Frameworx Application: Customer SLA Violation Management

Category: (2) TAM Application Type

Application Identifier: 5.18.4

Maturity Level: 4

Overview

Customer SLA Violation Management applications provides the necessary functionality to manage SLA violations and the activities necessary to resolve the apparent degradation or violation.

Functionality

Customer SLA Violation Management functionality includes:

• Notifying appropriate people or systems to remedy the violation.
• Per the SLA contract, quantifying the violation in terms of an adjustments or actions per the contract.
• Passing this adjustment or action on to billing or appropriate systems for remedy.
• Tracking and management of open Customer SLA issues.

Supported Business Services

(2) TAM Application Type Customer SLA Violation Management

Appears on these diagrams:

• 5.18 Customer SLA Management

Frameworx Processes (Automated TAM to eTOM)

• Manage QoS/SLA Violation
• Track & Manage Customer QoS Performance Resolution

Frameworx Domains (Horizontal)

• Customer Domain

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