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This task will see how the content of a service description relates to the content of a SLA. |
It will:
- introduce SLAs
- agree terminology
- explain how they relate to the other service artefacts - how can a service description feed a SLA e.g.
- quality of service
- access and use - cost of using the service
- to do this we will look at any minimum (regulated) content. The content of SLAs is highly regulated.
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Maybe we can have a follow up task if needed. Not part of first iteration.
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Introduction
| Term | Definition |
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| Service description | Information needed in order to use, or consider using, a service. |
| Formal arrangement | agreements for the provision of service |
| Service level agreement |
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Characteristics:
| Term | purpose | produced by | used by | concerns | contains | can be registered |
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| Service description | in order to use a service consider using a service | service provider | all service consumer | service instance | service metadata | yes |
| Service level agreement | contract when using a service | service provider-service consumerparticular | specific service consumer (and service provider-service consumer) | service instance | no |
Purpose and usage
The "formal arrangement" that covers the provision of an information service is specific to the service consumer. The same information service can be offered to different consumers on different conditions.
The formal arrangements can take different forms e.g.
- a detailed, individualised contract
- a service level agreement (SLA)
- a memorandum of cooperation
- an online tick-box agreeing to a set of conditions
The agreement of the formal arrangements can be as simple as checking a box or a complex process involving certification, approval of the use of the service by a strategy board, etc.
The series of regulations to be taken into account differs depending on the type of formal arrangement.
Correspondence with service description
A service description can form the starting point for the negotiations As the range of regulations to take into account is large, it is difficult to give generic advice and map the content of a service description to the content of the "formal arrangementarrangements".Service description is for the service
Correspondence with service description
A service description describes the service instance in a way that can be understood by all potential service consumers. It is not a contract , and it can be updated by the provider over time The as the service evolves.
However, the service description contains e.g. contains the minimum offered quality of service. Range of regulations to take into account is large. Difficult to give generic advice and map service description to Therefore, the content of a service description can inform the negotiations of the "formal arrangements".
Can also be e.g. an agreement that covers occasional use.
Using NM services involves a certificate, approval of a board...
arrangement". Typical content that can be used to inform negotiation of the "formal arrangement" on the negotiations are e.g. quality of service, source of information, and access and use conditions.
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Add to the diagram with the service artefacts e.g. definitions, overviews, descriptions. |
The agreed statement in the service level agreement may be different from that in the service description.
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SWIM-SERV-014 Quality of service concerns the quality of service .At the moment, it sounds like you do not want to commit to a given that is offered. A service provider may not provide a precise figure for the availability of the service. It is possible to state service in the service description, stating "best effort" in the service description . It is then possible possible to update the service description within the European SWIM Registry if you think an update is needed based on the feedback from operations. The "best effort" or precise figure is used to inform contract negotiations and the creation of a Service Level Agreement negotiations between the service provider and consumer. Indeed, it is the figure in the SLA that most interests consumers. Therefore, the service description can stay as "best effort" until you are confident you can provide a more accurate figure. The exact figure can be included in the relevant SLAsspecific service consumers. |
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Add to the diagram with the service artefacts e.g. definitions, overviews, descriptions. |
Regulated content
- An example of the type of regulation to be taken into account: https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX%3A32017R0373
- https://www.eurocontrol.int/publication/eurocontrol-guidelines-adq-formal-arrangements-fa