Q&A With MetTel's Ed Fox: What Users Need To Know About 3 Key Technologies

Is the SLA that you mentioned all about uptime? Tell me how a standard SLA would work here for an SD-WAN or for even UC and IoT.

On the SD-WAN, in particular, it's interesting. We've seen another really monumental shift in that … over the last six to eight months. We are getting asked, "Since you're the solution provider, we really don’t care what access you provide or how you do it. You do an SD-WAN, we want a 'site up uptime' and if the site's not reachable, we want everything to be part of the SLA, so whatever we buy from you on that site, everything gets credited."

As you can imagine, that’s been a big struggle for us. But we have given it out and we actually got pulled by the ear by some pretty big customers. But I think the Gartners of the world are out there telling customers to do this, and it's something we've adapted to and were on board with now.