Sep, 2001 : E^deltacom Revises SLA, Guarantees 100% Uptime
📅 - e^deltacom (edeltacom.com -> ionos.com), the data center solutions division of ITC^DeltaCom, Inc., yesterday announced it will provide network and service level agreements unique from others in the industry.
The agreements - guaranteeing to provide 100 percent Internet access andpower uptime - are designed for business customers requiring the highestlevels of availability and performance. The enhanced SLAs take services tonew levels in the server co-location market by guaranteeing 100 percentInternet access and 100 percent power availability. In addition, theenhanced SLAs provide higher guaranteed levels of service for overallnetwork performance and include provisions guaranteeing environmentalconditions inside e^deltacom's 376,000 square foot data center.
"It's no longer an option for today's service providers to deliver highlevels of guaranteed performance - it is a necessity," said e^deltacomSenior vice president and General manager Steve Johnson. "We've implementedhigh-level SLAs, not only promising 100 percent guaranteed network uptime,but also delivering an enhanced level of performance that our customers havecome to expect."
The e^deltacom SLAs deliver a complete network guarantee includingcomprehensive metrics, performance targets and guaranteed networkperformance levels. The guarantee provides network performance metrics toassure customers that their data is delivered quickly and reliably.
In a move to demonstrate the company's commitment to network performance,the new SLAs will guarantee end-to-end performance of Internet traffic byproviding guaranteed response levels as measured by Keynote Systems, Inc.e^deltacom will guarantee that average response times between the KeynoteGlobal 50 and the e^deltacom data center will not exceed 85 milliseconds.
"Most Internet Data Centers only guarantee traffic performance for data thatstays on their own networks," said Dana Tardelli, research analyst withAberdeen Group, a leading market research and strategic consulting firm."e^deltacom has taken that concept one step further by offering SLAs thatare based upon its ability to effectively design and manage the transitpeering agreements the company has with major tier one providers. This istruly a key differentiator for e^deltacom."
In times of rolling blackouts and power losses, e^deltacom has placed itslargest investment into promoting a continuous power supply. The new SLAsguarantee 100 percent uptime of power to the customers' cabinets or cages,and one-half of one percent packet loss. e^deltacom will guarantee latencyacross the Internet relative to the Keynote Global 50, a performance measureset forth by Keynote Systems.
e^deltacom is demonstrating its confidence in its environmental protectionby adding environmental guarantees to its service level agreements. The newagreements will provide service credits if either the temperature or thehumidity levels vary over the month. "After talking with various customersabout what they wanted or expected from their service providers, we realizedthat a commitment to quality service ranked on top," continued Johnson. "Oneof the key objectives for this entire process was to simplify the contractsso that it is perfectly clear what our financial obligations are to ourcustomers, as well as the level of commitment we've placed into providingthe best quality service available."
e^deltacom also is simplifying the language used to describe customercredits in the event that an agreement is breached. If any of theseguarantees are not met, the customer proactively and automatically receivesservice credits from e^deltacom, beginning immediately after the downtimebegins. Further exemplifying the company's commitment to quality andcustomer satisfaction, the Internet access and power service credits will beawarded based upon the customer's entire monthly recurring charge, ratherthan just the service in question.
The agreements - guaranteeing to provide 100 percent Internet access andpower uptime - are designed for business customers requiring the highestlevels of availability and performance. The enhanced SLAs take services tonew levels in the server co-location market by guaranteeing 100 percentInternet access and 100 percent power availability. In addition, theenhanced SLAs provide higher guaranteed levels of service for overallnetwork performance and include provisions guaranteeing environmentalconditions inside e^deltacom's 376,000 square foot data center.
"It's no longer an option for today's service providers to deliver highlevels of guaranteed performance - it is a necessity," said e^deltacomSenior vice president and General manager Steve Johnson. "We've implementedhigh-level SLAs, not only promising 100 percent guaranteed network uptime,but also delivering an enhanced level of performance that our customers havecome to expect."
The e^deltacom SLAs deliver a complete network guarantee includingcomprehensive metrics, performance targets and guaranteed networkperformance levels. The guarantee provides network performance metrics toassure customers that their data is delivered quickly and reliably.
In a move to demonstrate the company's commitment to network performance,the new SLAs will guarantee end-to-end performance of Internet traffic byproviding guaranteed response levels as measured by Keynote Systems, Inc.e^deltacom will guarantee that average response times between the KeynoteGlobal 50 and the e^deltacom data center will not exceed 85 milliseconds.
"Most Internet Data Centers only guarantee traffic performance for data thatstays on their own networks," said Dana Tardelli, research analyst withAberdeen Group, a leading market research and strategic consulting firm."e^deltacom has taken that concept one step further by offering SLAs thatare based upon its ability to effectively design and manage the transitpeering agreements the company has with major tier one providers. This istruly a key differentiator for e^deltacom."
In times of rolling blackouts and power losses, e^deltacom has placed itslargest investment into promoting a continuous power supply. The new SLAsguarantee 100 percent uptime of power to the customers' cabinets or cages,and one-half of one percent packet loss. e^deltacom will guarantee latencyacross the Internet relative to the Keynote Global 50, a performance measureset forth by Keynote Systems.
e^deltacom is demonstrating its confidence in its environmental protectionby adding environmental guarantees to its service level agreements. The newagreements will provide service credits if either the temperature or thehumidity levels vary over the month. "After talking with various customersabout what they wanted or expected from their service providers, we realizedthat a commitment to quality service ranked on top," continued Johnson. "Oneof the key objectives for this entire process was to simplify the contractsso that it is perfectly clear what our financial obligations are to ourcustomers, as well as the level of commitment we've placed into providingthe best quality service available."
e^deltacom also is simplifying the language used to describe customercredits in the event that an agreement is breached. If any of theseguarantees are not met, the customer proactively and automatically receivesservice credits from e^deltacom, beginning immediately after the downtimebegins. Further exemplifying the company's commitment to quality andcustomer satisfaction, the Internet access and power service credits will beawarded based upon the customer's entire monthly recurring charge, ratherthan just the service in question.
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Company: edeltacom.com [edeltacom.com -> ionos.com]
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