1、 ETSI EG 202 009-3 V1.3.1 (2015-07) User Group; Quality of ICT services; Part 3: Template for Service Level Agreements (SLA) ETSI GUIDE ETSI ETSI EG 202 009-3 V1.3.1 (2015-07) 2 Reference REG/USER-00044-3 Keywords ICT, QoS, quality, service, SLA, user ETSI 650 Route des Lucioles F-06921 Sophia Antip
2、olis Cedex - FRANCE Tel.: +33 4 92 94 42 00 Fax: +33 4 93 65 47 16 Siret N 348 623 562 00017 - NAF 742 C Association but non lucratif enregistre la Sous-Prfecture de Grasse (06) N 7803/88 Important notice The present document can be downloaded from: http:/www.etsi.org/standards-search The present do
3、cument may be made available in electronic versions and/or in print. The content of any electronic and/or print versions of the present document shall not be modified without the prior written authorization of ETSI. In case of any existing or perceived difference in contents between such versions an
4、d/or in print, the only prevailing document is the print of the Portable Document Format (PDF) version kept on a specific network drive within ETSI Secretariat. Users of the present document should be aware that the document may be subject to revision or change of status. Information on the current
5、status of this and other ETSI documents is available at http:/portal.etsi.org/tb/status/status.asp If you find errors in the present document, please send your comment to one of the following services: https:/portal.etsi.org/People/CommiteeSupportStaff.aspx Copyright Notification No part may be repr
6、oduced or utilized in any form or by any means, electronic or mechanical, including photocopying and microfilm except as authorized by written permission of ETSI. The content of the PDF version shall not be modified without the written authorization of ETSI. The copyright and the foregoing restricti
7、on extend to reproduction in all media. European Telecommunications Standards Institute 2015. All rights reserved. DECTTM, PLUGTESTSTM, UMTSTMand the ETSI logo are Trade Marks of ETSI registered for the benefit of its Members. 3GPPTM and LTE are Trade Marks of ETSI registered for the benefit of its
8、Members and of the 3GPP Organizational Partners. GSM and the GSM logo are Trade Marks registered and owned by the GSM Association. ETSI ETSI EG 202 009-3 V1.3.1 (2015-07) 3 Contents Intellectual Property Rights 5g3Foreword . 5g3Modal verbs terminology 5g3Introduction 5g31 Scope 7g32 References 7g32.
9、1 Normative references . 7g32.2 Informative references 7g33 Definitions and abbreviations . 8g33.1 Definitions 8g33.2 Abbreviations . 9g34 SLA Principles . 9g35 SLA Contract 10g35.0 SLA contract principles 10g35.1 SLA Generic Model . 11g35.2 Actors and roles 12g35.3 High level constraints . 12g36 Us
10、er part: Demand 13g36.0 User part composition . 13g36.1 The demand: SLO (Service Level Objective) 13g36.2 Geographical features, coverage 14g36.3 Use conditions 14g37 Provider part: Offer 14g37.0 Offer content 14g37.1 Description of the services: Technical features 14g38 Conditions of contract 15g38
11、.0 Main aspects of the contract customization 15g38.1 Duration of the contract (agreement) 15g38.2 Guarantees 15g38.3 SLA management actions . 15g38.4 SLA Violations . 16g38.5 Penalties . 17g38.5.0 Penalties policies 17g38.5.1 Penalties on delivery delay . 17g38.5.2 Penalties on Guaranteed Time To R
12、epair (GTTR) . 17g38.5.3 Penalties on Guaranteed Service Availability Ratio (GSAR) . 17g38.5.4 Other penalties 18g38.5.5 Payment of penalties . 18g38.6 SLA Cost: Type of SLA contract . 18g38.7 Cessation 18g39 Building a Service Level Agreement (SLA) 18g39.0 The four stages of building a SLA 18g39.1
13、Start Up 19g39.2 Negotiation . 19g39.2.0 Negotiation main principle . 19g39.2.1 Offer definition: Service composition 19g39.2.2 QoS Monitoring 19g39.2.3 Confirm issues 20g39.2.4 Determine costs and payment . 20g39.3 Implementation . 20g39.4 Review 20g3ETSI ETSI EG 202 009-3 V1.3.1 (2015-07) 4 10 Rev
14、ision procedures of SLA contract. 20g311 Conclusion 21g3Annex A (informative): Bibliography . 22g3History 23g3ETSI ETSI EG 202 009-3 V1.3.1 (2015-07) 5 Intellectual Property Rights IPRs essential or potentially essential to the present document may have been declared to ETSI. The information pertain
15、ing to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found in ETSI SR 000 314: “Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in respect of ETSI standards“, which is available from the ETSI Secretari
16、at. Latest updates are available on the ETSI Web server (http:/ipr.etsi.org). Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee can be given as to the existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the
17、ETSI Web server) which are, or may be, or may become, essential to the present document. Foreword This ETSI Guide (EG) has been produced by ETSI User Group (USER). This is a revision of the earlier edition which included, among other contributions, parts of the University of Wollongong (AU) SLA temp
