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.

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?

It is with consideration of such boggling thoughts that any Service Provider will take great caution on how and what type of an SLA need be in place in regard to the undersea cable connection(s).

All in all, the bottom line is - KDN would wish to plug in an SLA with every customer once it is confirmed tenable by both parties. You can be sure we do this so as to keep up the tempo in providing satisfactory services to our esteemed customers.

Rgds,
Dan O.Kwach,
Kenya Data Networks.


Sent from my BlackBerry® smartphone from Zain Kenya

From: Odhiambo ワシントン
Date: Mon, 24 Aug 2009 22:44:07 +0300
To: <dan.kwach@kdn.co.ke>; Skunkworks forum<skunkworks@lists.my.co.ke>
Subject: Re: [Skunkworks] SLA on Submarine Fiber



On Mon, Aug 24, 2009 at 7:28 PM, <dan.kwach@kdn.co.ke> wrote:
Washington,

Let us get the finer details and provide proper feedback.

Am sure this will clearly be understood should it be KDN being referred to. Also hope you exploited all channels at getting answers in this regard with the provider.

@Dan,

When an Account Manager tells you (before you sign up) that they (read the company) will give an SLA on the service, only to turn around and tell you that "actually, she's reliably informed the company does not give SLA on submarine cable service", what else do you do? Which channel do you follow? It's never possible to get to talk to someone (at a higher level than ) other than the Account Manager.
As it stands, I asked the Account Manager to put the same on "paper" (e-mail) that that is the case. That did not come forth! If you'd like more details, I am here to answer any questions but only after you say it in open daylight whether or not KDN gives SLAs on fiber connection.
 

--
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
________________________
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