What are the components users should look for when comparing and contrasting service-level agreements (SLA) for mission-critical IVR systems and applications?

When choosing to outsource technology, it is important for companies to define the level of uptime they require of the product or service.

Unless companies have a functional level of expertise in-house, those commissioning an IVR solution should look for companies that offer an SLA as a service option (which some companies do not).

When choosing to host with a company, there are several variables companies should account for. Many applications and services are hosted and deployed via the cloud, and with the help of cloud computing. Companies typically choose between hosting with a private cloud (like the type of subscription-based option Plum Voice offers) or a public cloud (like that offered by GoogleApp and AmazonEC2).

One critical factor in choosing what type of cloud, and subsequently, what type of company to host with is the type SLA offered. Public clouds often have a lower price point, but there are no 100% uptime guarantees and users may experience less uptime.

One of the critical questions companies should ask themselves when selecting an IVR (or general technology) provider is what type of uptime and support they expect to receive and is right for their business. The answer depends on the type of solution a company is seeking.

SLAs with 100% uptime may not be important to those who are using a solution in a tactical manner and are less concerned with uptime than price. Those who are seeking a short-term solution may be willing to assume more risk when it comes to uptime to find a solution that is the most reasonable in terms of price point.

Conversely, companies seeking a long-term, strategic solution (i.e., companies that need an IVR or information system) that will be implemented at an enterprise level and will be mission-critical should seek out comprehensive SLAs that guarantee uptime for service and support. For these types of companies, SLAs should be thought of as long-term investments that guarantee continuous, high-level system functioning.

Plum has formulated several service tiers that companies may choose from, depending on their uptime and service requirements. There are comprehensive options available from 100% uptime (meaning 24X7X365 support) to weekday support.