Proximus S.L.A
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Presentation 15 June 2022 slide 1 Proximus S.L.A The new Customer Centric Partnership for Corporate Customers
description
Proximus S.L.A. The new Customer Centric Partnership for Corporate Customers. First step towards a better communication and transparency with the Business Market 4 Domains of Guaranties Network Proximus guarantees an overall network availability of over 99%. Customer Relationship - PowerPoint PPT Presentation
Transcript of Proximus S.L.A
Presentation22 April 2023
slide 1
Proximus S.L.AThe new Customer Centric Partnership for
Corporate Customers
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Proximus Partnership Pact -2003
• First step towards a better communication and transparency with the Business Market4 Domains of Guaranties– Network
• Proximus guarantees an overall network availability of over 99%.
– Customer Relationship• Proximus guarantees access to a call center 24/7 from Belgium as well as from
abroad.
– Billing• Proximus guarantees for companies the possibility to check their invoices on the
Internet securely and free of charge.
– Handsets & Sim• Proximus guarantees that any new SIM card at the disposal of its customers is a
32K card for telephones that support this technology. This 32K card allows the
storing of 200 contacts and 18 SMS.
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Proximus Partnership Pact -2003
• Even if Proximus Partnership Pact interests our Corporate Customers, it does not inform about the Level of Quality that we deliver to them.
• The PPP is Network-wide.
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Network-wide.
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Customer centric
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Why do we need S.L.A.? Mobile Telephony is more and more present in the
Economy and becomes a key factor for companies Business Critical.
SLA demonstrates objectively with facts & figures our Network Superiority.
SLA reinforces our image (Innovation and Quality) SLA is a support to generate new Data projects
New Revenues Improves BMB Customer knowledge and
Customer satisfaction SLA optimises fault rectification
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Service to be delivered
• This SLA will deliver the following items
– Customer-centric performance indicators– Customer-centric incidents (outages) – Proactive communication in case of
outages – Periodic reporting of the Performance
KPI defined for the products and the incidents.
Based on European Telecommunications Standards Institute (ETSI) recommendations
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Service to be delivered
• 1- Site Monitoring– Network availability per cell / group of cells– Cells/Group of cells are predefined and fixed
together with the customer, based on identified customer-critic locations (industrial zoning, headquarters)
02BIA1
02AER2
02AER102A
EI3
02BIA3
02AIE1
WorldCompany
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Performance, Tracking and Reporting
2. Customer-centric incidents (outages)
* support on this SLA project will be effective between 8am and 8pm.
- From 8 A.M. to 5 P.M. : Business Service Consultant
- From 5 P.M. to 8 P.M. : 0800/ 22 030 (Data Cust Serv)
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Performance, Tracking and Reporting
3. Proactive communication•outages that impact coverage will be classified as major or critical depending on the service degradation and on the type of KPI. The thresholds are defined as follows:
•For Critical outages BMB will immediately inform the customer by e-mail.•For Major outages BMB will inform the customer by e-mail within 30’.
KPI Major Critical
Coverage at a customer site < 95% < 51%
Coverage in a phone zone or Belgium < 99% < 95%
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Performance, Tracking and Reporting
4. Periodic reporting
• Personnal reporting • Outages (Planned & unplanned) • Per KPI defined
• Service and Quality Review.
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KPI Type
Dropped Call Rate NW
CC (1)
Call setup success rate NW
CC (1)
Availability per site Predefined customer area
(1): Only within the Proximus network (ISUP issue)– BMB BMB => all root causes (A-interface) – BMB -> others => only if problem at BMB side (A-
interface)
Selected KPI’s per product
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KPI Type
SMS Success Rate per destination (Mo=>Appl)
CC
SMS Success Rate per origin (Appl => Mo)
CC
SMS service availability for direct SMPP connected customers
CC
Direct SMPP connection throughput CC
MSC SMSC
Application
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KPI Type
Attach Success rate CC
GPRS Network Availability Predefined customer area
Service degradation events:
Start DateStart Time End Date End Time Duration Worst
Service Level
Planned
Date Time Date Time hh:mm:ss % Yes/No
Area Belgium Availability
Available Planned Unplanned
01/
12/2
005
03/
12/2
005
05/
12/2
005
07/
12/2
005
09/
12/2
005
11/
12/2
005
13/
12/2
005
15/
12/2
005
17/
12/2
005
19/
12/2
005
21/
12/2
005
23/
12/2
005
25/
12/2
005
27/
12/2
005
29/
12/2
005
31/
12/2
005
Per
cent
100
98
96
94
92
90
Area Belgium Availability
Available Planned Unplanned
01/
2005
02/
2005
03/
2005
04/
2005
05/
2005
06/
2005
07/
2005
08/
2005
09/
2005
10/
2005
11/
2005
12/
2005
Per
cent
10099989796959493929190
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KPI Type
Dropped Session Rate CC
Connection Setup Succes Rate
CC
Throughput CC
Set-up time CC
Service Availability ‘Ping’
with the current data capture limitation (avg. 80%)
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Thank You
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