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A categorization scheme for SLA metrics
Service-Oriented Electronic Commerce, Proceedings zur Konferenz im Rahmen der Multikonferenz Wirtschaftsinformatik 2006
Effective SLAs are extremely important to assure business continuity, customer satisfaction and trust. The metrics used to measure and manage performance compliance to SLA commitments are the heart of a successful agreement and are a critical long term success factor. Lack of experience in the use and automation of ...