Category: (4) eTOM Process Type
Process Identifier: 1.6.12.2.2
Original Process Identifier:
Maturity Level: 3
The Wholesale Dispute Management Process focusses on anticipated differences, disputes and due diligence (through audits) between two Business Parties trading/consuming bulk amount of volumes between themselves, or where one Business Party are not responsible for the full value chain. Wholesale Dispute management bears no reference to individual retail or business accounts but applies on a larger abstract scale.
A Large customer or retail customer usually have a unidirectional delivery of services in the value chain and subsequently receives an invoice or bill for services rendered. The Wholesale Dispute Management Process focusses on anticipated differences, disputes two Business Parties trading/consuming bulk amount of volumes between themselves, or where one Business Party are not responsible for the full value chain. This would include Dealers, MVNO’s etc. Such Disputes Resolutions may have various grounds and resolutions are often not automated as for the mass market. These differences are caused by incomplete information, which on its turn is caused by variability in the network /service chain. Wholesale Billing dispute process timeframes are prescribed in Clear Business Days (CBDs) for investigation and resolution. Example of Dispute Categories 1) Accounts which are missing details 2) Terminated Services - Service should have been terminated as a result of ordering and provisioning activity (including Unknown Service - Delivery of Services not contractually agreed by Business Party) 3) Terminated Accounts - Incorrect Account apportioning (including Accounts unknown) 4) Discount calculation/ Incorrect Rating / Old Charges/ Usage restrictions (i.e. Toll free number Barred) 5) Service Transactions that was not requested, i.e. reversal, barring, fee for service. Wholesale SLA can be typical in the Lower 30 CBD to upper 40 CBD for ISP's.
This was created from the Frameworx 16.0 Model