of the equation to maintain high standards. Additionally, by having a clear contract, SNS customers avoid unexpected costs related to network issues, as we as the service provider are responsible for addressing certain problems within the scope of the agreement
Improved Vendor Relationships SLAs foster a collaborative approach between enterprises and their service providers. We’d want this anyway as the basis of any relationship with a customer, but by having structured agreements, both parties can work together to meet performance goals. You as the customer can provide feedback on our service, while we can optimise our offering based on customer requirements. This is a win-win, ultimately, because SNS customers enterprises get the service quality they need, and providers meet their contractual obligations while continuously improving service
Scalability and Flexibility As your networks grow and evolve, our SLAs to you can be adjusted to accommodate these changes. This flexibility ensures that as an SNS customer, you have the right level of service at each stage of their growth. So, whether it’s increased bandwidth, enhanced security requirements, or more sophisticated monitoring, a global network SLA from SNS scales alongside your needs--adaptability particularly important in today’s rapidly changing business environments, where network requirements can fluctuate with very short notice.
So, when we say you’re getting a global network SLA from SNS—it means something
SLAs should provide enterprise network customers with peace of mind, ensuring performance, accountability, and financial protection.
They should also formalise the expectations between us a network provider and you as a network customer, streamline problem resolution, and foster better collaboration.
With the assurance that network services will meet business-critical requirements, SLAs should contribute to the overall success and stability of our relationship. And that’s why an SNS SLA is truly an agreement to provide you with superlative levels of agreed excellence—and are not just ‘something the lawyers insist on’ we just throw in the contract.
If working with a network provider that actually takes SLAs seriously sounds refreshing, then let’s start working today on enabling the right connection for the performance you need—and which, as it’s from SNS, will be backed by SLA guarantees, 24x7 monitoring, and enterprise-grade, proactive service assurance capabilities.
