As bandwidth is rapidly becoming a commodity, service providers are being forced to differentiate themselves from the competition in order to stay in business. Customers are now requiring Service Level Agreements (SLAs), giving the service provider an excellent opportunity to differentiate itself by the level of service and the level of agreement it can provide. SPECTRUM’s Response Time Management solution provides the flexibility to offer comprehensive SLAs based on end-user experience for performance in addition to the availability SLAs that are common today. This solution even allows service providers to write the availability portion of the SLA in terms of availability as seen by the end-user. This is much more useful to the end-user than knowing a server or network is running 99.999 percent of the time if an application on the server has failed or another router has failed making the service unavailable.
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