Service Level Agreements (SLAs) are supposed to protect your business. But what happens when a telecom supplier reinterprets them, after failure has already occurred? For many UK operators, these retroactive excuses have become an all-too-common headache.
The SLA Shifting Game
Sudden SIM failures can occur when APN routing is misconfigured on a managed platform. In some cases, suppliers may initially acknowledge the issue, only to later attribute it to an unsupported public APN configuration—despite no mention of this in prior documentation or onboarding materials.
The issue isn’t always technical. Often, it’s contractual.
Retroactive Excuses Undermine Trust
When suppliers reframe limitations after faults emerge, it signals deeper issues:
- Lack of documentation or upfront transparency
- No shared definitions of SLA compliance
- Internal misalignment between technical and account teams
Your Comms Group: Transparent by Design
At Your Comms Group, SLAs are binding, measurable commitments, not just a marketing copy.
Hold your suppliers to account. Learn more at www.yourcommsgroup.com or contact [email protected].
How to Respond to SLA Excuses
- Ask for original scope documentation
- Demand pre-fault tech evidence and traffic logs
- Request written confirmation of all platform limitations
A strong SLA is worthless without a partner that stands by it.
Choose a provider that builds reliability into the contract—not just the pitch. Visit Your Comms Group.
