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Performance figures are important because they directly impact a service provider's or end user's bottom line in a variety of ways. For example, chronic equipment failures can increase a service provider's customer acquisition and retention costs, while a service provider with highly reliable infrastructure can use its service quality as a powerful market differentiator. Although reliability has always been a factor in a service provider's competitive position, it has become an even larger one as the market for "Best Effort services" dwindles among both consumers and enterprises.
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