18、late and guidelines have been incorporated, in particular in annex A. The current revision takes into account the changes to parts 1 and 2. The present document is part 3 of a multi-part deliverable covering the quality of telecom services, as identified below: Part 1: “Methodology for identificatio
19、n of indicators relevant to the Users“; Part 2: “User related indicators on a service specific basis“; Part 3: “Template for Service Level Agreements (SLA)“. Modal verbs terminology In the present document “shall“, “shall not“, “should“, “should not“, “may“, “need not“, “will“, “will not“, “can“ and
20、 “cannot“ are to be interpreted as described in clause 3.2 of the ETSI Drafting Rules (Verbal forms for the expression of provisions). “must“ and “must not“ are NOT allowed in ETSI deliverables except when used in direct citation. Introduction Quality of Service can be evaluated from different persp
21、ectives and therefore using different measurement methods: a) The first is related to the reliability of the equipment and can be measured accurately via technical means, although these measures might be expensive because of both the dispersion of the test results and the size of the sample to be te
22、sted. b) The second is related to the service provision and is closely linked to the use of the service. Therefore appropriate metric have to be defined according to this use. c) The last is intended to measure the subjective satisfaction of the customer and there is often no other means than a surv
23、ey to get it. In the two first categories, technical means can be used to perform the measurements and in such cases, standards are often useful to achieve a common approach; therefore standards are given as references where appropriate. They include a precise definition of what is meant as a failur
24、e: total failure, poor performance, etc. Assessing these different aspects is of paramount importance to the provider who endeavours to improve the offered QoS. From a user viewpoint, the end-to-end QoS is the most relevant. Hence objective and subjective measurements may be usefully combined for a
25、better assessment of the QoS. ETSI ETSI EG 202 009-3 V1.3.1 (2015-07) 6 Measurements of every interesting metric all the time might be very expensive and could jeopardize service performances. It is often cheaper and sufficient to get them via a poll. In addition, it may be convenient to rely on a t
26、hird party to carry out these measurements to avoid any criticism from one of the involved parties. In the current state of the service provisioning it is worth noting that: a) QoS is not a quantity that can be measured using some deterministic meter. The evaluation of QoS can only be performed stat
27、istically. Statistical rules apply and to obtain a precision of 1 %, the size of the sample analysed should be as large as 1 000 units and the sample should be taken out of a population 100 or 1 000 times larger. This implies practically that the QoS assessment needs a very large number of measureme
28、nts. b) If an operator commits himself to a 99 % or 99,9 % QoS level, this means that less than 1 item out of 100 or 1 000 is out of the specified range. Adding the traditional sampling ratios and precision of measurement ratios leads to populations as large as 106 or 107units. c) An SLA that concer
29、ns units, dozens or hundreds of anything (leased lines, Frame relay circuits, etc.) with 99 % committed QoS is meaningful if and only if these units are taken out of a very big population. d) It is hopeless to expect that screening the “very best“ units out of a poor quality population would allow g
30、uarantying high QoS level for the selected items. A poor quality product might certainly contain some high quality “nuggets“ but the indicators enabling their sorting out are hazardous. e) The only means to obtain high level QoS products from an operator is to make sure that: - the purchased service
31、 is widely provided and the provider is mastering all manufacturing, installation and support processes; - the average QoS score of his production is close to the commitment he is intending to negotiate with you; - a quality assurance plan exists, has been labelled, is annually monitored and is audi
32、table in accordance with ISO 9000 standard family. QoS and Reliability in the ICT area, concerns more and more aspects supplementary to the product or service as described in clause 6 in addition to the performance indicators. The existence of a Quality assurance plan labelled, monitored and auditab
33、le is key to the QoS. Moreover, in some aspects like security or charging/billing there are no other means to ensure that the QoS expected is actually provided. In this context, the achievement of a satisfying SLA requires an in depth analysis of the user needs for which guidance is given in ETSI EG
