Characteristics:
in order to use a service
consider using a service
contract when using a service
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. 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 arrangements".
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 as the service evolves.
However, the service description contains e.g. the minimum offered quality of service. Therefore, the content of a service description can inform the negotiations of the "formal arrangement". Typical content that can be used to inform the negotiations are e.g. quality of service, source of information, and access and use conditions. 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 that is offered. A service provider may not provide a precise figure for the availability of the service in the service description, stating "best effort" . It is possible to update the service description within the European SWIM Registry to give a figure at any time. This updated service description becomes available to all potential service consumers. The "best effort" or precise figure is used to inform negotiations between the service provider and specific service consumers. |
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Add to the diagram with the service artefacts e.g. definitions, overviews, descriptions. |
Regulated content
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This |
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.
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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