Successful SLA management is a growing factor in maintaining customer satisfaction and winning new business. These can be applied to both business and consumer customers. Satisfied customers are less likely to churn to competitors. SLA Management applications use the output of the SQM applications to provide a comprehensive view of the level of service provided to customers compared to pre-agreed, often contractually binding, agreements. Typically SLA agreements will be agreed between operator and customer to measure a variety of service oriented issues and impacts. These may be either stated in terms of service characteristics, or in terms of the business impacts on the customer. Some example of service oriented characteristics could include:
SLAs might be executed proactively or reactively.
This was created from the Frameworx 16.0 Model