TM Forum - Managing Service Quality

The Service Level Agreement Management project addresses SLA management with respect to the customer to service provider interface.
Go to a full overview of SLA/QoS

SLAM Documents

GB934 Application Note to SLA Management Handbook Release 2.0

About Network Performance Monitoring & Benchmarking In a Fast Changing Environment

GB938 Application Note to SLA Management Handbook: Video over IP / Wireline & Wireless Application Note Release 1.0

Voice over IP Application Note, GB934 - Release 1.0, version 1.0

SLA Management Handbook, Volume 2, Concepts and Principles - GB917 v2.5, r2.5

SLAM Overview

A Service Level Agreement (SLA) is a formal negotiated agreement between two parties. It is a contract that exists between the Service Provider (SP) and the Customer. It is designed to create a common understanding about service quality, priorities, responsibilities, etc. SLAs can cover many aspects of the relationship between the Customer and the SP, such as performance of services, customer care, billing, service provisioning, etc. However, although a SLA can cover such aspects, agreement on the level of service is the primary purpose of a SLA. The focus of this Handbook is therefore on the management of the SLA and the Quality of Service (QoS) that is agreed in the SLA.

The SLA Handbook will assist SPs in developing new services with associated SLA parameters, align SLA parameters to meet Customer requirements and internal processes, assign internal processes according to S...
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White Papers - SLAM

To Submit a White Paper, please click here for full information and answers to frequently asked questions.

Customer Experience Management
Aran Technologies discusses the need for mobile operators to manage the experience their customers have while using their services.

Implementing Service Level Management
Implementing Service Level Management can initially be seen as an impossible project with no clear starting point. It is clear that there is much more involved than simply integrating a technology solution with existing OSS systems. There are a number of other aspects that must be included as part of such a project if the implementation is to deliver real benefits to the business. This paper identifies many of the aspects of Service Level Management that need to be considered and, with reference to several industry initiatives, provides a number of pointers to assist with a successful implementation.

Case Studies - SLAM

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Today's focus: SLAs: Internap's proactive approach
When it comes to service-level agreements, Internap Network Services adheres to the idea that the best defense is a good offense. That's why this provider of high-performance managed Internet services has designed its SLAs to be proactive when it comes to network outages and credits.