SLA MONITORING SERVICE
SLA MONITORING SERVICE
Real-time network performance assurance system
Real-time network performance assurance system
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THE SOLUTION
THE SOLUTION
A centralized service level agreement (SLA) monitoring system integrated into the network management platform (NMS). The solution allows performance tests to be configured in just a few clicks and offers dynamic dashboards that transform raw network data into clear business indicators.
THE CHALLENGE
THE CHALLENGE
Telecommunications Service Providers (CSPs) struggled to guarantee the Quality of Service (QoS) promised in their Service Level Agreements (SLAs) due to a lack of granular visibility. The challenge was to design a monitoring system capable of collecting and processing massive real-time data streams to detect network degradation (latency, jitter, packet loss) before they impacted end users.
TARGET AUDIENCE
TARGET AUDIENCE
B2B customers, service provider customer support agents
MY STRATEGY AND ACTIONS
MY STRATEGY AND ACTIONS
Strategic Scoping: collected and analyzed critical requirements from B2B clients to define the product's functional scope.
Architecture Design: designed the technical architecture to ensure reliable data collection and seamless automation of the dispute management system.
Integration Management: managed the operational system integration tasks and low-level service configuration.
Quality Assurance: conducted User Acceptance Testing (UAT) to ensure the robustness of the automated reimbursement engine prior to launch.
RESULTS AND BUSINESS IMPACT
RESULTS AND BUSINESS IMPACT
New Revenue Streams: enabled the provider to launch premium services based on enhanced SLA guarantees, creating a new product line.
Increased Retention: achieved a 23% increase in 90-day retention rates through system transparency and proactivity.
Support Efficiency: Standardized B2B support ticket resolution times, significantly reducing the workload for operational teams.
Customer Trust: Fully automated the compensation process, eliminating manual negotiations during service interruptions.
TEAM & LEADERSHIP
TEAM & LEADERSHIP
Structure: specialized technical team
Team size: small expert team managed directly
Managed expertise:
Single back-end developer
Integration engineer
PRODUCT TYPE
PRODUCT TYPE
Enterprise software
STACK
STACK
Network monitoring & management protocols
Java 2 Platform, Enterprise Edition
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