NOC Customer SLA Compliance and Monthly Reporting Checklist
This NOC customer SLA compliance checklist ensures adherence to MEF 10.4 Ethernet Services performance standards, ITU-T G.911 availability calculation methods, ITIL 4 Service Level Management, and TL 9000 Quality System Requirements for telecommunications. Designed for service delivery managers to verify monthly SLA performance and manage customer obligations.
- Industry: Telecommunications & IT
- Frequency: Monthly
- Estimated Time: 30-45 minutes
- Role: Service Delivery Manager / NOC Manager
- Total Items: 16
- Compliance: MEF 10.4 Ethernet Services Attributes and SLA Parameters, ITU-T G.911 Parameters and Calculation Methods for Network Availability, ITIL 4 Service Level Management Practice, TL 9000 R6.3 Quality System for Telecom, ISO/IEC 20000-1:2018 Service Continuity Management
Service Availability Metrics
Monthly availability calculation and SLA compliance determination.
- Network availability this month (%)
- All customer SLAs met this reporting period?
- Number of SLA breaches this month
- Service credits due to any customers?
Incident Resolution Performance
MTTR, MTTD, and P1 incident count review.
- Average MTTR this month (minutes)
- Average MTTD (detection time) this month (minutes)
- Total P1 incidents this month
- Repeat incidents with same root cause identified?
SLA Credit Processing
Credit calculation and customer notification.
- SLA credits calculated using contract formula?
- Credits approved by Finance and Management?
- Affected customers notified of SLA breaches and credits?
Monthly SLA Report
Report generation, distribution, and improvement planning.
- Monthly SLA performance report generated and reviewed?
- Report distributed to all stakeholders (management, customers)?
- Service improvement plan documented for each SLA breach?
- Customer SLA review meeting scheduled or completed?
- SLA Report Notes
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Why Use This NOC Customer SLA Compliance and Monthly Reporting Checklist?
This noc customer sla compliance and monthly reporting checklist helps telecommunications & it teams maintain compliance and operational excellence. Designed for service delivery manager / noc manager professionals, this checklist covers 16 critical inspection points across 4 sections. Recommended frequency: monthly.
Ensures compliance with MEF 10.4 Ethernet Services Attributes and SLA Parameters, ITU-T G.911 Parameters and Calculation Methods for Network Availability, ITIL 4 Service Level Management Practice, TL 9000 R6.3 Quality System for Telecom, ISO/IEC 20000-1:2018 Service Continuity Management. Regulatory-aligned for audit readiness and inspection documentation.
Frequently Asked Questions
What does the NOC Customer SLA Compliance and Monthly Reporting Checklist cover?
This checklist covers 16 inspection items across 4 sections: Service Availability Metrics, Incident Resolution Performance, SLA Credit Processing, Monthly SLA Report. It is designed for telecommunications & it operations and compliance.
How often should this checklist be completed?
This checklist should be completed monthly. Each completion takes approximately 30-45 minutes.
Who should use this NOC Customer SLA Compliance and Monthly Reporting Checklist?
This checklist is designed for Service Delivery Manager / NOC Manager professionals in the telecommunications & it industry. It can be used for self-assessments, team audits, and regulatory compliance documentation.
Can I download this checklist as a PDF?
Yes, this checklist is available as a free PDF download. You can also use it digitally in the POPProbe mobile app for real-time data capture, photo documentation, and automatic reporting.