or their provisioning solutions. Amdocs is also a major player in order management. Eftia OSS Solutions is another well-known vendor for order management solutions. The vendors specified here are just a few of the key players in fulfillment space and this should not be considered a conclusive list. 20.3 Assurance Process The assurance process involves the set of operations used to assure that the services offered to the customer are meeting expected performance levels (see Figure 20.7). The "assurance" process embodies a range of OSS solutions to ensure that a net- work is operating properly and that service quality thresholds are maintained. Two main areas covered under assurance are problem handling and data management across customer, service, and network. Once an order is completed, continuous monitoring is required to ensure that the SLA agreed upon with the customer is being satisfied, the service quality is optimal with the usage of hardware within permissible limits and the network performance guarantees maintaining the service as per SLA without any outages. Associated with monitoring is the identification Customer Customer Customer Customer problem QoS/SLA retention handling management and loyalty Service Service Service Service problem mediation quality management and planning management Network Network data Network Network Network trouble collection and performance maintenance handling distribution management and restoration Figure 20.7 Assurance process. OSS/BSS Functions of bugs and corrective actions to fix fault scenarios. The bugs can be identified and reported by the customer, or it could be identified as a service or network log as part of monitoring. Managing the lifecycle of the bugs identified is an essential part of assurance. Network and service management is mostly covered under assurance. The collection of management records, distribution of records to other management applications, performing maintenance operations like installing patch and chang- ing configuration, restoring an element