Issue No. 02 - March/April (2010 vol. 36)
DOI Bookmark: http://doi.ieeecomputersociety.org/10.1109/TSE.2009.55
James Skene , The University of Auckland, Auckland
Wolfgang Emmerich , University College London, London
Franco Raimondi , Middlesex University, London
The potential of communication networks and middleware to enable the composition of services across organizational boundaries remains incompletely realized. In this paper, we argue that this is in part due to outsourcing risks and describe the possible contribution of Service-Level Agreements (SLAs) to mitigating these risks. For SLAs to be effective, it should be difficult to disregard their original provisions in the event of a dispute between the parties. Properties of understandability, precision, and monitorability ensure that the original intent of an SLA can be recovered and compared to trustworthy accounts of service behavior to resolve disputes fairly and without ambiguity. We describe the design and evaluation of a domain-specific language for SLAs that tend to exhibit these properties and discuss the impact of monitorability requirements on service-provision practices.
Service-level agreements, electronic services, contracts, domain-specific languages, model-driven engineering.
James Skene, Wolfgang Emmerich, Franco Raimondi, "Service-Level Agreements for Electronic Services", IEEE Transactions on Software Engineering, vol. 36, no. , pp. 288-304, March/April 2010, doi:10.1109/TSE.2009.55