Virgin Media O2 Business reimagines traditional SLAs with introduction of ‘Success Agreements’

Bespoke agreements offer flexible usage, reduced dual running costs and next-level service for new large enterprise and public sector customers

• Virgin Media O2 Business has introduced ‘Success Agreements’ for new large enterprise and public sector customers – moving beyond traditional SLAs (Service Level Agreements) to a new way of working, built on successful outcomes rather than service deliverables alone
• Designed to help customers reap the benefits of digital transformation, Success Agreements minimise the cost of change, share the risk of adopting new technologies and build in more flexibility
• New ways of working include introduction of customer-specific goals, guidance from a C-suite led ‘Success Board’, more flexibility (with a change allowance of up to 15%), reduced dual-running costs for the first three months, and a 25% service charge reduction if services don’t meet Success Agreement goals in the first six months*
• The move comes as Virgin Media O2 Business unveils its first dual brand campaign: ‘Expect More’ – running across national and specialist media, as well as new owned channels

Connectivity champion Virgin Media O2 Business has today announced it is moving beyond standard service level agreements (SLAs) – introducing bespoke ‘Success Agreements’ for new large enterprise and public sector customers.

Where conventional SLAs outline the service offering customers can expect from their IT solutions provider, Virgin Media O2 Business’ new Success Agreement will build on this: helping define specific goals or outcomes for each individual customer. They will offer more flexibility, with no penalty if usage drops (by up to 15%), and reduced dual-running costs for the first three months. There is also  a 25% reduction to the relevant monthly service charge until customers meet their objectives (for up to 12 months) if customers haven’t met their goals within six months of service deployment*.

The Success Agreement is designed to help new customers in the large enterprise (more than 250 employees) and public sector segments reap the benefits of digital ways of working. They will see Virgin Media O2 Business work closely with customers signing up to its Zscaler (cloud security), 8×8 (Voice over IP), SD WAN, Mobile, and Voice for Teams services to create a bespoke plan, built around their organisation.

Katy Liddell, Director of Customer Excellence at Virgin Media O2 Business, says: “We all know the benefits digital transformation brings, from improving employee experiences to revolutionising day-to-day operations. But we’ve also seen that becoming a more digital business can be a huge undertaking, and it’s time for customers to expect more from their suppliers. We want to simplify the move to digital for our large enterprise and public sector customers, so we’re introducing a whole new way of working together – built on partnership, flexibility and a unique commitment to their success. Welcome to the Success Agreement.

“The Success Agreement goes above and beyond standard SLAs, by putting an organisation’s individual goals at the heart of our working relationship. We’ll work closely with our customers to define their digital goals, and help build a bespoke plan to get them there successfully. Ultimately, we’re judging our success not on what we do for them, but what they get out of working with us. So customers get all the benefits of digital change, without all the risk.”

Alongside the launch of Success Agreement, Virgin Media O2 Business has also unveiled its first dual brand campaign since coming together in June 2021. ‘Expect More’ is running across owned, earned and paid channels in March 2022 – including national and specialist media, brand new social media channels and at virginmediao2business.co.uk.

Find out more about Success Agreement from Virgin Media O2 Business here.

ENDS

*25% service charge reduction only applies if the customer is unable to achieve its business objectives through the service in the first six months. If the customer achieves its objectives in the first six months then it will not benefit from 25% reduction.

About Virgin Media O2 Business

Virgin Media Business and O2 Business have joined forces to reimagine connectivity – as a digital partner that helps UK organisations rise to the challenge of the new working dynamic between companies, consumers and their communities.

Virgin Media O2 Business plays a leading role in supporting the public sector and businesses of all sizes to achieve more, from small and medium organisations right up to large enterprise and wholesale partners. This includes offering a variety of managed connectivity services and flexible working capabilities, security, data insight, 5G private networks and cloud solutions, as well as wholesale services to other operators and partners.

Virgin Media O2 Business is committed to using the power of connectivity to share more with communities across the UK, taking action to close the digital divide and helping to build an inclusive, resilient, and low carbon economy.