Etisalat enhances customer and internal service levels through SunTone certification

    Dumped value of 'ID':
'124462';

Dumped value of 'images_loop':
[
    {
        'caption' => 'From left to right: Ali Al Sharhan - Executive Vice President, IT, Etisalat; Tareq Alkharji - Vice President Network Operations, Etisalat; and Marc Heger, Gulf District Manager for Sun Microsystems Middle East and North Africa (MENA).',
        'col' => 'picture',
        'name' => 'sun.jpg',
        'url' => '/7/42167-sun.jpg'
    }
];

SunTone is Sun's Quality of Service (QoS) initiative, providing industry best practices, processes, and policies to architect, implement, and manage high-quality networked service delivery. Organisations that achieve SunTone accreditation, including managed hosting providers such as AT&T, are internationally recognised for exceeding expectations in service delivery and service management.

To achieve SunTone certification for a second time, Etisalat has invested hundreds of man-hours to train its co-location and managed hosting teams in meeting customer and internal service level expectations and fine-tuning the company's IT infrastructure. As a result, Etisalat has transformed itself to become the Middle East's only SunTone-certified provider of core and advanced data centre services.

According to Mr. Ali AlSharhan (EVP/IT), Etisalat:

'The SunTone certification certifies our service delivery in areas such as architecture, implementation and management from service delivery environment. Through this, we can assure our customers that the Service Level Guarantees we provide are among the world's best and backed by Sun's independent auditing.'

'The level of expectation around Etisalat's service delivery has changed fundamentally in the last two years since our initial SunTone certification. Now, our organisation must deliver always-on availability of IT services, guaranteed response times and rapid problem resolution within a framework of traceable requests and proper documentation. The Suntone certification provides a clear level of differentiation for Etisalat in the market by confirming the alignment of our services with stringent guidelines based on industry best practices for overall quality of service,' said Mr. Tareq AlKharji (VP/Network Operation), Etisalat.

'As part of its SunTone accreditation, Etisalat is the only regional managed hosting provider that can maximise its IT efficiency, benchmark and quantify the successful provision of services externally and internally, and document the improved quality of service that it is now providing,' said Marc Heger, Gulf District Manager for Sun Microsystems Middle East and North Africa (MENA).

'Etisalat has possibly one of the more complex computing environments in the region, given both its hosting customers and internal users, and the SunTone program is enabling the company to optimize its production environment - people, processes, and technology,' he added.