On Tue, Aug 25, 2009 at 7:42 AM, <dan.kwach@kdn.co.ke> wrote:

Wash,

The fact is: KDN does NOT provide an SLA for the submarine fiber just yet.

Reason: The details of such an SLA are being worked on. We have some considerations to make with such an SLA. The ever prolonged outage due to faults on the seaside is but a major contributor.

KDN Purposes to put in place a meaningful SLA especially once we have redundancy on the Undersea cable through TEAMS besides KDN's redundant terrestrial fiber to Msa via Garissa. This loose arrangement in regard to the SLA is a point that KDN ensures a customer well understands before-hand. >From your explanation, it appears the SLA was discussed as an afterthought between you and an Account Manager after you had your connection activated.

Dan, let me get this clear. I was paying US$ 1,189/mo for a 256/256kbps with KDN on Satellite since November last year and KDN never gave any SLA. I raised this issue with the Account Manager even before signing up for the submarine connection. So let me ask: Does a customer always have to request for the SLA or does it form part of the contract that KDN makes with the client? In my case, I raised the issue of the SLA before hand, given that I di dnot get any with the previous service. I was rather shocked when I was told there will be no SLA. Forget your argument that KDN is still working on redundancy, which I feel is mere PR.
I just think you should not be selling to me something I consider so critical to business operations without SLA. It makes me think again and ask: Why is KDN in a hurry to sell a service that it know it can't guarantee as yet? Your position makes me think Access Kenya has a way with customers - they are not selling the submarine fiber connectivity as yet but have clients connected to it and guess what, the quality of the AK link is much better:

AccessKenya:

C2811-Telecity#sh ip sl mo st 10

Round trip time (RTT) Index 10

Latest RTT: 227 ms

Latest operation start time: 09:59:06.155 GDT Thu Aug 20 2009

Latest operation return code: OK

RTT Values

Number Of RTT: 40

RTT Min/Avg/Max: 205/227/262 ms

Latency one-way time milliseconds

Number of one-way Samples: 40

Source to Destination one way Min/Avg/Max: 118/122/136 ms

Destination to Source one way Min/Avg/Max: 85/105/140 ms

Jitter time milliseconds

Number of Jitter Samples: 39

Source to Destination Jitter Min/Avg/Max: 1/4/13 ms

Destination to Source Jitter Min/Avg/Max: 2/12/36 ms

Packet Loss Values

Loss Source to Destination: 0 Loss Destination to Source: 0

Out Of Sequence: 0 Tail Drop: 0 Packet Late Arrival: 0

Voice Score Values

Calculated Planning Impairment Factor (ICPIF): 0

Mean Opinion Score (MOS): 0

Number of successes: 19

Number of failures: 0

Operation time to live: Forever

KDN:

C2811-Telecity#sh ip sl mo st 9

Round trip time (RTT) Index 9

Latest RTT: 232 ms

Latest operation start time: 09:13:06.184 GDT Thu Aug 20 2009

Latest operation return code: OK

RTT Values

Number Of RTT: 40

RTT Min/Avg/Max: 217/232/245 ms

Latency one-way time milliseconds

Number of one-way Samples: 40

Source to Destination one way Min/Avg/Max: 121/124/127 ms

Destination to Source one way Min/Avg/Max: 92/107/119 ms

Jitter time milliseconds

Number of Jitter Samples: 39

Source to Destination Jitter Min/Avg/Max: 1/2/5 ms

Destination to Source Jitter Min/Avg/Max: 1/10/24 ms