Proposing Template for Service level Agreements of the Fixed Internet Service Providers in Sudan

Abstract

The provision of telecommunications sector services includes important components related to business accuracy and performance provided, which directly reflect on the quality of service and thus on the customer's satisfaction. Contractual relation between customers and telecommunication service providers are becoming increasingly complex, largely due to changes in the marketplace and growth in the number and complexity of offered services. Therefore, Service Level Agreements (SLA) are essential and play a key role to manage the provided services among the network entities. they refer to the service contracts between providers of telecommunications service and their customers, is used to specify what the customer could expect from the provider, the obligations of the customer as well as the provider, performance, availability, security objectives of the service, in addition the procedures to be followed to ensure compliance with the SLA. Hence to comprehensive definition of SLA templates is to provide the structures and the organizational methodology for the SLA content. In this research, a general study on the concept and components of the SLA is presented, the study proposestemplate that represent these components. The study alsohighlights, the importance of SLA in the telecommunications sector, comparing the existing templates in Sudanese telecommunications sector with the global templates for communications.The aim of this research is to propose a new template to improve the quality of services in Sudanese telecom companies.