Service Level Agreement Enforcement
Automated system that monitors telecommunication service levels, detects SLA violations, and triggers appropriate compensation and escalation responses.
Solution
This service monitoring system ensures telecom providers meet their contractual obligations by continuously tracking critical service parameters like downtime, response time, and packet loss. When performance drops below agreed thresholds, the system automatically identifies SLA breaches based on the customer's service tier and the severity of the issue.
For premium customers, the system enforces stricter SLA requirements with faster response times and lower tolerance for service disruptions. The system calculates appropriate compensation amounts based on the breach duration and customer tier, offering service credits for premium customers and account credits for standard customers. Escalation workflows are triggered based on severity levels, with critical issues receiving immediate attention from senior management while medium-severity issues are routed to support teams with appropriate response timeframes.
How it works
The service monitoring system follows a structured decision process:
- Parameter Validation: Captures real-time data about service status, downtime duration, response time, and packet loss.
- Parameter Classification: Identifies which specific parameter is triggering the evaluation (downtime, response time, or packet loss).
- SLA Breach Detection: Compares current parameter values against contractual thresholds based on the customer's service tier.
- Severity Assessment: Determines issue severity based on parameter type, breach status, and customer tier.
- Compensation Calculation: Computes appropriate compensation amounts and types (service credits vs. account credits).
- Escalation Management: Determines if escalation is required and specifies timeframe and appropriate management level.
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