MCI announced Wednesday that it has improved its service-level agreement for its Managed Network Service customers.
The carrier has changed its mean-time-to-repair (MTTR) guarantee to a time-to-repair (TTR) guarantee and has improved its network availability SLA.
With a MTTR guarantee a carrier is using a monthly average for all repairs made within one month. With MCI’s TTR SLA, the carrier says it is actually guaranteeing each incident will be repaired within 3.5-hours.
The 3.5-hour TTR SLA applies to Managed Network Service customers in the U.S. Previously the carrier offered a 3.5-hour MTTR guarantee.
The carrier is also offering a four-hour TTR guarantee for third-party network connectivity. Previously MCI did not offer an MTTR or TTR guarantee for network connectivity provided by another service provider.
The guarantee only applies to third-party network connectivity from ten service providers. Those providers are AT&T, Sprint, Verizon, SBC, BellSouth, Qwest, NTT, Equant, BT and Deutsche Telekom. MCI says it is regularly reviewing the list and may add carriers.
MCI is also now offering its global Managed Network Service customers a four-hour TTR guarantee. The carrier was offering a five-hour MTTR SLA.
The global SLA applies to users in Australia, Austria, Belgium, Canada, Denmark, Finland, France, Germany, Hong Kong, Ireland, Italy, Japan, Luxembourg, Netherlands, Norway, Singapore, South Korea, Spain, Sweden, Switzerland and the U.K.
MCI offers a six-hour TTR guarantee for Managed Network Service customers in other regions of the world.
The carrier has also improved its network availability SLA. Customers with dual routers and dual circuits and those with ISDN, DSL or dial-up back up were offered a 99.9% network availability guarantee.
MCI is now offering a 100% site availability and 99.95% site availability guarantee for dual router/dual circuit and ISDN, DSL and dial-up back up customers respectively.
MCI has also improved its change management SLA. The carrier now promises that all changes, such as router reconfigurations, port changes or changes to access control lists, will be completed within 24-hours. Previously the carrier guaranteed changes would be made within 72-hours.
The new gurantees are specifically for Managed Network Service customers that also have an MCI network and maintenance contract.
