Companies looking to signvirtual network operatorcontracts in
an attempt to slash their communications costs must write
tightservice level agreements (SLAs)into
their contracts to avoid problems, says a major VNO
customer.
Vesuvius, a key international supplier of refractory products
used in the steel making industry, has just renewed its
communications deal with
VNO Vanco, but only after some hard bagaining after
experiencing a number of service difficulties with the
supplier.
Vanco, which is holding its annual press and customer event in
Barcelona this week, provides a patchwork of services from more
than one communications supplier to customers, to enable them to
get the best deals for their communications.
But after experiencing a number of previous service difficulties
with Vanco, Vesuvius, which is part of the British publicly quoted
Cookson Group, played hard ball when it came to renewing its
contract with Vanco.
A previous three year deal saw the firm experience various
problems with its global network, including the non-delivery of
services in the US and the late shipment of hardware to support its
global network.
Vesuvius CIO Pierre Combemale, said, "We previously had issues
stemming from the US, where part of the contract was managed
from.
"Vanco was still growing over there, and we had to sit down with
Vanco to have a serious discussion about SLAs before we decided to
renew."
Combemale said any repeated network failures would now allow the
firm to tear up the new £3m-plus five-year contract, which is under
constant review on issues covering project implementation
guarantees, and stringent administrative SLAs covering accurate
billing, invoicing and documentation.
Vanco CEO Allen Timpany said of the previous problems
experienced by his customer, "Those problems have now been ironed
out, and we have already bought a US VNO to extend our presence
over there and help grow the business with a better service.
"Vesuvius has renewed which is obviously good for us, but
sometimes it is good to have a fight and sort things out."