Policies¶
8 governance policies that constrain entity operations, workflow execution, and business rules across the telecommunications ontology. Each policy is defined in enterprise-knowledge/policies/ as a Markdown file.
Policy Summary¶
| # | Policy | ID | TMF/Regulatory | Risk | Owner | Constrains |
|---|---|---|---|---|---|---|
| 1 | Network SLA Policy | POL-SLA-001 | TMF638 / eTOM: Assurance | Critical | CTO / VP Network Ops | Alarm, Fault_Ticket, Correlation_Group, SLA_Metric, KQI |
| 2 | Revenue Assurance Policy | POL-RA-001 | TMF678 / eTOM: Billing | Critical | CFO / VP Revenue Assurance | CDR_Record, Billing_Record, Revenue_Leakage, Prepay_Balance |
| 3 | Customer Retention Policy | POL-RET-001 | TMF629 / eTOM: Customer Relations | High | VP Customer / CMO | Subscriber_Master, Churn_Event, Campaign, NPS_Survey |
| 4 | Spectrum & Regulatory Policy | POL-SPEC-001 | TMF639 / Regulatory | Critical | VP Regulatory Affairs | Spectrum_License, Spectrum_Utilization, Interference_Event, QoS_Report |
| 5 | Network Capacity Policy | POL-CAP-001 | TMF639 / eTOM: Infrastructure | High | CTO / VP Network Planning | Cell_Site, Sector, Performance_Counter, Spectrum_Utilization |
| 6 | Data Privacy & Consent Policy | POL-PRIV-001 | GDPR / Local Regulator | Critical | DPO / Chief Privacy Officer | Subscriber_Master, Consent_Record, CDR_Record, Interaction_Record |
| 7 | Data Freshness Policy | POL-DATA-001 | TMF / eTOM | Medium | Chief Data Officer | All integration feeds |
| 8 | Field Operations Policy | POL-FIELD-001 | TMF621 / eTOM: Operations | High | VP Field Operations | Work_Order, Technician, Equipment_Telemetry, Site_Survey |
1. Network SLA Policy¶
ID: POL-SLA-001 | TMF: TMF638 / eTOM: Assurance | Systems: OSS, NMS, Fault Management
| Rule Area | Key Rules |
|---|---|
| Availability Target | Network availability >99.95%; measured per region and technology (4G/5G) |
| MTTR SLA | Critical fault: MTTR <2 hours; Major fault: MTTR <4 hours; Minor fault: MTTR <8 hours |
| Alarm Acknowledgment | Critical alarms acknowledged within 15 minutes; Major within 30 minutes; auto-escalation on breach |
| Alarm Noise Reduction | Target >70% alarm reduction via correlation; Correlation_Group rules reviewed quarterly |
| Predictive Fault Lead Time | Predictive fault models must provide >24 hours advance warning for infrastructure degradation |
| Customer-Impacting Threshold | >1,000 subscribers impacted = Critical classification; >10,000 = Emergency with CTO notification |
2. Revenue Assurance Policy¶
ID: POL-RA-001 | TMF: TMF678 / eTOM: Billing | Systems: BSS, Mediation, Billing
| Rule Area | Key Rules |
|---|---|
| Revenue Leakage Target | Revenue leakage <0.5% of gross revenue; monthly measurement and trending |
| CDR Processing Integrity | CDR processing integrity >99.95%; missing/duplicate CDR detection within 1 hour |
| Reconciliation Coverage | End-to-end reconciliation coverage 100% of revenue streams (voice, data, SMS, roaming, VAS) |
| Subscription Fraud Detection | Subscription fraud detected within 48 hours of activation; high-risk activations flagged in real-time |
| SIM Box Detection | SIM box detection rate >70%; anomaly patterns reviewed weekly |
| Rating Error Detection | Rating errors detected within the same billing cycle; retroactive corrections applied before invoice |
| Margin Validation | All new plan configurations validated for margin impact before launch; requires Revenue Assurance sign-off |
3. Customer Retention Policy¶
ID: POL-RET-001 | TMF: TMF629 / eTOM: Customer Relations | Systems: CRM, BSS, Campaign Management
| Rule Area | Key Rules |
|---|---|
| Churn Rate Target | Monthly churn rate target <1.2%; measured by value (revenue) and volume (subscribers) |
| Retention Intervention SLA | Platinum: intervention within 24 hours; Gold: 48 hours; Silver: 5 business days |
| Retention Budget Allocation | Budget allocated by CLV tier; Platinum: up to 3x monthly ARPU; Gold: 2x; Silver: 1x |
| Offer Stacking | Maximum 30% combined discount when stacking retention + loyalty + campaign offers |
| Contract Renewal | Renewal offers begin 60 days before contract expiry; escalation to retention team at 30 days |
| Win-Back Eligibility | Win-back campaigns eligible 30 days post-churn; different offer track from retention |
| Household Offers | Household/family offers require linked account verification; maximum 5 lines per household bundle |
4. Spectrum & Regulatory Policy¶
ID: POL-SPEC-001 | TMF: TMF639 / Regulatory | Systems: OSS, Spectrum Management, Regulatory Portal
| Rule Area | Key Rules |
|---|---|
| Spectrum Compliance | 100% of cells within spectrum license conditions; automated monitoring via Spectrum_Utilization |
