Internet is currently evolving from a best effort only service towards a service that supports different levels of Quality of Service (QoS). The service provider makes a (legally binding) commitment to deliver those specified levels of QoS. The next step is to enable customers to influence the behavior and configuration of their own instance of the service. This is called Customer Service Management. A key concept to enable customer service management is the concept of a Service Level Agreement. In this deliverable Service Level Agreements (SLAs) are defined and examined in detail, in particular for IP based networks like the Internet.
|Publisher||University of Twente, Centre for Telematics and Information Technology (CTIT)|