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SLA: The telecommunication service has custom-made for the user quantity body
"People's Postal Telegram" 2004-08-10
Is day by day intense along with the technical renewal and the competition, telecommunication operation business, the network service provider (ISP) and (ASP) all starts using the service provider from to create the benefit take the technology as the work center of gravity, changes take the customer as the central service with the operation. How serves on own initiative the customer, thus the attraction customer and the maintenance customer loyalty, at present becomes various operations business as well as one of service provider strength competition focal points. SLA (Service Level Agreement) is the service horizontal agreement, is serves between the provider and the user a process consultation formal contract, uses for to state the service the quality, the priority and the responsibility power. As the name suggests, SLA is aims at the service the quality level contract, but is different to aims at the service content the contract. SLA continues is a contract, the main aspect is "the SLA process". So-called "the SLA process" is refers through the SLA management safeguards in the SLA contract to customer pledge QoS, for instance said the safeguard may measure the network performance achieved defines quality. Implements SLA, says from the technical realization process, to the user, operation business or the service providers all has very many profits. First, the SLA implementation, has both clarified some related grades of service responsibility power to the service tenderer and service user both sides, manifests QoS the target to carry on the quantification, has avoided both sides in the certain degree to the grade of service standard different meanings understanding. Moreover, in a SLA process behavior, is must the network performance which manifests the SLA parameter list in, regularly provides the system movement to the customer the actual value, and reports "the SLA case of breaching the rules" on own initiative situation. These reports are produce by the SLA monitor routine. SLA is helpful to the operation business promotes the appropriate product and the service in view of the different customer group. Along with the competition intensity, one of operation business survival strategies is promotes diverse the product, and positively excavates the customer the expense potential, achieves "the customer benefit" the maximization. For instance implementation strategy and so on gold medal customer, silver medal customer, may act according to the customer to the grade of service different request, carries on the graduation to the customer response priority, part of customers want more money in order to enjoys the better service standard. The SLA method may help the operation business to realize such customer demand, and obtains the income. When the strength forever the association will realize SLA in the telecommunication profession application significance, for more than a year will come, proposed the SLA standard in view of the TMF forum to conduct the thorough research, developed has been suitable for ADSL the grade of service safeguard SLA system prototype. "When the strength on-line" provides the ASP service for the small and medium-sized enterprise the platform, provides the enterprise for mid- and small-scale enterprise service and so on mailbox, resource management, hypothesized website, domain name application. Facing the intense market competition, the good service quality is a key which wins, implements SLA to be helpful to the safeguard service quality. Below in general, implements SLA in view of the ASP network service the plan to divide into the step. □□ASP service SLA modelling process. SLA standard proposed which according to the TMF forum, first carries on the modelling to ASP service SLA. Here said the modelling process mainly includes a below content: The definite parameter structure, establishes the SLA template, the definition service rank. □□in ASP service SLA realization. For example when the strength on-line uses in OSS/J which SUN Corporation announces the related QoS grade of service module, realizes the SLA monitoring. Uses OSS/J to carry on two times of developments, may reduce the development cost, moreover OSS/J itself supports its upper formation application software the modular structure, this is because the OSS/J first floor transfers J2EE the platform the JMS/JNDI distributional module. Must realize four software modules respectively are: Network performance management, QoS grade of service management, customer service management, SLA monitoring management. Among them, the network performance management is responsible to monitor the ASP service the backstage various servers performance index as well as the network visit index of correlation; The QoS management is responsible for the parameter list attribute value real-time gathering; The guest takes the management regularly for the customer report network movement actual value, and to the user reported on own initiative "SLA case of breaching the rules" the situation, preserves the historic record; The SLA management carries on the management to the different service rank, from QoS management gathering to the actual attribute value and the valve value compare, if discovered "the SLA case of breaching the rules", the report carries on the revision for the network performance management, and the report takes the management notice customer for the guest. □□ASP service SLA deployment. After had has carried out the SLA condition, SLA execution including below content: Daily network performance surveillance, SLA surveillance; Real-time report, grade of service case of breaching the rules examination (SLA case of breaching the rules examination); Real-time SLA case of breaching the rules early warning; Real-time SLA case of breaching the rules processing (compensation and network repair); SLA case of breaching the rules number of times statistics; SLA early warning number of times statistics. Through a stage SLA implementation, the user and the ASP service provider all must carry on the appraisal to this SLA. The appraisal content includes: Overall grade of service, SLA case of breaching the rules frequency, customer feedback. After appraisal, operation business must determine whether needs reto define the service rank.
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