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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
- A service-level agreement (SLA) is a commitment between a service provider and a client. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user. (wikipedia)
- is a written contract between a service provider and its customer to define the agreed level of quality of that service.
Characteristics:
in order to use a service
consider using a service
contract when using a service
Purpose and usage
A service description can form the starting point for discussions on the SLA. The service description e.g. contains the minimum offered quality of service.
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An example of a difference in a SLA over a service description can be found in this discussion on SWIM-SERV-014 Quality of service. At the moment, it sounds like you do not want to commit to a given figure for the availability of the service. It is possible to state "best effort" in the service description. It is then possible to update the service description within the European SWIM Registry if you think an update is needed based on the feedback from operations. SWIM-SERV-014 concerns the quality of service that is offered. The figure is used to inform contract negotiations and the creation of a Service Level Agreement between the 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 SLAs. |
Correspondence with service description
Range of regulations to take into account is large. Difficult to give generic advice and map service description to the "formal arrangements".
Service description is for the service. It is not a contract, can be updated over time
The "formal arrangement" (e.g. contract, SLA, MOC, online tick-box agreeing to conditions) is specific to the provider and consumer. Series of regulations to be taken into account depending on the type of formal arrangement.
Can also be e.g. an agreement that covers occasional use.
Using NM services involves a certificate, approval of a board...
The same service can be offered to different consumers on different conditions.
Typical content that can be used to inform negotiation of the "formal arrangement" on e.g. quality of service, source of information, access and use conditions.
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Add to the diagram with the service artefacts e.g. definitions, overviews, descriptions. |
Regulated content
page manages the activities related to understanding formal arrangements. |
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The relationships between service overviews, service definitions and service descriptions is discussed on the Artefacts to describe services page. |
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