The present invention describes a system for automatically monitoring and managing
Service Level Agreements on behalf of Service Providers (such as Application Service
providers). The system is based on a specialized SLA language that can translate
complex or simple Service Level Agreements into measurable and controllable criterion.
The system enables Application Service providers to set up customized Service Level
Agreements with customers, and monitor, modify and control all aspects of these
agreements, including billing, sales, Customer Relation Management, customer support
and Quality of Service. The technology on which the present invention is based
is a formula driven language that translates Service Level Agreement details into
commands. As such these details can be tracked and processed to produce detailed
reports and summaries.
