Abstract
Service Level Agreement (SLA) enforcement’s impact measure is a potential research area to be explored. Assumptions that this study is making are, SLA management will become better by a firm enforcement, which monitors and encourage every customer to be responsible to launch report of bugs or mischief of services such as unsatisfactory service quality or service unavailability to a collection pool where the provider react immediately (based on agreed terms) to address the complaints, so that the total DownTime (DT) will not exceeds the agreed SLA value. This study establishes fundamental theory to measure the enforcement impact based on automatic SLA monitoring and management.
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