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MVNO, MVNE and MNO Service Level Agreements (SLA)


The MVNO, MVNE, MNO service level agreement (SLA) report is designed to provide MVNOs, MNOs, MVNEs or service providers with an example SLA, modeled from real life operational MVNO SLAs, which can be customized and built upon to meet the needs of their service management requirements. With the increasingly competitive nature of consumer telecommunications market place, and the number wholesale MVNE providers multiplying overnight, it has never been more important for MVNO, MNOs and MVNEs to ensure their technology and service management processes and procedures are 100% efficient.

This report will help MVNOs, MNOs and MVNEs ensure that the partners on which they rely, are performing at optimal efficiency for their business and delivering the highest Quality Of Service for their customers.

The report includes:

  • Definitions
  • Fault management processes
  • SLA Schedule of faults
  • Performance metrics
  • Penalties and payment structure
  • Dispute resolution and more

Target Audience

  • Telecommunications wholesalers
  • Mobile Network Operators (MNOs)
  • Mobile Virtual Network Enablers (MVNE)
  • Mobile Virtual Network Operators (MVNO)
  • Suppliers of MVNO equipment, software and services
  • Consultants, systems integrators, process engineers, legal and regulatory officers

Report Benefits


  • Increase the operational efficiency of your existing MVNO,MNO and MVNE relationships
  • Save time by using the example SLA in creating your own MVNO, MNO and MVNE SLAs
  • Improve the quality of service offered to your subscribers by implementing a proven SLA model

Table of Contents

  • Introduction
  • What is a Service Level Agreement (SLA)
  • Why is it Important to Have an SLA?
  • SLA’s in the MVNO World
  • Sample Service Level Agreement (SLA)
  • MVNO Billing through Wholesale Line Rental
  • Review
  • Dispute Resolution
  • Metrics
  • Definitions
  • Unconfirmed Clear
  • Confirmed Clear Permanent
  • Parked Time
  • Establishment of Contact Points
  • Reoccurring faults
  • Fault escalation
  • Fault Escalation Process
  • SLA Schedule
  • Table 2: Forecasting
  • Table 3: Fault Resolution
  • Table 4: Billing Data
  • Table 5: Systems Availability
  • Appendix 1: Exclusions
  • Appendix 2: Guidelines for Payment of Penalty Credits
  • Appendix 3: Parked Time
  • Appendix 4: General Dispute Process
  • Appendix 5: Wholesale Usage Invoicing and Dispute Process