Best-ef­fort No More

To­day’s real-time big data ac­cess needs, with dashes of cloud of­ten thrown in, de­mand strin­gent ser­vice level agree­ments to be in place


Gone are the days of legacy data ac­cess re­quire­ments, where en­ter­prises could live with or with­out loosely de­fined ser­vice level agree­ments (SLAs) with ser­vice providers be­ing in place. As busi­nesses go dig­i­tal, big data streams are flow­ing to and fro the en­ter­prises over mul­ti­ple chan­nels.

His­tor­i­cally, en­ter­prise data ser­vices pri­mar­ily com­prised the leased lines, Eth­er­net ser­vices and MPLS-VPN ser­vices among oth­ers. How­ever, in an ex­tended form it also cov­ers cer­tain man­aged ser­vices as well as var­i­ous hosted and cloud ser­vices. Hosted con­tact cen­ters and con­fer­enc­ing (au­dio and video) also con­sti­tute a small per­cent­age of the mar­ket.

Ac­cord­ing to PwC, bank­ing and fi­nan­cial ser­vices, in­for­ma­tion tech­nol­ogy and busi­ness process out­sourc­ing call cen­ters are some ex­am­ples of high-growth sec­tors in the country. A ma­jor­ity of th­ese are in­tended for tap­ping the grow­ing en­ter­prise mar­ket for both voice and data con­nec­tiv­ity. The en­ter­prise mar­ket is pri­mar­ily be­ing led by the de­mand for con­nec­tiv­ity from the IT, ITeS, govern­ment and fi­nan­cial ser­vice seg­ments.

The en­ter­prise data ser­vices mar­ket in In­dia is fairly di­verse and in­creas­ingly com­pet­i­tive. Ser­vice providers un­der­stand the needs of the en­ter­prise cus­tomers quite well and of­fer ser­vices that are com­pa­ra­ble with those avail­able in the de­vel­oped mar­kets. Two fac­tors have sig­nif­i­cantly con­trib­uted to this: one, In­dia is a fo­cus mar­ket for a sig­nif­i­cant num­ber of large global or­ga­ni­za­tions across var­i­ous ver­ti­cals, in­clud­ing the im­por­tant ones like man­u­fac­tur­ing, BFSI, IT/ITeS or re­tail; two, In­dia is also home base for glob­ally sig­nif­i­cant ser­vice providers like Tata Com­mu­ni­ca­tions, Re­liance Com­mu­ni­ca­tions and Bharti Air­tel, which have net­works and points of pres­ence in var­i­ous key mar­kets across the world.

This has meant that the dif­fer­ences be­tween the var­i­ous ser­vice provider

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