ETSI EG 202 009-3
User Group; Quality of telecom services; Part 3: Template for Service Level Agreements (SLA)
standard by European Telecommunications Standards Institute , 02/01/2002
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Part 3 of the deliverable defines the framework for a Service Level Agreement between a customer and a supplier of Telecommunications Services. Such a framework uses the methodology proposed in Part 1 to evaluate the Quality of Service, and defining the following concepts: d) The services covered by the SLA e) The performance or quality criteria pertinent from the user point of view with reference to the indicator values f) The methods to measure the performance or the quality of service In addition, a Service Level Agreement aims to define a common quality management process used by the supplier and the customer, including: a) Outage management b) Statistics for prevention c) Usage statistics etc.
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