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Virtela Introduces Industry-Leading Enhancements to Global Service Level Agreement Portfolio7 December 2005
Virtela, a global network solutions company, today launched a series of enhanced service level agreements (SLAs) across its managed network services portfolio. Highlight of the launch is the industry's first global guarantee of 100% billing accuracy and timely resolution of potential billing errors. New SLA enhancements related to network delivery include the first global performance guarantees, granular down to the country level, for managed DSL VPN services; the extension of service installation guarantees to more than 190 countries; and network and CPE mean-time-to-repair guarantees of less than four hours worldwide, including local loop service.
Virtela's unique multi-carrier network model delivers the highest degree of network availability and reliability, enabling the company to further enhance end-to-end performance guarantees on a worldwide basis. Virtela's Global Service Fabric aggregates and integrates leading networks from more than 230 best-in-class providers around the world, optimally routing customer traffic over the best-performing network at any given time, with dynamic fail-over between carriers in the event of network degradation or failure.
"Virtela's track record of success has led to a package of service commitments that break new industry ground, with guarantees that significantly reduce risks for multinational customers," said Jeff Kaplan, managing director of THINKstrategies, an independent consulting firm that today published a profile about Virtela's unique managed services model and offerings. "The company's commitment to service quality goes beyond its network solutions to address widespread enterprise frustration over service provider billing errors, promising customers accurate bills so they don't have to worry about overcharges or time-consuming error resolution disputes."
Virtela now offers the following enhanced global end-to-end SLAs, which apply both on-net and off-net:
* Global Billing SLA: Guarantees 100% billing accuracy and resolution of
billing errors within the next billing cycle
* Global DSL VPN SLA: Guarantees network availability, packet loss,
latency and MTTR to more than 100 countries; includes country- and
location-specific SLAs
* Global Installation SLA: Guarantees service installation timeframes in
more than 190 countries
* Global Network Mean-Time-To-Repair SLA: Guarantees reinstatement of
service in four hours or less -- including local loop service -- in
the event of a network outage
* Configuration Change SLA: Guarantees completion of requested changes
within four hours (emergency) or 24 hours (standard)
These SLAs augment Virtela's existing industry-leading standard SLAs for performance metrics such as availability, latency, packet loss and jitter (including guarantees specific to MPLS class of service) and outage reporting.
Virtela's world-class Network and Security Operations Centers (NOC/SOC) provide proactive 24x7 monitoring and management, delivering an unmatched level of service in support of these SLAs. Enterprises maintain visibility and control over their environments and can leverage the VirtelaView(SM) web portal to view real-time performance and in-depth reports about their network to easily track their SLAs.
VirtelaView also provides customers with access to a single, simple-to-understand online bill for all services, provided in the customer's currency of choice. Industry research suggests that for large enterprises, telecom billing errors can result in more than $8 million a year in lost profits.
"Virtela was founded to help relieve enterprise networking pain points so customers can focus on their core businesses. In that vein, we are committed to making service level agreements as extensive and as easy to use as possible," said Virtela CEO Larry Morgan. "Telecom services are generally one of the largest and most decentralized areas of enterprise spending which makes billing prone to error. We help alleviate the need to dedicate internal staff or hire third-party consultants to reconcile bills by guaranteeing that Virtela's bills are right the first time, and if we fall short, making it as swift and easy as possible to rectify."
To receive a copy of the THINKstrategies profile of Virtela, please visit http://www.thinkstrategies.com.
About Virtela
Virtela Communications Inc. delivers award-winning network and security solutions to many of the world's largest and fastest-growing multinational companies. Currently serving customers across six continents, Virtela's network reach spans more than 190 countries. Virtela's unique Internet Protocol Service Fabric (IPSF) and MPLS Service Fabric (MPLS-SF) offer the foundation for delivering all critical business applications via the company's acclaimed service methodology, with a services suite that includes IP-based Virtual Private Networks (VPNs), security services, Voice over IP, Video over IP, and network consulting services.
Virtela is headquartered in Denver, Colorado, with a second Network Operations Center in Mumbai, India. Virtela is a member of Juniper Networks' (Nasdaq: JNPR) Managed Network Solutions Preferred Alliance Program. For more information, please call +1 (720) 475-4000 or visit http://www.virtela.net.
Source: prnewswire
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