SLA Monitoring
With ongoing VoIP, IP Telephony or Unified Communications rollout much is dependant on getting the Service Level Agreement right. Will an SLA that dictates a MOS quality score of 4.2 ensure user satisfaction?
With most end device types in an enterprise IP network, a MOS score of 4.2 is unrealistic and unnecessary. Of course if you only measure the network transport characteristics using an e-model based MOS of 4.4 could be feasible, yet this score is also an incomplete measurement and unrelated to the user’s actual experience. There is no way of telling what the user thinks until complaints begin. By this stage the SLA has been breached and you may be paying penalties.
By implemeting the Psytechnics Experience Manager solution, you will be aware of service affecting issues before users. Most OEM voice and video quality assessment solutions operate on the network, assessing the IP transport component of quality. This is then extrapolated using e-model. While this is an important part of the overall quality picture, it is not a complete assesment. Experience Manager is not limited to the network perspective meaning it can identify the probable causes of service affecting issues. The software can diagnose if a fault is most likely due to the end device, network problems or even a PSTN signal problem outside your network. Only Experience Manager can include the user’s definition of quality into your SLA.
With Experience Manager monitoring your network, your strategic outsource partner can:
- Set achievable quality levels
- Ensure adherence to these quality levels
- Identify probable causes of service affecting issues
Psytechnics can help set and monitor quality levels, meaning you and your outsourcer can partner productively, avoiding disruption to users and enabling successful deployment of advanced Unified Communications applications.