Method and apparatus for designating and implementing support level agreements
First Claim
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.
2 Assignments
0 Petitions
Accused Products
Abstract
An apparatus, system, and a corresponding method, for designating and implementing support level agreements (SLAs). A customer forwards a query defining required resources. Predetermined support level agreement options are then provided to the user based upon the required resources. The customer then forwards their selection of a particular predetermined support level agreement, which includes a plurality of measurement monitors and corresponding non-compliance thresholds defined therein. Based upon the particular support level agreement selected by the customer, service for that customer is enabled.
57 Citations
20 Claims
-
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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)
-
-
14. A service level agreement (SLA) modeling tool, comprising:
-
means for storing a plurality of component definitions, the component definitions having attributes describing available measurement monitors corresponding to the respective component, and having attributes describing allowable measurement ranges, wherein each component definition corresponds to one of a plurality of SLA levels; a user interface enabling a user to select one or more stored components, wherein the user also selects one of the plurality of SLA levels, the SLA level defining a non-compliance threshold for each enabled measurement monitor; means for deploying an installation module containing one or more of user 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 the means for deploying, and wherein the installation module automatically installs one or more measurement monitors and notification processes on each target system; means for automatically generating a first deliverable that enables appropriate monitors, thresholds, and notification methods to be automatically installed on each target system; means for automatically generating 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 means for determining cost and penalty information related to the thresholds. - View Dependent Claims (15, 16, 17)
-
-
18. A system for automatically implementing a service level agreement (SLA) in a utility data center (UDC), comprising:
-
a UDC having at least one control plane, each control plane controlling a plurality of components, the components comprising at least one virtual local area network (VLAN, or Enterprise); an environmental component description corresponding to an enterprise in the UDC; and a service level agreement (SLA) modeling system using the environmental component description of an enterprise to customize a display of a graphic user interface (GUI), wherein the GUI provides valid SLA choices for a user, the valid choices corresponding to the environmental component description, and wherein the SLA modeling system deploys an installation module containing the environmental component description to components of an enterprise in response to the user'"'"'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 component of the enterprise. - View Dependent Claims (19, 20)
-
Specification