Customer QoS/SLA Management::Manage QoS/SLA Violation

The purpose of the Manage QoS/SLA Violation processes is to ensure that the customer and the relevant internal processes are informed of service quality degradations and violations and that action is undertaken to resolve the degradation or violation. They analyze all the information related to a QoS/SLA degradation or violation and take the appropriate actions when a soft threshold is crossed or the agreed QoS is violated. They follow up the actions to ensure that the customer is satisfied with the resolution of the problem. They ensure that the customer is informed of any planned maintenance or other scheduled events likely to impact delivery of the customer's service.