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20 Top CIO Questions for ASP Services
The purpose of these questions is to help the Cisco's AMs to provide
guidance and knowledge advisory to the SPs and CIOs of named accounts
as related to hiring an ASP and before he or she makes the final decision,
here is a set of questions to ask:
Business Related Questions:
- What kind of availability and response time
SLAs are offered to the ASP?
- How does the AIP work with the ASP to rapidly
resolve end customer problems?
- Who does the customer call and how are trouble-tickets
tracked?
- Who determines that a problem is closed?
- What level of skill set and staffing resources
are available to the ASP and AIP operations
- What does the SLAs contract offer and credit
the customer back in the event of a service outage
- What is the approach to dealing with business
consultant, application development, support and implementation
- Does the ASP become the single point of contact
and accountable for the ETE application delivery service?
- What level of application integration skill
set is offered by the ASP for functionality and business processes?
- What are the different pricing models and flexibility
to get the application back in house, if necessary in the future?
- What other expertise does the ASP offers as
part of business processing collaboration for multiple applications?
Technology Related Management and Assets:
- How is Internet access and connectivity handled
- Does the AIP proactively measure and diagnosed
connectivity and performance issues with other ISPs or ASPs?
- Who is your AIP or Wholesale Service Provider
connectivity?
- What is the AIP(SP's) methodology for managing
third-party ISPs and last mile provider?
- How are applications prioritized and what happens
during periods of congestion?
- What is the median round-trip-delay in the
busy network?
- What is the process to escalate customers questions,
problems, services and new service provisioning
- How bad are network latency-related performance
problems likely to be?
- What tools do the AIP and/or ASP use to measure
and diagnose connectivity and performance problems
- What types of Network performance, monitoring
and tuning services are provided?
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