System for managing services and service provider agreements

• US 7,412,403 B2
• Filed: 06/12/2006
• Issued: 08/12/2008
• Est. Priority Date: 02/13/2002
• Status: Expired due to Term

• Current Assignee: Tangoe US, Inc. (Asentinel Holdings LP)
• Original Assignee: Tangoe Incorporated
• Inventors: Gamble, Charles, Schmidt, Paul, Subbloie, Al
• Primary Examiner(s): Jeanty; Romain
• Application Number:
  US11/451,104
• Publication Number:
  US 20060229935A1
• Time in Patent Office: 792 Days
• Field of Search: 705/11, 705/1, 705/7
• US Class Current: 705/7.35
• CPC Class Codes: G06Q 10/06375 Prediction of business process outcome or impact based on a proposed change
• CPC Class Codes: G06Q 10/0639 Performance analysis of employees; Performance analysis of enterprise or organisation operations
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 30/0206 Price or cost determination based on market factors

Abstract

A system for managing service provider agreements, the system comprising a server, an agreements database accessible by the server, the agreements database having stored thereon contracted performance data indicative of minimum service performance required by at least one service provider agreement, a user preferences database accessible by the server, the preferences database having stored thereon user preference data indicative of a user specified maximum allowable deviance from the minimum service performance, a performance measurement module in communication with the server; the performance measurement module gathering actual performance data indicative of actual service performance and a variance calculator in communication with the server, the variance calculator determining agreement conformity status by determining whether the actual system performance indicated by the actual service performance data corresponds with the minimum service performance indicated by the contracted performance data within the maximum allowable deviance indicated by the user preference data.

Claims

1. A system for managing a telecommunications service provider agreement between a service provider and a customer comprising:

a computer;

a service provider agreement including a performance metric of which a minimum level of telecommunications service performance is required to be provided to the user;

a threshold level indicative of a user specified maximum allowable deviance from the minimum level of service performance;

performance measurement data indicative of actual service performance provided to the user;

a variance calculator determining whether said performance measurement data exceeds said threshold level; and

a notification accessible by a user that informs the user that said threshold level has been exceeded;

wherein the performance metric is selected from the group consisting of the following metrics;

market rates, contract constructs, service level agreement constructs, network design optimization and utilization and combinations of these metrics.

2. The system according to claim 1 wherein when the performance metric comprises market rates, the system searches for optimal rates available in the market for service provider services and products.

3. The system according to claim 1 wherein when the performance metric comprises service level agreement constructs, the service level agreement constructs include the service provider'"'"'s obligation to deliver a certain level of service selected from the group consisting of:

percentage of downtime, mean time to repair, credits that the service provider must issue to the user in the event of failure to meet contracted obligations.

4. The system according to claim 1 wherein when the performance metric comprises network design optimization, the network configuration is analyzed and modified to increase the level of service provided to and to lower the price offered to the user.

5. The system according to claim 1 wherein when the performance metric comprises network design utilization, the network configuration is analyzed to determine whether the network is either over-utilized or under-utilized.

6. The system according to claim 1 further comprising a credit calculation for determining a credit to be supplied to the user by the service provider for exceeding said threshold level.

7. The system according to claim 1 wherein said performance measurement data is analyzed and compared to current market rates to determine where performance may be increased and/or cost may be lowered.

8. The system according to claim 1 further comprising a user preferences database in which said minimum level of service performance is stored.

9. The system according to claim 8 wherein said user preferences database is updatable by the user.

10. The system according to claim 1 wherein said notification is automatically sent to the user.

11. A system for facilitating the procurement of networked telecommunications services between a service provider and a customer comprising:

a server;

a user preferences database accessible by the server and having user telecommunications need data including a performance metric indicative of a user'"'"'s requirements for telecommunications services including a minimum level of service performance required to be provided to the user;

a service provider database accessible by the server and having available telecommunications services data indicative of available services;

a provider module updating the available services data; and

a variance calculator module determining procurement prospects by calculating which of the available services data satisfies the user'"'"'s requirements;

wherein the performance metric is selected from the group consisting of the following metrics;

market rates, contract constructs, service level agreement constructs, network design optimization and utilization and combinations of these metrics.

12. The system according to claim 11 wherein when the performance metric comprises market rates, the system searches for optimal rates available in the market for service provider services and products.

