Sprint Receives MPLS SLA Award from Frost & Sullivan
Praising Sprint's innovative and transparent approach to service level agreements, the global analyst organization Frost & Sullivan has honored Sprint with its
2010 North American Product Leadership Award
for MPLS Network Service Level Agreements.
Sprint easily outdistanced two major competitors who were also considered for the award, and won strong praise from Frost & Sullivan for several aspects of our SLA approach.
For the award, the judging looked at product features and functionality, innovation, market acceptance, customer value enhancements, and quality. To evaluate providers across multiple business performance categories, Frost & Sullivan employed its Decision Support Matrix, an analytical tool that compares companies' performance relative to each other with an integration of quantitative and qualitative metrics.
Sprint's overall Decision Support Matrix score was 8.40, which reflected scores of 9 in the features and functionality and customer value enhancements categories, with scores of 8 in the other categories. Sprint was the only provider to score a 9 in any category, and its overall score of 8.40 was head and shoulders above the scores of 7.2 and 7 for the other competitors analyzed by Frost & Sullivan.
In comments on each of the categories, Frost & Sullivan had praise for Sprint and the way we offer SLAs. For instance, the firm took pains to point out that Sprint is the only one of the three providers that offers standardized performance SLAs not only for node-to-node traffic, but also end-to-end, right to the customers' premises.
Regarding innovation, Frost & Sullivan observed that "Sprint combines high-level network performance, aggressive SLA terms, and transparency in communications to create a competitive differentiator. The company believes its MPLS backbone is technologically superior to competitors' networks, and in fact, its actual network performance, which consistently far exceeds its SLA triggers, is among the best in the industry."
Noting how Sprint prides itself on transparency, Frost & Sullivan credited Sprint with doing a "superior job" of explaining SLAs in clear terms and making SLA terms and conditions and performance metrics easy to find and understand.
"Sprint's performance metrics on the public website are fed from its sophisticated network management system, Compass. The company offers public access to an array of network performance metrics and maps for the domestic and global IP networks," Frost & Sullivan wrote. "In an easy-to-read table the company posts a year's worth of monthly performance data covering delay, packet loss, delivery rate, and jitter - alongside the committed SLA metric for each category. A clickable map allows users to view near-real-time statistics associated with international routes, along with the time they were last updated."
Sprint and Frost & Sullivan agree that SLAs need to recognize how customers manage their networks, be well-communicated so prospective customers can easily factor the SLA into their decision process and reference it as a benchmark, and be backed by a continual flow of communications concerning real-time network performance data. That philosophy helped Sprint win the award and kudos from Frost & Sullivan.
As the firm summarized, "Sprint combines high-level network performance and aggressive SLA terms to create a competitive differentiator. The company believes its MPLS backbone is technologically superior ... and in fact, the company's network consistently showed the highest performance levels.
"Further, Sprint's willingness to openly and publicly share SLA metrics and performance metrics, as well as its high level of compensation offered, add up to a product-enhancing SLA approach."
We couldn't have said it better ourselves.