Page 527 - Handbook of Modern Telecommunications

4-58 CRC Handbook of Modern Telecommunications, Second Edition

Definition of
QoS
Metrics

SLA - Negotiations
and Signing
the Contract

Conducting
Measurements and
Generating Reports

SLA
No
Violation
?
Yes
Rectification and
Corrections

Compensation if
Penalties

Yes
Are Changes
Necessary
?
No

FIGu RE 4.4.3 Service-Level Management process.
• Minimal packet loss 1%
• Network availability 99 to 100%
Compensation policies have also been published. Examples include:
• One day free of charge services
• Three days free of charge services

4.4.3 Process of Service-Level Management

Figure 4.4.3 shows a high-level overview of the principal activities of Service-Level Management.
Service-Level Management (SLM) requires that multiple metrics are continuously supervised and mea-
sured. Depending on the contract, several reports are generated and distributed. Data sources include:
• Trouble tickets
• Alarms (Simple Network Management Protocol [SNMP] traps or alarms from other sources)
• Logs
• Performance metrics that have been measured by various tools

All collected data must be formatted in order to guarantee a unified format (Figure 4.4.4). No compli-
cated processing is expected in this phase. The results are summarized in a table (Table 4.4.1) including
a number of events that are going to be used to evaluate service-level violations.