Summary

This ITU-T Recommendation, making reference to the basic principles of the management of the Grade Of network Maintenance Services (GOMS) at the Maintenance Service Customer Contact point (MSCC)^[1], provides to both a Maintenance Service Customer (MSC) and a Maintenance Service Provider (MSP) of any Maintenance Service (MS), specific guidelines to establish and manage the effectiveness of an appropriate network^[2] Maintenance Service Performance Agreement (MSPA).

An MSPA is a set of appropriate procedures and targets related to specific performance parameters, action plans and relevant action points which areformally or informally agreed between an MSC and an MSP, in order to support ITU-T Recommendations and achieve and maintain the agreed GOMS under all possible operational circumstances. If both MSC and MSP wish to further improve the previously agreed GOMS, the MSPA guidelines may also be used. The MSPA may be an integral part of a contract or an informal agreement between the parties involved.