Customer Satisfaction SLA Assessment Framework

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1. Overall QoS delivered
2. Overall SLA compliance

3. Customer satisfaction
a) Service level agreements
i. Contractual performance
ii. Financial performance

b) Network performance
i. Availability
ii. Other metrics

c) Operations performance
i. Call center
ii. Ordering
iii. Help desk/Network Operations Center (NOC)
iv. Field services
v. Billing

d) Service level agreement reporting
i. Notifications
ii. Metrics

e) Service level agreement reconciliation
i. Accuracy
ii. Timeliness

4. Recommended improvements

5. Other requirements