Frameworx Application: Customer SLA Management

Category: (1) TAM Application Type

Application Identifier: 5.18

Maturity Level: 4

Overview

Customer SLA Management applications include the required functionality to assure that SLA agreements made between operators and customers are met.  This includes processing measurements made elsewhere and checking the measurements and taking appropriate actions when the specified agreements are not met.

Note:  Customers can include partners and 3rd party providers.

Functionality

Customer SLA Management functionality includes the following:

• Customer SLA Issue Reception
• Customer SLA Collection
• Customer SLA Analysis
• Customer SLA Violation Management
• Customer SLA Reporting

Supported Business Services

(1) TAM Application Type Customer SLA Management

Appears on these diagrams:

• 5. Customer Management Domain
• 5.18 Customer SLA Management
• Frameworx Application Diagram
• Mapping Index

is a more detailed diagram for the

• 5.18 Customer SLA Management

Issues

• Customer SLA Management (5.18)
• Request to Resolve
• Service Level Agreement Management - Deleted (6.4)

Frameworx Domains (Horizontal)

• Customer Domain

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