ETSI EG 202 009-3

In the current competitive world, Quality of Service (QoS) is becoming, jointly with cost, a key parameter in selling andbuying telecommunications services. At the same time, technology and liberalization trends are raising new types ofconcerns unknown with the Plain Old Telephony Services (POTS) using switched connections provided by a singlemonopoly supplier. As explained in other parts of ETSI EG 202 009 [i.1] and [i.2], the monitoring of a QoScommitment should refer to contractual values set either by governmental rules or in a mutual agreement between theprovider and its customer. This is why achieving a SLA is more often perceived as the best means to meet specific QoSrequirements while ensuring the optimal cost/quality ratio to the customer and the provider in a win-win perspective.

Nowadays, there are several standards describing QoS measurements but the questions of which indicators are to bemonitored and which values they should meet are still open. ETSI EG 202 009-3 defines a framework for aService Level Agreement between a customer and a supplier of ICT (Information and Communication Technology)Services. Such framework uses the service specific QoS metrics proposed in ETSI EG 202 009-2 [i.2] to evaluate theQuality of Service, while ETSI EG 202 009-1 [i.1] gives a methodology to identify the indicators relevant to the users.

The present document was written to make available to the providers and users of any kind of ICT services a commonbasis for mutual understanding about SLA. It aims to establish adequacy between the user’s requirements in terms ofService Level Objectives (SLO) and the providers’ offer with the associated QoS.

Edition:

1.3.1

Published:

07/01/2015

Number of Pages:

23

File Size:

1 file , 230 KB

Note:

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