Author Archives: Denis Sutherland

A Single View of the Truth: Communicating with your customers – is more information better?

Denis SutherlandBy Denis Sutherland

SatManage dashboards provide easy-to-view info

Don’t you wish you had more emails? Information? More things to read?

I hate to say it, but the cliché is true: people are overloaded with information these days. We have every means capable to stay in touch 24×7 with family, friends and work. How are you staying on top of emails, tweets, LinkedIn updates, and Facebook posts?  How do you make sure your customers have the right filter to save only the most important information?

Although this article from The Economist discusses reports from data networks, satellite networks also produce a plethora of data to be analyzed in the same manner. Your satellite network will generate lots of information like alarms, stats, messages, outages and thresholds, but which ones are the most significant? And, more importantly, what does your customer want to know? Does this network outage impact the high-level customers? Which customers have stringent SLAs? How can we ensure the customers are meeting SLAs when the operations staff is obscured by a wave of unimportant data?
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Negotiating SLAs: Taking the Emotion out of Assessments

Denis SutherlandBy Denis Sutherland, dsutherland@idirect.net

In our previous posts I told you about Service Level Agreements and why they are crucial to your business. An SLA is a contract between you and your customer stipulating that your company will respond to any crisis or critical requirement within a specified amount of time. I also discussed running SLA reports and how an SLA can help you address new markets. Reports are important because they define the minimum service above which the service delivered is deemed acceptable and they document the service provider’s adherence against contractual obligations.

Now we’re going to discuss negotiating an SLA, which is another aspect of managing your SLAs.

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SatManage SLA Manager Tool: Simplified Reporting

Denis SutherlandBy Denis Sutherland, dsutherland@idirect.net

Earlier we told you about Service Level Agreements and why they are crucial to your business.

Now we’re going to discuss running SLA reports, which is one part of managing your SLAs. Reports are important because they define the minimum service above which the servicer delivered is deemed acceptable. SLA reports document the service provider’s adherence against contractual obligations. Therefore, the reports are often less detailed than performance reports used by network operators.

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Retain Customers with Service Level Agreements

Denis SutherlandBy Denis Sutherland, Systems Engineering Manager

A Service Level Agreement (SLA) is essentially a contract between you and your customer stipulating that your company will respond to any crisis or critical requirement within a specified amount of time.  For example, you could write into your SLA that if a customer’s network crashes, tier one support will respond with a phone call within 30 minutes and start to troubleshoot. With this kind of guarantee, customers will be more willing to sign on for service or an upgrade to their own network with your offered technology.

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