l Robustness, Reliability, and Redundancy: Robustness is indicative of the lead-time for accommodating customer requests, or, how easily and transparently the back-up link takes over if the primary link fails.

Reliability stands for the availability of the network at all times. Redundancy means what part of the network is
covered with backup and contingencies and what is the uptime that is guaranteed. The real test of the network will depend on the degree of support provided on all these three fronts.

l Hybrid Network Solutions: In case you have a large network spread across many regions, you should go for a hybrid connectivity solution made of terrestrial and satellite technologies that can compliment each other.

l End-to-End Responsibility: Make sure that your service provider takes the responsibility of whatever happens on the network subscribed by you. Many service providers often compliment their network infrastructure from other
providers.

Often such an arrangement becomes an excuse for service providers for passing the buck on problems on the network to other network operators or service providers.

This is especially true of private operators who have been using MTNL or BSNL networks in different parts of the country in order to compliment their own. These operators often blame MTNL or BSNL for problems on the network.

l Proactive Network Management: Your service provider must offer a proactive network management on an end-to-end basis. Network quality of service and performance reports should be generated on a weekly, fortnightly or monthly basis.

l Service-level Agreement (SLA): Always insist on a SLA that has a penalty clause built in. The penalty for network downtime should be linked directly to loss of business because of the downtime. Do not always insist on a cash penalty, you can ask for free service equivalent to the downtime. SLA performance should be monitored on a monthly or quarterly basis.

l Periodic Revision of Contracts: Even when you go for long term arrangements with service providers because of factors like pricing, make sure that the contract between you and your service provider is subjected to period review at least on a six-monthly basis.

Such a provision can be effective in keeping the service provider on its toes and also place you on a better bargaining position vis-ŕ-vis changes in the market condition like price drops, advent of new technology etc.

l Customer References: Always ask for customer references. Insist on a complete list of the service providers' customer. You can then do a random check with them to find out how good is the promise that the service provider is making to you.