34、 202 009-1 i.1 and ETSI EG 202 009-2 i.2. ETSI ETSI EG 202 009-3 V1.3.1 (2015-07) 7 1 Scope In the current competitive world, Quality of Service (QoS) is becoming, jointly with cost, a key parameter in selling and buying telecommunications services. At the same time, technology and liberalization tr
35、ends are raising new types of concerns unknown with the Plain Old Telephony Services (POTS) using switched connections provided by a single monopoly supplier. As explained in other parts of ETSI EG 202 009 i.1 and i.2, the monitoring of a QoS commitment should refer to contractual values set either
36、by governmental rules or in a mutual agreement between the provider and its customer. This is why achieving a SLA is more often perceived as the best means to meet specific QoS requirements while ensuring the optimal cost/quality ratio to the customer and the provider in a win-win perspective. Nowad
37、ays, there are several standards describing QoS measurements but the questions of which indicators are to be monitored and which values they should meet are still open. This part of the document defines a framework for a Service Level Agreement between a customer and a supplier of ICT (Information a
38、nd Communication Technology) Services. Such framework uses the service specific QoS metrics proposed in ETSI EG 202 009-2 i.2 to evaluate the Quality 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
39、 available to the providers and users of any kind of ICT services a common basis for mutual understanding about SLA. It aims to establish adequacy between the users requirements in terms of Service Level Objectives (SLO) and the providers offer with the associated QoS. 2 References 2.1 Normative ref
40、erences References are either specific (identified by date of publication and/or edition number or version number) or non-specific. For specific references, only the cited version applies. For non-specific references, the latest version of the reference document (including any amendments) applies. R
41、eferenced documents which are not found to be publicly available in the expected location might be found at http:/docbox.etsi.org/Reference. NOTE: While any hyperlinks included in this clause were valid at the time of publication, ETSI cannot guarantee their long term validity. The following referen
42、ced documents are necessary for the application of the present document. Not applicable. 2.2 Informative references References are either specific (identified by date of publication and/or edition number or version number) or non-specific. For specific references, only the cited version applies. For
43、 non-specific references, the latest version of the reference document (including any amendments) applies. NOTE: While any hyperlinks included in this clause were valid at the time of publication, ETSI cannot guarantee their long term validity. The following referenced documents are not necessary fo
44、r the application of the present document but they assist the user with regard to a particular subject area. i.1 ETSI EG 202 009-1: “User Group; Quality of telecom services; Part 1: Methodology for identification of indicators relevant to the Users“. i.2 ETSI EG 202 009-2: “User Group; Quality of te
45、lecom services; Part 2: User related indicators on a service specific basis“. i.3 Directive 2002/21/EC of the European Parliament and of the Council of 7 March 2002 on a common regulatory framework for electronic communications networks and services (Framework Directive) - (article 17). ETSI ETSI EG
46、 202 009-3 V1.3.1 (2015-07) 8 i.4 Regulation (EC) No 717/2007 of the European Parliament and of the Council of 27 June 2007 on roaming on public mobile telephone networks within the Community and amending Directive 2002/21/EC. i.5 Regulation (EC) No 544/2009 of the European Parliament and of the Cou
47、ncil of 18 June 2009 amending Regulation (EC) No 717/2007 on roaming on public mobile telephone networks within the Community and Directive 2002/21/EC on a common regulatory framework for electronic communications networks and services. i.6 Directive 2009/140/EC of the European Parliament and of the
48、 Council of 25 November 2009 amending Directives 2002/21/EC on a common regulatory framework for electronic communications networks and services, 2002/19/EC on access to, and interconnection of, electronic communications networks and associated facilities, and 2002/20/EC on the authorisation of elec
49、tronic communications networks and services. i.7 Corrigendum to Directive 2009/140/EC of the European Parliament and of the Council of 25 November 2009 amending Directives 2002/21/EC on a common regulatory framework for electronic communications networks and services, 2002/19/EC on access to, and interconnection of, electronic communications networks and associated facilities, and 2002/20/EC on the authorisation of electronic communications networks and services. i.8 Directive 2002/22/EC of the European Parliament and of the Council of 7 March 20
