Page 535 - Handbook of Modern Telecommunications

4-66 CRC Handbook of Modern Telecommunications, Second Edition

TABl E 4.4.7 Types of Service-Level Agreements
Relationship Type of Agreement
Service Provider–Operator B
Service Provider–Service Provider A or B
Service Provider–Customer A or B
Operator–Customer A
Operator–Operator A

Service
Life Cycles
Vertical
Service
Resource
Utilization

Service Horizontal Service Level Agreement
Assurance

Level
Agreement
Service
Fulfillment
Wire line Wireless & Integrated Cable-based IP- CNM Innovative Electronic
Voice Service Data Service Mobile Services Services Services Services Services Services Markets

FIGu RE 4.4.5 Dimensions of Service-Level Agreements.
• Wireline data services
• Wireless and mobile services
• Integrated services
• Cable-based services
• IP services
• Customer Network Management services
• Innovative services
• Electronic market places
Figure 4.4.5 shows these dimensions.

4.4.4.3.3 Extensions of SLAs
Vertical SLAs are valid for individual services, usually including all components of life cycles. The result
is that multiple metrics are being used. In addition to the typical metrics, such as availability, delay,
error rates, other metrics, such as provisioning duration of services, security metrics, and billing param-
eters, must be considered.
Horizontal SLAs include multiple services, but usually just for one phase of the life cycle of the ser-
vices. In most cases, service assurance is the target, with other areas coming later. In terms of metrics,
service quality metrics are the first targets.

4.4.4.4 Traffic Classes
It is always important to unify QoS expectations in SLAs. SLAs may be signed for different traffic classes
(also for application classes). Table 4.4.8 offers class types and their most important attributes.