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Wireless Service Level Agreements: What Buyers Say


Description: The Service Level Agreement (SLA) continues to increase in importance in the corporate wireless provider selection process, according to our October 2005 survey of more than 600 corporate contract decision-makers. While the SLA is still most important to the large enterprise-sized businesses, the SLA ranked sixth across companies of all sizes in 2005, up from seventh in the 2004 survey. This move was slowed by the interest in Global Roaming Plans, which was a new decision factor topping most customer segment rankings this year. As wireless carriers work to differentiate their enterprise offerings, corporate buyers were asked to identify the most important decision factors beyond the critical three (price, service quality, and geographic coverage) when selecting a preferred provider. This report identifies where the SLA ranks in importance depending on company size, vertical market, and who is involved in the decision making process.


Contents: Executive Summary

Methodology

Introduction

US Corporate Wireless Usage

The SLA Fit in the Wireless Package

Voice Service SLAs

Data Service SLAs

Other Key Satisfaction Factors:

Customer View

SLA Importance as a Decision Factor

SLA Importance by Company Size

SLA Importance by Decision-Maker

Key Desired SLA Attributes

Service Provider View

Service Provider SLA Profiles

Conclusion
List of Tables
Table 1. SLA Importance Ranking by Company Size, 2004 and 2005
Table 2. Average Percentage of Employees Using Wireless Voice Services, by Company Size, 2004 and 2005
Table 3. Average Percentage of Employees Using Wireless Data Services, by Company Size, 2004 and 2005
Table 4. Top Decision Factors for Large Businesses (Employees with 1,000+ Employees), 2005
Table 5. SLA Importance Ranking by Company Size, 2004 and 2005
Table 6. SLA Importance Ranking by Vertical Market, 2005
Table 7. SLA Importance by Decision-Maker Involvement, 2005
Table 8. Importance of SLA Commitments as Purchase Criteria, by Company Size, 2005
Table 9. Importance of SLA Commitments as Purchase Criteria, by Company Size, 2004
Table 10. Sprint Nextel’s Voice SLA Commitments
Table 11. US Wireless Carrier SLA Status, 2005
List of Figures
Figure 1. SLA Importance as a Decision Factor, All Respondents, 2005
Figure 2. SLA Importance as a Decision Factor, All Respondents, 2005
Figure 3. SLA Importance as a Decision Factor, All Respondents, 2005 vs. 2004
Figure 4. Importance of SLA Commitments as Purchase Criteria, by Company Size, 2005




Summary: The Service Level Agreement (SLA) continues to increase in importance in the corporate wireless provider selection process, according to the October 2005 survey of more than 600 corporate contract decision-makers. While the SLA is still most important to the large enterprise-sized businesses, the SLA ranked sixth across companies of all sizes in 2005, up from seventh in the 2004 survey. This move was slowed by the interest in Global Roaming Plans, which was a new decision factor topping most customer segment rankings this year. As wireless carriers work to differentiate their enterprise offerings, corporate buyers were asked to identify the most important decision factors beyond the critical three (price, service quality, and geographic coverage) when selecting a preferred provider. This report identifies where the SLA ranks in importance depending on company size, vertical market, and who is involved in the decision making process.




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