The solution includes a set of modules and business process oriented for monitoring and quality control, reporting of anomalies in the quality of services provided, mechanisms of escalation and solving through the carrier’s internal departments and third parties. Each transgression, quality anomalies and infringement of service availability correspond directly to conditions which are stipulated in the agreements with customers, based on which rebates and discounts are calculated in the billing system.

SLA Management – includes management of conditions of services provided and assurance of their quality. The main task of the SLA module is to ensure logical contact between the business SLA conditions of agreements with end customers, and the physical QoS, KPI conditions for particular services and network devices included in the service provided to the end customer. SLA defines parameters assigned to services and network devices included in the service, which are necessary for proper execution of notifications supported by the Problem Management module. Thus, SLA constitutes a database of parameters that define, among others, maximum time to respond, repair, replace, etc. for particular network devices.

Problem Management – enables high-quality support for the reporting of failures, incidents, service / warranty requests and complaints of any kind. It offers 24-hour access to accurate information about customers, products, services, devices, ensuring effective realisation of processes that support particular notifications.

Performance Management – responsible for monitoring of agreement execution parameters. Agreements for which SLA control has been defined are monitored in terms of business parameters. Each breach of a specific parameter is recorded and made available for the billing system. The parameters defined and monitored in the SLA module correspond directly to conditions stipulated in agreements based on which rebates and discounts are calculated in the billing system.