| QoS Reporting | QoS reports filed before regulatory deadline 100%; automated generation from Performance_Counter data |
| Interference Detection | Interference detected and resolution initiated within 24 hours; root cause documented |
| Coverage Obligations | Coverage obligations met per license terms; quarterly progress reporting to regulator |
| Interconnect Disputes | Interconnect dispute resolution within 30 days; escalation to regulatory authority if unresolved |
| Regulatory Change Impact | Regulatory change impact assessment completed within 10 business days of publication |
| Data Privacy (GDPR) | Right-to-erasure fulfilled within 30 days; subscriber data deletion cascades across all systems |
5. Network Capacity Policy¶
ID: POL-CAP-001 | TMF: TMF639 / eTOM: Infrastructure | Systems: OSS, Network Planning, RAN
| Rule Area | Key Rules |
|---|---|
| PRB Utilization | Busy hour PRB utilization target <70%; breach triggers capacity planning review within 7 days |
| Congested Cells | Congested cells threshold <5% of fleet; measured weekly; trending tracked monthly |
| Traffic Forecast Accuracy | Traffic forecast accuracy MAPE <15%; models retrained quarterly with latest CDR/performance data |
| Spectrum Refarming | Spectrum refarming review quarterly for legacy bands (2G/3G); sunset recommendations to investment committee |
| CAPEX Prioritization | ROI-ranked CAPEX prioritization; all investments >$100K approved by investment committee |
| 5G Migration | Prioritize top 20% traffic cells for 5G migration; NR coverage targets per regional plan |
| Cell Site Build SLA | Cell site build SLA: 6 months from approval to live; monthly progress review with VP Network Planning |
6. Data Privacy & Consent Policy¶
ID: POL-PRIV-001 | Regulatory: GDPR / Local Regulator | Systems: All
| Rule Area | Key Rules |
|---|---|
| Consent Requirements | Explicit consent required for marketing, location tracking, analytics, and third-party data sharing |
| Data Retention | CDR/xDR: 12 months (or per regulator); billing records: 7 years; marketing consent: until withdrawn + audit trail |
| Right to Erasure | Right-to-erasure SLA: 30 days; cascades to CDR_Record, Interaction_Record, NPS_Survey, Campaign response data |
| Breach Notification | 72 hours to regulator; without undue delay to affected subscribers; incident response team activated immediately |
| Minimum Necessary Access | Data access limited to minimum necessary for job function; role-based access enforced across all systems |
| Pseudonymization | All subscriber data pseudonymized for analytics and AI model training; re-identification requires DPO approval |
| Privacy Impact Assessment | Annual privacy impact assessment for all subscriber-facing systems; new systems assessed before launch |
7. Data Freshness Policy¶
ID: POL-DATA-001 | TMF / eTOM | Systems: All
Structured System SLAs¶
| Source | Data | SLA |
|---|---|---|
| CDR / Mediation | CDR_Record, Data_Session, SMS_Record, Roaming_CDR | Near real-time (<15 min) |
| BSS / Billing | Subscriber_Master, Plan_Product, Billing_Record, Payment | On-change + daily full sync |
| OSS / Fault Management | Alarm, Fault_Ticket, Correlation_Group | Real-time (<1 min) |
| OSS / Performance Management | Performance_Counter, KQI, SLA_Metric | 15-min granularity |
| Salesforce CRM | Contact, Interaction_Record, Campaign, Service_Request | Near real-time (<5 min) |
| Field & Equipment | Equipment_Telemetry, Work_Order, Site_Survey | Real-time telemetry; daily WO sync |
| External | Competitor_Plan, Regulatory_Publication, GIS data | Daily scan |
Staleness Rules¶
- 2x SLA gap: alert Data Engineering
- 3x SLA gap: mark data as stale; exclude from AI workflow inputs; notify operations management
8. Field Operations Policy¶
ID: POL-FIELD-001 | TMF: TMF621 / eTOM: Operations | Systems: CMMS, Workforce Management, OSS
| Rule Area | Key Rules |
|---|---|
| Truck Roll Avoidance | Truck roll avoidance target >30%; remote diagnostics mandatory before dispatch |
| First-Fix Rate | First-fix rate target >85%; root cause analysis for repeat visits within 30 days |
| Dispatch SLA | Critical work orders: dispatch <4 hours; High: <8 hours; Standard: next business day |
| Predictive Maintenance | Predictive maintenance coverage >90% of critical equipment (power, cooling, antenna systems) |
| Technician Productivity | Technician jobs/day target >5.5; GPS-based routing optimization mandatory |
| Site Access | All technicians carry valid site access credentials; expired credentials = blocked dispatch |
| Safety Compliance | All field work compliant with tower climbing and RF exposure standards; safety incident = immediate stand-down |
| Parts Pre-Positioning | Top 50 spare parts stocked at regional hubs; stock-out on critical part = escalation to Supply Chain within 2 hours |