Feeds

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

SLAs? Only if you're a multinational

Choosing a cloud hosting partner with confidence

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
YOU are the threat: True confessions of real-life sysadmins
Who will save the systems from the men and women who save the systems from you?
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
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

Choosing cloud Backup services
Demystify how you can address your data protection needs in your small- to medium-sized business and select the best online backup service to meet your needs.
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.
Reg Reader Research: SaaS based Email and Office Productivity Tools
Read this Reg reader report which provides advice and guidance for SMBs towards the use of SaaS based email and Office productivity tools.
Choosing a cloud hosting partner with confidence
Download Choosing a Cloud Hosting Provider with Confidence to learn more about cloud computing - the new opportunities and new security challenges.
New hybrid storage solutions
Tackling data challenges through emerging hybrid storage solutions that enable optimum database performance whilst managing costs and increasingly large data stores.