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Keeping transit technology vendors obligated to Service Level Agreements is a challenge for any transit operator.
Insights Analytics provides independent, evidence-based measurement of vendor performance against SLAs, including the calculation of any Service Credits due.
When a transportation agency procures a technology solution, it expects the supplying vendor to maintain and support it to an agreed standard. SLAs set that standard, covering the availability and uptime of core solution segments – such as the in-station network (ISN), on-board network (OBN) and operational support system (OSS) and the components within them – as well as the response and resolution times of the vendor's Operation and Maintenance (O&M) service desk and field support.
Streamriver Insights Analytics SLA Infographic
Insights Analytics measures performance continuously against contractually agreed Key Performance Indicators (KPIs) and reports results on a monthly rolling basis. Where SLAs are missed, it calculates the Service Credits due using the contract's agreed methodology, ready to be applied as a credit against the vendor’s recurring OPEX fees.
To keep the process impartial, monitoring and Service Credit calculations are carried out using Insights Analytics, never by the solution vendor. Transportation agencies get figures they can trust, and vendors get a fair and transparent view of how they are performing.
Service Credits are a safeguard, not the goal. By giving everyone a clear, shared picture of performance, Insights Analytics helps vendors identify where to improve, encourages post-sales support that meets or exceeds expectations, and reduces the need for financial penalties altogether.
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