QoS management through service level agreements: a short overview

The Internet protocol (IP) was created as a connectionless network layer protocol that takes no attempt to distinguish between various application types. Hence, the integration of a wide range of telecommunication services over the Internet is the main reason behind the need for the provision of quality of service (QoS) guarantees to end users. In such multiservice networks, resources are managed based on service level agreements (SLA), acknowledging different types of traffic in terms of bandwidth requirements, delay and other QoS parameters. An SLA is the documented result of a negotiation between a customer and a service provider that defines service characteristics, responsibilities and priorities of every party. An SLA may include statements about tariffing and billing, service delivery, and compensations. This paper provides a short overview of some aspects of quality of service, and identifies main issues and problems of defining and managing an SLA, based on its current standardization stage.