Global service level agreement (SLA) offers:
- greater transparency and predictability for multinationals’ communications spend and management
- consistent performance levels in managed mobility services in selected countries around the world
Vodafone Global Enterprise – the division of Vodafone which manages the communications needs of the largest multinational companies worldwide – is launching a standard global Service Level Agreement (SLA) to guarantee performance levels across the globe.
As the economic downturn makes multinational enterprises even more reliant on effective communications, the global SLA is designed to give managers greater transparency and predictability.
The SLA will give customers globally consistent and guaranteed performance levels for a range of key communications services including device delivery and incident response, as well as access to reports on network performance and spend management trends across diverse markets.
The first standardised SLA in the mobile industry to cover a multiple country footprint, the initial rollout will include 15 countries, covering 80 per cent of customers’ connections with further expansion determined by demand.
The standard offering, available free of charge for Vodafone’s Global Enterprise customers, includes:
- Committed dispatch times for SIM cards and mobile devices
- Fault/incident response commitments
- Guaranteed handset repair times
- Monthly SLA performance reporting
- Monthly network performance reporting for voice and data
- Proactive notifications of major incidents
- Access to a basic version of Vodafone Spend Manager for cost interrogation and control
Customers are able to customise the standard offering for an additional cost to meet specific needs such as:
- Enhanced service levels for key executives, business critical functions or mobile workers
- A centralised interface for billing enquiry and resolution
The importance of effectively managing corporate communications to an agreed standard on a global scale has never been more critical for multinationals.
The recession is obliging companies to reduce travel costs through deploying more innovative communication solutions. At the same time, modern workforces are becoming less office based, meaning that employees expect to be able to work whenever and wherever they want.
“Recessionary times are a strong catalyst for multinational corporates to take action and reinvent the way they buy and use communications services,” said Nick Jeffery, Director of Vodafone Global Enterprise. “To get the most from their global scale and to simplify their operations, multinational corporates are placing more of their communications services in our hands. The launch of global SLAs recognises the importance of these customers and our commitment to meeting their needs for greater transparency, consistency and predictability.”
“Our customers have told us that there is a need for consistent global service levels in the delivery of devices, performance reporting and incident handling,” said Walter Kok, Director of Customer Service Operations. “We are setting a new industry standard through our commitment to a standardised global SLA, putting the CIOs of multinational corporates firmly in control of their communications services.”
For further information:
Vodafone Group Media Relations:
Tel: +44-1635 664 444
Vodafone is the world's leading international mobile telecommunications company, with equity interests in 27 countries and Partner Markets in more than 40 countries. As of 31 December 2008, Vodafone had approximately 289 million proportionate customers worldwide. For further information, please visit www.vodafone.com.
About Vodafone Global Enterprise
Vodafone Global Enterprise was established in April 2007 and provides managed communications services to many of the world’s leading global companies. It operates across five regions: Northern Europe; Central Europe; Southern Europe; the Americas; Asia Pacific and Africa with teams based in 21 countries across the globe. Vodafone was positioned by Gartner in the leaders’ quadrant in their ‘Magic Quadrant for Pan-Western European Mobile Service Providers’ report 2008, and Vodafone Global Enterprise won the ‘Best Mobile Enterprise Service’ category at the 2009 Global Mobile Awards at Mobile World Congress.
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