Timely Escalation of Potential SLA Problems

Cisco SONA technology and SAP's GRC application provide continuous monitoring and periodic testing of compliance for customer support SLAs. This can apply to various time-based internal or external business commitments, including customer loan approvals, delivery times, product spoilage dates, or regulatory reporting deadlines.

The Service Level Assurance Composite Application by Cisco and SAP integrates events from customer service applications, IP phones, and historical support interactions, among others, and generates real-time notifications to users based on their location and information delivery capabilities. It does this before a process fails to meet an SLA performance level, thereby providing a reasonable amount of time to respond to the notification and eliminate the noncompliance. The SLAs can be broadly defined, referring to any instance in which poor performance would incur a financial penalty.