Towards Compensable SLAs
- Resource Type
- Authors
- Antonio Ruiz-Cortés; Antonio Manuel Gutiérrez; Carlos Müller; Manuel Resinas; Pablo Fernandez
- Source
- Communications in Computer and Information Science ISBN: 9783319148854
ESOCC Workshops
- Subject
- Service (business)
Knowledge management
Level of service
business.industry
Computer science
media_common.quotation_subject
ComputerSystemsOrganization_COMPUTER-COMMUNICATIONNETWORKS
Service level objective
Context (language use)
Service provider
Service-level agreement
Risk analysis (engineering)
Service level
business
Function (engineering)
media_common
- Language
Service Level Agreements (SLA) describe the rights and obligations of parties involved (typically the service consumer and the service provider); amongst other information they could include the definition of compensations: penalties and/or rewards depending on the level of service provided. We coin the concept of Compensable SLAs to such that include compensation information inside. In such a context, in spite of important steps towards the automation of the management of SLAs have been given, the expression of compensations remains as an important challenge to be addressed. In this paper we aim to provide a characterization model to create Compensable SLAs; specifically, the main contributions include: (i) the conceptualization of the Compensation Function to express consistently penalties and rewards. (ii) a model for Compensable SLAs as a set of guarantees that associate Service Level Objectives with Compensation Functions. We provide some properties and aspects that have been used to analyse two real-world SLAs.