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Wireless Service Level Agreements: What Buyers Say
In-Stat/MDR, Dec 2005, Pages: 24
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.
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