Esa Eerola

Esa Eerola

Senior Product Manager, Software Solutions and Services

The Art of Defining Service Level Agreements

In B2B Service Business, SLAs play an integral part of the business. The clearer the individual needs of the customer, the better the value for money the service provider can deliver. At Landis+Gyr, we have been in the service business for over a decade. We have worked with over 30 managed metering reading service customers with different SLA levels in EMEA, each of them tailor-made and individually defined. Here we are sharing some of our learnings.

We have probably all been there: having to choose the right internet connection at home. For this, you need to make a decision on the required service level. To find out what that is, you speak to the service provider and they will be asking you things like: “How many devices do you want connected? Do you stream movies or games? Do you need your connection for working from home?” Based on your needs, you will receive an offer for a specific service for a specific price. Once you have placed your order, you have entered into a Service Level Agreement (SLA).

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Buying and Selling SaaS – Concerns and Considerations

In many cases, different rules apply in product, software and service sales. Lately, I’ve noted that the true game changer is selling — and buying — Software as a Service. Simply said, Software as a Service (SaaS) means that you get access to a software application running somewhere in the cloud, instead of having it installed and managed by you at your own premises — an approach gaining popularity across industries and the way of the future.

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Services in Sync with AMI Evolution

 I recently had the opportunity to review the “Electric Grid Managed Services Report – 2018” published by IHS Markit. There is no question that the report is excellent reading for anyone interested in service business in the energy industry. In their report, IHS Markit describes the key steps of AMI evolution, which inspired me to discuss the steps from the service business perspective.

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Landis+Gyr’s Services Portfolio from a Product Manager’s Perspective

When joining the Landis+Gyr EMEA organization years ago, I was joining a famous energy meter manufacturer known mainly for its high-quality smart meters and advanced software for collecting metering data. At the time, the term ‘service business’ was not a key word in the organization or in our industry in Europe, except in the Nordic countries where smart metering has been offered as a service since the early 2000's.

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