owes, preparing the customer invoice and also applying any payments made along with adjustments based on discounts or breach in service level agreements. Managing the customer expectations is also becoming an important aspect in customer management. Parameters like quality of end user experience and providing features for customers to manage their service is now part of most cus- tomer management systems. Other aspects of managing the customer expectations include communicating the service performance to customer, informing about any scheduled outage well in advance, resolution of any failure in shortest time possible, and obtaining feedback on how much satisfaction the customer has with the resolu- tion, giving offers and discounts, and also having a good customer support desk. 19.4.2 Support Systems to Manage Service The support systems play a major role in managing the services that are offered to the customer. Each service is associated with a set of legal and contractual specifica- tions that needs to be tracked and managed. Automated support systems keep track of the key performance indicators (KPIs) that are linked to the SLA and take cor- rective action whenever the possibility of SLA breach is flagged. In addition to the contracts for the service, the product offerings in the service, the pricing, promo- tions, and discounts also need to be planned and tracked. While fulfillment, assur- ance, and billing of the service are the day-to-day activities, there is also a platform and product planning to be done in the backend. This includes deciding when the services should be made available, what features should be offered, and decision on the possible quote for offering the service. The order management process also needs to be managed by the support system. This solution is closely integrated with the service provisioning module. So once the order is confirmed, the provisioning is triggered, which includes configuring the net- work to deliver the ordered service for the contractual specifications agreed upo