Feeds

Vodafone promises a response if you're really, really big

SLAs? Only if you're a multinational

Internet Security Threat Report 2014

Vodafone has published a standard set of response times for multinational customers, guaranteeing them a minimum level of service across 15 countries with the rest of the world to follow.

Contracts with multinational companies generally have agreed levels of service, but Vodafone has made its guaranteed response times public to reassure customers and encourage greater dependence on the operator.

The company promises to send out new SIMs within two working days, and devices within three days. Incidents will be responded to within four hours, while faults will be addressed within eight.

Applying time limits to technical fixes is risky: your reporter once worked as a maintenance engineer for a large IT company and regularly saw bosses cancelling calls and re logging them. This kept the call-to-fix down below four hours, while increasing the apparent number of machines fixed - a win-win for everyone. Except the customer.

Service Level Agreements are generally written to prevent such gerrymandering, though not always, but it's interesting to see what Vodafone considers the minimum acceptable delays for its multinational customers and how that compares with the company's treatment of the proles.

It will be equally interesting to see if any rival vendors are brave enough to follow its lead and make a song and dance over service levels. ®

Beginner's guide to SSL certificates

More from The Register

next story
Download alert: Nearly ALL top 100 Android, iOS paid apps hacked
Attack of the Clones? Yeah, but much, much scarier – report
Broadband sellers in the UK are UP TO no good, says Which?
Speedy network claims only apply to 10% of customers
Virgin Media struck dumb by NATIONWIDE packet loss balls-up
Turning it off and on again fixes glitch 12 HOURS LATER
BEST EVER broadband? Oh no you DIDN'T, Sky – ad watchdog
Rival BT moaned that claim was misleading
Fujitsu CTO: We'll be 3D-printing tech execs in 15 years
Fleshy techie disses network neutrality, helmet-less motorcyclists
Facebook, working on Facebook at Work, works on Facebook. At Work
You don't want your cat or drunk pics at the office
Soz, web devs: Google snatches its Wallet off the table
Killing off web service in 3 months... but app-happy bonkers are fine
prev story

Whitepapers

Why and how to choose the right cloud vendor
The benefits of cloud-based storage in your processes. Eliminate onsite, disk-based backup and archiving in favor of cloud-based data protection.
Forging a new future with identity relationship management
Learn about ForgeRock's next generation IRM platform and how it is designed to empower CEOS's and enterprises to engage with consumers.
High Performance for All
While HPC is not new, it has traditionally been seen as a specialist area – is it now geared up to meet more mainstream requirements?
Getting ahead of the compliance curve
Learn about new services that make it easy to discover and manage certificates across the enterprise and how to get ahead of the compliance curve.
Top 5 reasons to deploy VMware with Tegile
Data demand and the rise of virtualization is challenging IT teams to deliver storage performance, scalability and capacity that can keep up, while maximizing efficiency.