The business benefits

Ooredoo provides two types of Service Level Agreements (SLAs):

• Business Class SLA: a standard offer, covering base-line assurances.
• First Class SLA: offered with more stringent objectives for full redundancy and diversity as a packaged solution.

Both types of SLAs can:

• Help align services with business delivery.
• Provide a clear and open framework to improve communication and effectiveness.
• Facilitate improved service delivery and support continuous improvement.
• Improve mutual understanding between parties of the services and the interdependencies involved in the delivery of services.

When an SLA is chosen, Ooredoo will outline agreed measures against which the service will be delivered. The level of service can be considered as a ‘target’ or ‘minimum’ level, giving customers a view of what to expect while providing a measurable target value that shows the level of service performance.