Figure C.04 - Customer Service Level Agreement Business Entities

A Customer Service Level Agreement differs from other types of Service Level Agreements due to the fact that a Customer is one of the PartyRoles involved in the Service Level Agreement, while other roles are involved in other types of agreements.  For example, a Supplier is involved in a Supplier Service Level Agreement.  See GB922 Agreement Guide Book for details of Agreements and Service Level Agreements.  See GB922 Service Overview Guide Book for details of Service Level Specifications and Service Level Objectives.<br/>The figure below provides an overview of a Service Level Agreement.  It does not show all of the relevant associations to reduce the complexity of the figure. In particular, associations that BusinessInteraction or BusinessInteractionItems have with other entities are suppressed.  Two examples of this are the suppression of the association between a BusinessInteractionItem and a ProductOfferingSpecification as well as the association between a BusinessInteraction and a Customer playing a PartyRole.<br/>