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Telecom customers may have specific time periods during which they require extra resilience. However, these time-differentiated resilience requirements are not effectively addressed by current SLA frameworks. To satisfy these high priority periods, a generic SLA framework typically provides upgraded protection over the entire service duration, which is unnecessary and expensive. This study proposes a novel SLA framework that allows customers to specify Critical Windows (CW) to address their time-differentiated demands for resilience.
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