Managing violations in service level agreements
Managing violations in service level agreements
复制标题
管理服务级别协议中的违规行为
DOI：
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发表时间：
2008
期刊：
影响因子：
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通讯作者：
Dana Cojocarasu
中科院分区：
文献类型：
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作者：
O. Rana;M. Warnier;T. Quillinan;F. Brazier;Dana Cojocarasu
服务水平协议（SLA）代表服务用户和提供商之间在特定服务提供上下文中的协议。SLA包含必须由提供程序维护的服务质量属性。这些通常被定义为一组服务级别目标（SLO）。这些属性必须是可测量的，并且必须在SLA中约定的服务提供期间进行监控。SLA还必须包含一组惩罚条款，规定当服务提供商未能提供预先约定的质量时会发生什么。虽然在如何具体规定和监测SLO方面开展了大量工作，但没有多少工作侧重于实际确定SLO如何受到选择具体处罚条款的影响。为了解决有关各方之间的冲突，可能需要一个可信赖的调解人的参与。该文件的主要重点是确定特定的处罚条款，可以与SLA。
A Service Level Agreement (SLA) represents an agreement between a service user and a provider in the context of a particular service provision. SLAs contain Quality of Service properties that must be maintained by a provider. These are generally defined as a set of Service Level Objectives (SLOs). These properties need to be measurable and must be monitored during the provision of the service that has been agreed in the SLA. The SLA must also contain a set of penalty clauses specifying what happens when service providers fail to deliver the preagreed quality. Although significant work exists on how SLOs may be specified and monitored, not much work has focused on actually identifying how SLOs may be impacted by the choice of specific penalty clauses. The participation of a trusted mediator may be necessary to resolve conflicts between involved parties. The main focus of the paper is on identifying particular penalty clauses that can be associated with an SLA.