Service and Support

Service Assurance - What is it? And, how can it keep customers happy?

Dec 15, 2014 by Bob Lynch

Overture CTO, Prayson Pate

What's is an SLA?

When a communication service provider (CSP) offers to sell an Ethernet service (e.g. E-Line or E-LAN), they usually include a Service Level Agreement (SLA) for the service. The SLA is a contract spelling out the agreed upon performance metrics used to measure what the end customer's service experience will be. 


Heartbleed - Overture Impact

Apr 14, 2014 by Mark Durrett

Due to the recently discovered Heartbleed vulnerability in OpenSSL, Overture has performed an audit of its externally facing portals and released product offerings.  Overture has determined that none of these systems uses the affected version of OpenSSL.  Therefore, interaction with Overture and its products should pose no exposure to this vulnerability.

Responsiveness – a true measure of customer care

Apr 29, 2013 by Keith Donahue

In an earlier posting, I wrote about the importance of a quick response time when fielding calls from Carrier Ethernet service providers needing assistance. As anyone in a technical customer care role will tell you, our customers don’t care how much we know until they know how much we care. I have always felt response times are one of the most important measures of how much a vendor cares about their customers and their business.

Key Customer Service Competencies: The Big 5 for Carrier Ethernet Vendors

Nov 1, 2011 by Keith Donahue

When businesses discuss their value proposition, they often first discuss the specific products they provide and the niche they might fulfill for customers.  In the Carrier Ethernet equipment business, terms like “low latency”, “high-availability”, “flexibility” and “resiliency” are often used to describe a company’s product offering and they’re certainly important attributes to build into a solid product. However, more than ever before a company’s service and support capabilities are being weighed by customers looking for remarkable Carrier Ethernet solutions.