Management, Reporting & SLAs
Comprehensive Global Service Level Agreements (SLAs) are available for all services. Each SLA has service-specific "Key Performance Indicators" defined, which are backed by revenue credits for non-performance to ensure that we meet or exceed our service obligations.
Our SLAs deliver the following key benefits to multinational organisations:
- Clear network performance objectives by Class of Service (CoS), allowing customers to select the right service level for each of their applications
- A wide range of Network Access Options to meet every organisation's specific needs for access resiliency
- High service availability to help ensure minimal interruption in network operation and business processes
- Service provisioning reporting to ensure accurate planning for installations and network changes
- Reliable, award-winning, world-class customer care including in-country Help Desks, immediate fault detection, proactive, electronic notification and resolution and electronic statusing
- Full integration with the PerspeXion and SiteWise reporting and monitoring services, to deliver a complete solution for assuring network performance and operation
Satisfactory network performance and support is essential to the successful operation of any multinational's global network. Our Global Service Level Agreements define a number of Key Performance Indicators (KPIs) against which operational objectives are set, covering backbone transport and end-to-end management performance by CoS, as well as operational support. SLAs allow customers to select the appropriate KPIs and levels of performance for each of their applications.
When used in combination with the online reporting and monitoring services, PerspeXion and SiteWise, SLAs deliver a complete solution for defining and monitoring the performance, quality and operation of an enterprise network, and for validating SLA performance objectives.
SLAs are available for Global ATM, Global Frame Relay, FlexIVPN, IP VPN Secure, including IP VPN Voice and IP VPN Video, Dedicated Internet Access (DIA) and IP VPN Internet.
Online Reporting
Especially where SLAs are in place, we provide the key data you need to ensure your services are performing at optimum levels.
We offer online reporting tools to assist your business in monitoring usage, utilisation and performance, which saves time and helps manage your budget by providing critical network data at your fingertips. Our comprehensive reports assist in helping you to forecast your business trends, increase efficiency and generally make more effective decisions concerning your current worldwide network solutions-as well as plan your future needs.
- SiteWise
SiteWise is a web based reporting tool that provides various tabular and graphical reports on the Global Connect® service customer premises routers' and end-to-end (site-to-site) performance per Class of Service for all VPN services. SiteWise, together with PerspeXion, provide reporting for supporting the "end-to-end management" of SLAs.
SiteWise reports on Traffic, Transmission Errors and Discards on the WAN and local router interfaces, and router CPU, Memory and Buffer Utilisation. SiteWise reporting also includes Interface Uptime, End-to-End Delay, End-to-End Throughput (Packet Loss) and End-to-End Jitter. Reporting is real-time, hourly, weekly and monthly.
SiteWise is available for IP VPN Secure, including IP VPN Voice and IP VPN Video, IP VPN Internet, Global Frame Relay and Global ATM services. SiteWise is delivered via the secure web portal "my.infonet.com". SiteWise, together with PerspeXion, provide the VPN monitoring and reporting services within the Enterprise Management Services umbrella.
- PerspeXion
PerspeXion is a web based reporting tool that provides various tabular and graphical reports on (i) the backbone network performance of VPN services and (ii) a set of management reports for the ordering and fault management processes for VPN services. PerspeXion provides reporting to support all or part of the various levels of SLAs.
PerspeXion also provides network reporting for the access link and port interfaces covering Interface Uptime, City Pair Delay, City Pair Throughput, City Pair Jitter, Link Utilisation, Transmission Errors and Packet Discards. In addition, PerspeXion also provides management reporting covering Site Availability, Order Status, Maintenance Schedules, Ticket Status, Network Topology and Service Performance Graphs. PerspeXion also delivers CDR (Call Detail Records) Reports for IP Voice VPN.
PerspeXion, together with SiteWise, provide the VPN monitoring and reporting services within the Enterprise Management Services umbrella.
Network Analysis Program and SLAs
With the wide-scale deployment of new enterprise applications and the pervasion of network computing, existing networks can't always respond and deliver the performance that end users have come to expect. Even with a SLA in place, clients can't afford to have their investment in enterprise application software systems under perform.
In response to this need, we developed our patent-pending Network Analysis Program (NAP), which uses state-of-the-art analysis tools and techniques to help unravel the complexities associated with the customer's existing mixture of applications, protocols and traffic flows. By taking an application-focused approach to network design, we provide customers with the ability to understand the performance characteristics and the impact of their applications across a global network. Using sophisticated tools, NAP professionals can evaluate a company's existing network and profile mission-critical applications in order to make educated, informed recommendations on a network design that will optimise the end user experience.
This engagement takes the guesswork out of an SLA by defining what the optimum performance should and will be, thus creating SLAs that truly reflect the actual performance expectations of the network and the services running on it.