1. International Telecommunication Union Workshop on End-to-End Quality of Service.What is it? How do we get it? Geneva, 1-3 October 2003 Service Level Agreements – What are the Goals? Alan Clark CEO, Telchemy Incorporated

2. ITU-T 2 1-3 October 2003 Workshop on End-to-End Quality of Service. What is it? How do we get it? Outline o Services and Service Levels o SLA Agreements Customer objectives Service provider objectives o Defining meaningful SLAs o Where are we today?

3. ITU-T 3 1-3 October 2003 Workshop on End-to-End Quality of Service. What is it? How do we get it? What is a Service o Service functionality o Set of formal or informal expectations with respect to: Cost Performance Availability Reliability ……

4. ITU-T 4 1-3 October 2003 Workshop on End-to-End Quality of Service. What is it? How do we get it? Service Levels o Abstract Desired - expectation with regard to some element of a service Actual – perception that service is good or bad with respect to expected level o Concrete Desired - measurable aspect of service Actual – measured aspect of service

5. ITU-T 5 1-3 October 2003 Workshop on End-to-End Quality of Service. What is it? How do we get it? A Classic SLA Agreement o Availability o Capacity o Performance o Change notification o Help desk response time o Billing/ Usage statistics

6. ITU-T 6 1-3 October 2003 Workshop on End-to-End Quality of Service. What is it? How do we get it? Customer objectives for SLAs o Agreed level of service from vendor/ provider o Means to hold service provider accountable when objectives not met o Safety – confident in using critical applications that rely on service o Prefer SLAs to be narrow – to reflect events that affect user experience of quality

7. ITU-T 7 1-3 October 2003 Workshop on End-to-End Quality of Service. What is it? How do we get it? Service Provider objectives for SLAs o Clear delineation of service expected by customer o SLA metrics can be used to set internal performance objectives o Prefer SLAs to be broader - averaged, not specific to individual events, reflecting overall experience of quality o Prefer that SLA measurements can be correlated with customer satisfaction – avoid artificial service quality problems

8. ITU-T 8 1-3 October 2003 Workshop on End-to-End Quality of Service. What is it? How do we get it? Why isnt this easy? o Easy if service quality is uniformly good or bad SLA expressed in terms of things that are easy to measure o Unfortunately Problems may be intermittent/ irregular Things that are easy to measure may be difficult to relate to actual service quality

9. ITU-T 9 1-3 October 2003 Workshop on End-to-End Quality of Service. What is it? How do we get it? What should an SLA be o Measurable Countable, quantifiable o Objective Related to user perception of service quality o Comprehensive Address all aspects of service delivery

10. ITU-T 10 1-3 October 2003 Workshop on End-to-End Quality of Service. What is it? How do we get it? Real World SLA from a major service provider (Sept 03) o Availability – 100% uptime o Packet loss – average monthly loss rate 0.1% o Latency – average monthly latency < 55mS o Jitter – average 500uS o Maximum jitter – exceeds 10mS less than 0.1% of a calendar month

11. ITU-T 11 1-3 October 2003 Workshop on End-to-End Quality of Service. What is it? How do we get it? Example Average quality = 86 Quality event noticeable by the subscriber

12. ITU-T 12 1-3 October 2003 Workshop on End-to-End Quality of Service. What is it? How do we get it? Lesson o Average quality level may be within limits o User may be unhappy with service quality o And worse - if the service provider only measures average service level they may be unaware of widespread problems Problem diagnosis can be difficult

13. ITU-T 13 1-3 October 2003 Workshop on End-to-End Quality of Service. What is it? How do we get it? Recommendations o With regard to call/ session performance metrics If the customers perception of service is affected by transient problems and If the service can experience transient problems then Measure service level in a way that reflects this.

14. ITU-T 14 1-3 October 2003 Workshop on End-to-End Quality of Service. What is it? How do we get it? What should an SLA be How do we measure up? o Measurable Countable, quantifiable o Objective Related to user perception of service quality o Comprehensive Address all aspects of service delivery A D B+