ponents of a typical product offering for a mobile opera- tor. Some components are network-derived, but several have little or no depend- ence on network resources. However, the contract with the customer is likely to encompass all aspects of the product including the non-network aspects. Therefore, the external SLA is likely to consist of a wide-ranging set of parameters defined in terms that are easily understood by the customer. Deriving this set of SLA criteria requires a clear understanding of what is important to the end-user, and is therefore best achieved by discussion and negotiation with the intended users. To validate SLA service parameters, such as availability, latency and loss, the equipment and management system must collect, store and present statistics for oss for Telecom Networks TE MPo Report Viewer: Service Level Agreement Service Level Agreement TENOR E.Com NETWORKS TDM Service Track # 897653987341 February 2001 50 Nagog Park Joesph Engineer Suite 2005 978 264 0000 Floor 9 978 264 0001 Acton, MA 01720 USA Summary of Services Traffic Profile Availability Latency Utilization Packet Loss Summary Summary Summary Summary 99.973 1.885 14,453 0.001 Availability Summary Latency Summary Utilization Summary Packet Loss Summary 19.60 0.001 14.70 0.000 Cancel Figure 7.4 TEMPo's data collection and reporting module generates SLA reports for each service created. conformance reporting. An example of how this might be experienced at the NOC is given by Tenor's TEMPo product. This product performs traffic monitoring and measurement to support the creation of SLA reports. TEMPO collects, correlates and archives these measurements to provide historical and real-time performance reports. These data can be presented in customizable record formats for easy inte- gration into third-party tools and applications. TEMPo provides web-based graphical access to SLA conformance information and reports can be saved in PDF format. TEMPo's SLA reports are automatically 4 Implementing Service Level Management generated daily