SLA Violation1-26翻译1.doc

SLA流程翻译 10.3.2. Execution with SLA Violation From time to time, service conditions will exceed the parameters specified in the SLA. At least two cases need to be examined, one where the Service Provider detects the outage first, and one where the customer detects and reports it first. The second case is depicted in Figures 10.10 and 10.11. The steps shown in Figures 10.10 and 10.11 are as follows: 10.3.2。执行SLA违例 有时，对客户提供的服务质量没有满足SLA中所要求的那样。至少有两种情况，一种是服务供应商首先发现业务中断了，另外一种是客户自己发现了业务受到了影响并将这个问题回报给供应商。下面我们要讲的就是第二种情况，正如图10.10和10.11所描绘的那样。 图10.10和10.11中所示的步骤如下： 1.The customer perceives service degradation and reports the visible parameters to Problem Handling. 当客户意识到服务下降后向问题处理功能元通报可视的参数。 2. Problem Handling sends details of the problem as reported by the customer to Customer QoS/SLA Management and Retention Loyalty. 问题处理功能元在收到客户的报告的问题后，将详情发到客户QoS/SLA管理和维系和忠诚度两个功能元上。 3. Retention Loyalty returns information to Problem Handling on the significance of the customer. 维系和忠诚度功能元将就客户提出问题的反馈信息给到问题处理功能元。 4. Customer QoS/SLA Management checks the customer SLA and undertakes various steps for tracking the problem in order to prevent the customer SLA from violated. e.g clock started. tracking initiated. it determines potential priorities or other actions depending on the type of customer SLA and informs Problem Handling. 在接受到问题处理功能元发来的问题详情后，为了保护客户的SLA,客户QoS/SLA管理功能元开始检查客户的SLA并且采取的各种不同的行动去跟踪问题，例如计时，启动监视。并且为这些行动确定潜在的顺序或依据客户SLA的类型采取其他行动并反馈问题处理功能元。 5. Problem Handling sends a detailed problem report with contract commitment data and request prioritization to Service Problem Management for normal flow handling. 问题处理功能元发送一个含有合同承诺数据详细问题报告和优先级的请求给业务问题管理功能元，并要求它进行正常的流程处理。 6/7/8、Service Problem Management investigates whether there is a problem, possibly engaging Resource Trouble Management for further investigate, and then requests Service Quality Management to correlate its findings. Service Quality Management either confirms the trouble report or, if no problem is noted, returns the a