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The role of SLAs

It is widely accepted that the provision of data services should be governed by a “commitment”. At Ooredoo the data services we deliver to business customers can be backed by an SLA (or service level agreement), which stands as a written guarantee from Ooredoo to maintain the service required at the highest possible standard. And, if we fail to meet this commitment, our business customers are entitled to free credit.

An SLA records a common understanding about:
  • Services.
  • Priorities.
  • Responsibilities.
  • Guarantees.
  • Warranties.

It provides a reference document during performance monitoring and to ensure services are delivered to the quality specified.

Ooredoo SLAs are comprehensive, and are used to manage the services of business customers around certain key parameters with clearly defined objectives. These include availability, performance, incident management and reliability.