Info on Waranties, SLA's, Quality of services and consumer rights and responsibilities all available at http://www.cck.go.ke/consumer_fact_sheets/ On Tue, Aug 25, 2009 at 6:04 PM, nyarotho kennedy <kenyarotho@gmail.com>wrote:
Anybody from CCK to read the Riot Act here?
On 8/25/09, dan.kwach@kdn.co.ke <dan.kwach@kdn.co.ke> wrote:
Hi Wash,
I will in no way change your stand. Thanks for the info.
Rgds, Dan
Sent from my BlackBerry(R) smartphone from Zain Kenya
-----Original Message----- From: Odhiambo ワシントン <odhiambo@gmail.com>
Date: Tue, 25 Aug 2009 17:06:06 To: <dan.kwach@kdn.co.ke> Cc: Skunkworks forum<skunkworks@lists.my.co.ke> Subject: Re: [Skunkworks] SLA on Submarine Fiber
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
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: 26
Number of failures: 0
Operation time to live: Forever
BTW- We - read Skunks! Really need also redefine the local objectives
for
an SLA to some level. Is the SLA meant to push for financial penalties on the Providers/ISP end to the customer or is it meant to challenge the Provider/ISP deliver better services to the customer? Of the 2, which should be our focus?
Both! When you go to a shop to buy an LG TV and insist on a warranty on the same? Simply answer. An SLA is a warranty that you will _deliver_ to the client, so that you do not promise what you can't deliver. It's not for financial penalties - but that only comes as a consequence of you not delivering. Why would I sign a contract without an SLA? What the hell is the contract for? Think about it:-)
-- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ "If you have nothing good to say about someone, just shut up!." -- Lucky Dube
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