Enterprise Customer´s Needs for SLA on Telecom Services in Korea

With concerns about the quality of telecom services rising, greater importance is being placed on the Service Level Agreement (SLA). Although telecom service providers are expanding the provision of SLA to satisfy enterprise customers´ demands for service quality, they still tend to design SLA details from their standpoint. If the provision of SLA aims to improve telecom services for enterprise customers, and thus, enhance their loyalty, this approach and attempt should be revamped. At this juncture, it is considered a good attempt in the process of SLA provision to survey enterprise customers regarding the provision of SLA with the aim of overcoming the problems and to identify their demand and direction for improvement. Thus, this research seeks to review the major components of SLA including service level objectives (SLO), measurement and penalty, as well as additional factors following the projected structuring of the next-generation network. This review is expected to maximize achievements in the utilization of SLA provision as the most useful tool aimed at guaranteeing service quality.