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Method and apparatus for designating and implementing support level agreements

  • US 7,583,607 B2
  • Filed: 03/06/2003
  • Issued: 09/01/2009
  • Est. Priority Date: 03/06/2003
  • Status: Expired due to Fees
First Claim
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1. A method for implementing support level agreements (SLAs), the method being executed by a computer comprising a processor and a memory comprising:

  • using the processor to receive a query from a customer, wherein the query defines required resources;

    providing predetermined support level agreement options to the customer, based on the required resources, the predetermined support level agreement options are stored in the memory;

    receiving the customer'"'"'s selection of a predetermined support level agreement (SLA), wherein the predetermined SLA defines a plurality of measurement monitors and corresponding non-compliance thresholds and is stored in the memory; and

    using the processor to deploy an installation module containing one or more of customer selected measurement monitors and corresponding non-compliance thresholds to one or more target systems in response to a customer'"'"'s request to implement the SLA, wherein a network service subject component defines a delivery mechanism for deploying the installation module, and wherein the installation module automatically generates a first deliverable that enables appropriate monitors, thresholds, and notification methods to be automatically installed on each target system, automatically generates a second deliverable that is a textual version of the SLA to be included in a provider contract to define one or more of target components and costs, and automatically installs one or more measurement monitors and notification processes on each target system.

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