Service Level Agreements for MVNO’s

What is an SLA?

A service level agreement (SLA) is a negotiated agreement between two parties where one is the customer and the other is the service provider; in the context of this report an MNO and an MVNO. This can be a legally binding formal or informal “contract”. 

Why is it important to have an SLA? 

For many enterprises, information and the technology that supports it represent their most valuable, but often least understood assets. Successful enterprises recognise the benefits of information technology and use it to drive their stakeholders’ value. These enterprises also understand and manage the associated risks, such as increasing regulatory compliance and critical dependence of many business processes on technology. 

SLA’s in the MVNO World 

The importance of an SLA in the MVNO world is often overlooked. This can particularly be true in the case of MVNOs that are moving away from their core domain of expertise and into the telecommunications world. 

It is important that the SLA be negotiated and included in the original commercial contract, this is to ensure that both parties understand their roles, responsibilities and deliverables from the outset of the relationship. Attempting to integrate an SLA into an already operational relationship, although not impossible, presents far more obstacles. 

The Future of MVNO’s 

As wireless and mobility continue to add value to our everyday lives and let us discover new ways to interact, we look at the horizon and wonder what lies ahead in an industry that already seem to have surpassed every expectation. 

The network operators continue to purchase spectrum to build out their networks with ever faster technologies and handset manufacturers are eager to increase their delivery of camera-enabled, web-surfing, video-call making equipment all the while content-owners and service providers run in circles trying to develop the killer-application or find the golden nugget to replace the profitable and low-cost mobile content craze that turned out to be the only key success of new technologies enabled over the faster networks. 

As technology and information has become a more integral part of the wireless industry and non-voice services have proliferated to demand a larger portion of our time and interest, many providers have sought to differentiate their business in yet another way; the content and availability of special services and features and that cannot be found anywhere else. The national carriers have a content deck or platform that they make available to the general public and most times the carrier will not allow the MVNO access to this content, forcing the virtual operator to get creative with his offering. Interestingly some of the largest data-users are MVNO customers as the content made available is much more targeted to the specific niche than is the carrier content offering. MVNO’s will continue to play a role in the overall revenue contribution for wireless carriers.  

For more information about MVNO SLA’s and other aspects of MVNO, see: 

For more about SLA’s for MVNO’s see:

About Mind Commerce

Analysis of telecom and ICT infrastructure, technologies, and applications.
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