Monday, 18 November 2019

Highlight launches SLA Now – transparent SLA reporting done in minutes, not hours

Transparent SLA reporting done in minutes, not hours
Thursday 17 October 19

posted by Fiona from Osmo PR

Highlight, specialists in providing business insights to Service Providers, launches SLA Now to counter an ever-growing problem that Service Mangers, Operations, Service Delivery and their Customers have suffered for years: Efficient Service Level Agreement reporting. With SLA Now, Highlight enables Service Providers to deliver accurate Service Level Management reporting that’s easier to use, faster, and more transparent, than traditional tools have offered. SLA Now delivers a shareable and unbiased single source of service performance with reports available in minutes rather than hours. The compliance reports can be run or scheduled whenever a user or customer needs to see how a set of services are performing against SLA targets…

Highlight, specialists in providing business insights to Service Providers, launches SLA Now to counter an ever-growing problem that Service Mangers, Operations, Service Delivery and their Customers have suffered for years: Efficient Service Level Agreement reporting.

With SLA Now, Highlight enables Service Providers to deliver accurate Service Level Management reporting that’s easier to use, faster, and more transparent, than traditional tools have offered.

SLA Now delivers a shareable and unbiased single source of service performance with reports available in minutes rather than hours. The compliance reports can be run or scheduled whenever a user or customer needs to see how a set of services are performing against SLA targets. This information can then be easily seen on screen or downloaded and shared in a clearly structured format.

Craig Smith, Technical Account Manager at Highlight, says, “Having been in service management positions myself, I know that meeting customers’ expectations can be difficult to achieve, especially when trying to provide a good service AND truthful information that backs up this service. At Highlight we’ve taken the leap forward to introduce a new idea into the way Service Providers can and should report on Service Levels. Customers demand clear and simple information, so they can make their own decisions on whether a service has met the target. If the results are not openly shared this can lead to frustrations and doubts.

“For a Service Provider, when the time comes to have monthly SLA discussions with a customer, as soon as issues with the service are raised, they immediately become the focus of discussions. The customer now wants to know if an issue has breached the Service Level Target set out in the contract. Highlight makes it far easier for Service Providers to answer this question.”

SLA Now is an add-on feature to the Highlight platform, enabling Service Providers to report accurately on the Targets set out in SLA contracts. As with the rest of the Highlight product, it is flexible, customisable, easily managed, controlled and can be shared with customers. SLA Targets can be set against a location or individual circuits depending on a Provider’s service offering. Whenever an issue arises it is monitored by Highlight, logged in the event dialogue and categorised according to impact levels.

A unique feature baked into SLA Now is the ability to exclude individual events from the SLA target calculations. All exclusions are logged and require comments to be added, ensuring end to end auditing when shared with the customer, and establishing that essential open and trusted relationship. Events that are outside of the Service Provider’s remit can be excluded, ensuring the figures are an accurate representation of the achieved availability. Change management maintenance windows are also automatically factored into the target calculations, meaning any outage time is also excluded from operational availability.

Craig continues, “SLA Now can be used as part of monthly performance reports to senior management and/or customers to demonstrate service availability and helps providers to become a trusted advisor. At your fingertips, these quick to run reports can be overlaid with Incident, Change and Problem Management information to mitigate or explain Service Level Agreement (SLA) breaches while providing an accurate reflection of service availability for the time period defined. It’s now no longer your data or my data - it’s just the data.”

About Highlight www.highlight.net

Since the year 2000, Highlight has enabled Service Providers and Enterprise Corporates to see clearly both network and applications performance in real-time. As well as delivering visibility and analytics, Highlight enables service providers and enterprise customers to both have visibility of the same accurate, easy to use graphical information. This critical data supports the right conversations concerning issue resolution, planning and capacity management. Highlight supports and enhances ICT expansion, new technology deployment and cloud transition initiatives, where both providers and corporates are confident in the partnership.

Highlight is software as a service, delivering powerful value to the business performance of service providers and enterprise corporates around the world. Highlight is fast and easy to deploy. Highlight’s simple pricing structures and zero CAPEX makes it a business enabler which is budget sensitive. Highlight guarantees providers and corporates better business results in network and applications service management, operations and customer experience.

The Highlight service is used in 100+ countries, by 5,000+ customers including 33% of the FTSE-100. Highlight, providing the best provider and corporate customer value and experience at a competitive price.


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