Any one created an SLA for cutomers in MTE ?

Hey d

I emailed you a copy of ours..

As you know DSL service is not a tier one service and there is only so much you can offer as a guarantee as there are alot of variables that enter into guarantying service some of which you can control and others you have no control over.

George

SLA's for any scenario where you do not control at least the layer 3 bandwidth is a lost cause. It's funny, when people's cell phone calls drop, they don't pick up a gun and go to their nearest corner-store sales joint and threaten the clerk. But that's about what they do every time a VoIP call drops. Since it's a phone and sits on their desk, they expect it to work like the 100-year $10000000000 old device it replaced. What needs to happen is to set customer expectations appropriately, and set language in your agreements where they understand it's not a 100-year old technology designed to be nuclear-attack fault tolerant, as the old Bell system was (is). Additionally, their own network will cause more problems than anything else most of the time, and your application is running on that network. So you don't want to give an SLA for their screwed-up network, which it is about half the time.

Wanna see BroadVoice's? It basically says if the customer does ANYTHING that cost BroadVoice more than they make off the customer they will bill them $100 per day retroactively AND kick them off their network.

1.3.1 Residential Use of Service

If you have subscribed to BroadVoice's Residential services, the Service is provided to you as a single usage (user) residential plan, for your own personal, residential, non-business and non-professional use. This means that you agree not to use, and may not use, the Service for any commercial activities, governmental activities, profit-making activities, and/or non-profit activities, including but not limited to home office, business, sales, tele-commuting, tele-marketing, auto-dialing, continuous or extensive call forwarding, call relaying, fax broadcast, fax blasting and any other activity that would be inconsistent with normal residential usage patterns. This also means that you agree not to, and may not, sell, resell or transfer the Service to any other person for any purpose, or make any charge for the use of the Service, without the prior express written permission from BroadVoice. You agree that if BroadVoice determines in its sole discretion that you have used the Service, and/or anyone else has used the Service for any activities and purposes prohibited by this section it may immediately charge you BroadVoice's higher rates for its Business service for all periods, including past periods, in which you use, or used, the Service for such prohibited activities together with a US$100.00 administrative fee for same, and that BroadVoice may immediately charge such amounts on your credit card. BroadVoice reserves the right to immediately terminate and subject you to the disconnect fee pursuant to Section 7.6 or modify the Service, if BroadVoice determines, in its sole discretion, that Customer's Service is being used for such prohibited activities or in any other manner prohibited by this Agreement. In addition to and without prejudicing or waiving any other remedies that it is entitled to, BroadVoice, after it has determined in its sole discretion that you have violated this Section 1.3.1, may retroactively charge you $.05 per minute for all US and Canadian calls made since the activation of your account. Violations of this Section 1.3.1 regarding International calls will likewise be retroactively billed at the then current published rates. You agree that any payment made to BroadVoice pursuant to this section is made as liquidated damages and not as a penalty, because it would be difficult if not impossible to ascertain damages. In the event that BroadVoice has to take legal action to enforce the provisions of this section, the prevailing party shall be entitled to its reasonable expenses, including attorney’s fees, regardless of whether in house or outside counsel is employed. If in house counsel is employed, billing shall be at the rate of $300.00 per hour and billed in six minute increments.

1.3.2 Business Use of Service

If you have subscribed to BroadVoice's Business services, the Service is provided to you as a business user. This means that you agree not to, and may not, sell, resell or transfer the Service to any other person for any purpose, or make any charge for the use of the Service, without the prior express written permission from BroadVoice. You agree that the BroadVoice Business Plan does not confer the right to use the Service for auto-dialing, call center activities, continuous or extensive call forwarding, call relaying, telemarketing, fax broadcasting or fax blasting, and that you may not use the Service for those purposes. BroadVoice reserves the right to (1) immediately terminate or modify the Service, and (2) charge an administrative fee of US$100.00 per day of service during which Customer engaged in prohibited activities, if BroadVoice determines, in its sole discretion, that Customer's Service is/was being used for such prohibited activities or in any other manner prohibited by this Agreement.

http://www.broadvoice.com/terms.html

Wow, it's like Broadcom picks up a gun and threatens the customer every time a call drops.

"Gimme ur hundred bux!!"