Frameworx Application: Customer SLA Issue Reception

Category: (2) TAM Application Type

Application Identifier: 5.18.1

Maturity Level: 4

Overview

Customer SLA Issue Reception applications provide the necessary functionality to receive a complaint or notice about some product or service with respect to an established customer service level agreement.

Functionality

Customer SLA issue Reception functionality includes:

• Customer Validation
• Service / Entitlement Validation
• Reception of the problem from:
  • Customers or customer systems
  • Internal systems (SQM, Service Problem Management, Service Performance Management, and Customer Problem Management as well as billing or fulfillment systems)

Supported Business Services

(2) TAM Application Type Customer SLA Issue Reception

Appears on these diagrams:

• 5.18 Customer SLA Management

Frameworx Processes (Automated TAM to eTOM)

• Create Customer QoS Performance Degradation Report

Issues

• Application Framework 13.0 Modification

Frameworx Domains (Horizontal)

• Customer Domain

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