25/09/2018 08:37 AST

Ooredoo has taken connectivity services for its business customers to the next level, following the revamp of its industry-leading Service Level Agreements (SLAs).

In response to feedback from both large businesses and small- and medium-sized enterprises, Ooredoo has refreshed its SLAs. The SLAs are moving from availability metrics to more advanced performance metrics that matter to the end-users, which can lead organisations to make changes that can enhance the user experience.

Now, Ooredoo’s business customers can easily use and share online tools and downloadable reports for real-time monitoring of the performance of their connectivity services.

Ooredoo chief operating officer Yousuf Abdulla al-Kubaisi said, “As one of the region’s leading ICT providers, we are continuously enhancing our services. Refreshing our Service Level Agreements and digital tools is making it faster, easier, and clearer for our business customers to monitor their business connectivity performance.

“By aligning our services with business delivery, we can provide a clear and open framework for our customers and enhance our customer understanding.”

SLAs outline a wide range of service performance targets and metrics across fixed-line business connectivity services, including Business Internet, IP VPN, and Ethernet VPN.

SLAs also cover five main areas: Guarantees, priorities, responsibilities, services, and warranties. Business customers can choose either a Business Class SLA, the standard option covering base-line assurances, or a First Class SLA, which is packaged with more stringent objectives with full redundancy and diversity.

For example, an IP-VPN SLA could track availability, incident management, reliability, and performance. Al-Kubaisi said, “We’re dedicated to providing our business customers with the power of the Ooredoo Supernet. Our refreshed service level agreements align our goals of delivering premium, highly-reliable fixed connectivity services to enable business success. Our certified technical experts are using the latest digital tools to maintain the highest level of services.”

Business customers can leverage the Ooredoo Advantage, making Ooredoo “Best for Business”, thanks to its breadth and depth of talent, best fixed and mobile networks, broadest portfolio of ICT services and solutions, and trusted partner for 60 years.


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