UC-4.8

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Main Page > Requirements > OAIS Use Cases > UC-4 Administration > UC-4.8 Administering Customer Services

[edit] UC-4.8 Administering Customer Services

Summary
Number

UC-4.8

Name

Administering Customer Services

Context

UC-4 Administration

Sub-Use Cases

None

Overview

Administering Customer Services maintains Customer accounts for the purpose of billing Consumers for OAIS services. It also collects and responds to feedback on the provision of services.

Actors
  • Customer Service
  • Consumer
  • Preservation Planning>Develop Preservation Strategies and Standards
  • Access>Deliver Response
Description
Preconditions
  • Consumer billing policies exist
Trigger
  • Receive billing information from Access>Deliver Response (UC-6.7, step 8; or UC-6.8, step 8); or,
  • Receive feedback [from Consumer?]
Successful outcome
  • Payment received
Steps
  1. Customer Service creates, maintains and deletes Consumer accounts (OAIS Page 4-12, s. 4.1.1.5)
  2. Customer Service collects billing information from Access (OAIS Page 4-12, s. 4.1.1.5; Figure F-1: Composite of Functional Entities)
  3. Customer Service sends bill to Consumer (OAIS Page 4-12, s. 4.1.1.5; Figure F-1: Composite of Functional Entities)
  4. Customer Service receives payment from Consumer for the utilization of archive system resources (OAIS Page 4-12, s. 4.1.1.5; Figure F-1: Composite of Functional Entities)
  5. Customer Service responds to general information requests (OAIS Page 4-12, s. 4.1.1.5)
  6. Customer Service collects feedback on Access services and products (OAIS Page 4-12, s. 4.1.1.5)
  7. Customer Service responds to feedback on Access services and products (OAIS Page 4-12, s. 4.1.1.5)
  8. Customer Service sends Consumer comments to Preservation Planning>Develop Preservation Strategies and Standards (OAIS Page 4-12, s. 4.1.1.5; Figure F-1: Composite of Functional Entities)
Exceptions
  • Payment not received
Documentation
Citations

OAIS Page 4-12, s. 4.1.1.5 "The Customer Service function will create, maintain and delete Consumer accounts. It will collect billing information from Access and will send bills and collect payment from Consumers for the utilization of archive system resources. It will respond to general information requests. This function will also collect and respond to feedback on Access services and products. Customer Service will summarize these comments and make them available."

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