It is not uncommon for an Internet backbone service provider (or network service provider) to explicitly display its own SLA on its website. [7][8][9] The U.S. Telecommunications Act of 1996 does not expressly require companies to have SAs, but it does provide a framework for Section 251 and Section 252 carriers. [10] For example, Section 252(c)(1) (“Obligation to Trade”) requires established local stock exchange operators (ILECs) to negotiate in good faith issues such as resale and access to rights of way. This last point is critical; Service requirements and vendor functions are changing, so there needs to be a way to ensure that the SLA is updated. A service level agreement defines what both parties want to achieve with their agreement, as well as a description of each party`s responsibilities, including expected results with performance indicators. A service level agreement typically has a duration specified in the agreement. All services contained in the agreement are described and may also contain details about service performance monitoring procedures and troubleshooting procedures. Using a multi-step structure for a large organization reduces double effort while providing adaptation for clients and services. Therefore, at the enterprise level, SLAs apply to every one and every department of that organization. Customer-level SLAs apply to the department, etc.
We will take a look at our catalog of services in order to understand the relationship between the business sectors involved and the processes that take place during the provision of each service. This type of agreement is used for individual customers and covers all relevant services that a customer may need, while only one contract is used. It contains information on the nature and quality of the agreed service. For example, a telecommunications service includes voice calls, messaging, and Internet services, but all of this exists under one contract. The service elements include the particularities of the services provided (and what is excluded if there is reason to doubt), the conditions of availability of the service, standards such as the window of opportunity for each level of service (for example, prime time and non-prime time may have different levels of service), the responsibilities of each party, escalation procedures and cost/service trade-offs. The SLA is divided into different levels, which cater to different customers within the same organization. Meeting service level agreements is part of service level management. Whenever a service changes or the service level objective of a service change is available, the service level agreement must be reviewed and revised. The new Service Level Agreement must reflect changes to the service or service level objectives. Therefore, the management of service level agreements is an important part of ITIL`s continuous service improvement.
The main point is to create a new layer on the network, cloud or SOA middleware, capable of creating a negotiation mechanism between service providers and consumers. For example, the EU-funded Framework 7 research project SLA@SOI[12], which investigates aspects of multi-tier, multi-vendor SLAs within service-oriented infrastructure and cloud computing, while another EU-funded project, VISION Cloud,[13] has delivered results for content-oriented ASAs. Service level agreements are also defined at different levels: the second type of service level agreement structure is the customer-based SLA. A customer-based SLA is an agreement with a customer that covers all services used by that customer.. . .
