Customer Support Management::Support Customer QoS/SLA

The responsibilities of the Support Customer QoS/SLA Management processes are twofold - support Customer QoS/SLA Management processes by proactively monitoring and assessing the performance of purchased product offerings as a group against agreed QoS/SLA parameters, and monitoring, managing and reporting on the capability of the Customer QoS/SLA Management processes.
Proactive management is undertaken using a range of performance parameters, whether technical, time, economic or process related.
The responsibilities of the processes include, but are not limited to:
• Undertaking proactive monitoring regimes of groups of similar purchased product offerings as required to ensure ongoing performance within agreed parameters over time;
• Developing and maintaining, in the product offering  repository, acceptable and/or commercially agreed performance threshold standards for purchased product offerings to support the Customer QoS/SLA Management processes;
• Undertaking trend analysis, and producing reports, of the QoS performance of groups of like purchased product offerings to identify any longer term deterioration;
• Monitoring and analyzing the purchased product offering performance analyses produced by the Customer QoS/SLA Management processes to identify problems that may be applicable to purchased product offerings as a whole;
• Aggregate analysis of QoS performance across groups of customers or aggregate analysis of SLA types;
• Sourcing details relating to purchased product offerings performance and analysis from the product offering inventory to assist in the development of trend analyses;
• Logging the results of the analysis into the product offering inventory repository;
• Establishing and managing facilities to inform customers of, and negotiate agreement for, planned service outages;
• Tracking and monitoring of the Customer QoS/SLA Management processes and associated costs, and reporting on the capability of the Customer QoS/SLA Management processes;
• Establishing and managing customer notification facilities and lists to support the Customer QoS/SLA Management notification and reporting processes
• Supporting the Support Customer QoS/SLA Management process.