13. The system according to claim 11 wherein when the performance metric comprises service level agreement constructs, the service level agreement constructs include the service provider'"'"'s obligation to deliver a certain level of service selected from the group consisting of:

percentage of downtime, mean time to repair, credits that the service provider must issue to the user in the event of failure to meet contracted obligations.

14. The system according to claim 11 wherein when the performance metric comprises network design optimization, the network configuration is analyzed and modified to increase the level of service provided to and to lower the price offered to the user.

15. The system according to claim 11 wherein when the performance metric comprises network design utilization, the network configuration is analyzed to determine whether the network is either over-utilized or under-utilized.

16. The system according to claim 11 further comprising a notification module, which notifies the user that a procurement prospect has been identified.

17. A method for managing a telecommunications service provider agreement between a service provider and a customer comprising the steps of:

storing a service provider agreement on a database, the service provider agreement including a performance metric indicative of a user'"'"'s requirements for telecommunications services including a minimum level of service performance required to be provided to the user;

establishing a threshold level indicative of a user specified maximum allowable deviance from the minimum level of service performance;

measuring performance data indicative of actual service performance provided to the user; and

determining whether said performance measurement data exceeds said threshold level;

wherein the performance metric is selected from the group consisting of the following metrics;

market rates, contract constructs, service level agreement constructs, network design optimization and utilization and combinations of these metrics.

18. The method according to claim 17 further comprising the step of notifying a recipient if the threshold level is exceeded.

19. The method according to claim 17 further comprising the step of soliciting a credit from the service provider for exceeding the threshold.

20. The method according to claim 19 further comprising the step of tracking a credit provided by the service provider for exceeding a threshold.

21. The method according to claim 17 further comprising the step of tracing an exceeded threshold from when the threshold was exceeded until resolution.

22. The method according to claim 17 wherein when the performance metric comprises market rates, the system searches for optimal rates available in the market for service provider services and products.

23. The method according to claim 17 wherein when the performance metric comprises service level agreement constructs, the service level agreement constructs include the service provider'"'"'s obligation to deliver a certain level of service selected from the group consisting of:

percentage of downtime, mean time to repair, credits that the service provider must issue to the user in the event of failure to meet contracted obligations.

24. The method according to claim 17 wherein when the performance metric comprises network design optimization, the network configuration is analyzed and modified to increase the level of service provided to and to lower the price offered to the user.

25. The method according to claim 17 wherein when the performance metric comprises network design utilization, the network configuration is analyzed to determine whether the network is either over-utilized or under-utilized.

26. A system for managing a service provider agreement between a service provider and a customer comprising:

a computer;

a service provider agreement including a performance metric of which a minimum level of service performance is required to be provided to the user;

a threshold level indicative of a user specified maximum allowable deviance from the minimum level of service performance;

performance measurement data indicative of actual service performance provided to the user;

a variance calculator determining whether said performance measurement data exceeds said threshold level; and

a notification accessible by a user that informs the user that said threshold level has been exceeded;

said service provider agreement selected from the group consisting of;

application, storage, management, Internet, online, telecommunications, peering, collocation, data, outsourcing, hosting, financial, service level, utilities and combinations thereof;

wherein the performance metric is selected from the group consisting of;

market rates, contract constructs, service level agreement constructs, network design optimization and utilization and combinations of these.

27. The system according to claim 26 wherein when the performance metric comprises market rates, the system searches for optimal rates available in the market for service provider services and products.

28. The system according to claim 26 wherein when the performance metric comprises service level agreement constructs, the service level agreement constructs include the service provider'"'"'s obligation to deliver a certain level of service selected from the group consisting of:

percentage of downtime, mean time to repair, credits that the service provider must issue to the user in the event of failure to meet contracted obligations.

29. The system according to claim 26 wherein when the performance metric comprises network design optimization, the network configuration is analyzed and modified to increase the level of service provided to and to lower the price offered to the user.

30. The system according to claim 26 wherein when the performance metric comprises network design utilization, the network configuration is analyzed to determine whether the network is either over-utilized or under-utilized.

31. The system according to claim 26 further comprising a credit calculation for determining a credit to be supplied to the user by the service provider for exceeding said threshold level.

32. The system according to claim 26 wherein said performance measurement data is analyzed and compared to current market rates to determine where performance may be increased and/or cost may be lowered.

33. The system according to claim 26 further comprising a user preferences database in which said minimum level of service performance is stored.

34. The system according to claim 33 wherein said user preferences database is updatable by the user.

35. The system according to claim 26 wherein said notification is automatically sent to the user.