Service Performance Management. If network provider does not satisfy the quality of network, the customer is disappointed and may find the other provider. In that point, the service performance is the most important thing to both customer and provider. We have the functionality of managing the following metrics : packet loss rate, packet delay, availability. SLAs can be classified in retail-SLA and wholesale- SLA[automatic sla management in sla-aware architecture]. The retail SLA refers to the agreements between an end-user and a service provider. Conversely, a wholesale-SLA is an agreement between network operators, and takes into account traffic aggregates flowing from one domain to another. As we rely on retail-SLA, the managed section of network performance is limited between the end-user and the backbone network. Now we make a research to solve this limitation by using the user- side agent which collects the network performance information. SLMS collects the performance data by polling the equipment from the centralized server. The server is located in the backbone network, and a number of end-users are attached to the target equipment. As ADSL service uses dynamic host configuration protocol (DHCP), it is impossible to collect the performance data using the fixed IP. So, the same performance data of equipment are applied to the attached end-users. In contrast to other metrics, the violation of service performance is made with the average value within the specified period. Temporarily the service performance may be declined, and the warning event may be sent. If the system operator takes an action to prevent a violation, it is burden because a violation may not be happened. So we provide the trend of network performance to the system operator. Seeing the trend, the operator determines if it requires an action or not.
Service Performance Management. 7.1 If the Service Provider fails to meet any Service Level or Performance Criteria, the Service Provider shall:
Service Performance Management. The Digital, Information and Technology Service will present a Monthly Service Report to the COLP IT Strategy Board, which will provide a summary of the service performance against the SLAs listed in the Appendices. In the event that the service fails to meet an agreed SLA the remediation process is laid out as follows; • Any failed metric will be reported and discussed with COLP to identify key issues and agree appropriate mitigations to ensure measurable monthly improvement towards target. • Where an individual SLA target is not met 3 times within a 12-month period, a formal Remediation Plan will be discussed and agreed with COLP. • If there is a further instance of failed performance against the same individual SLA target following completion of the Remediation Plan within a 12- month period; ▪ the Remediation Plan will be reviewed and updated; ▪ Alternative service delivery approaches/routes may be considered; ▪ Digital Services Committee Members are advised of the issue.
Service Performance Management
