> 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
>
>