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A Service Level Agreement (SLA) is a legal contract between parties to ensure the Quality of Service (QoS) is provided to the customers. A SLA negotiation between participants assists in defining the QoS requirements of critical service-based processes. However, the negotiation process for customers is a significant task particularly when there are multiple SaaS providers in the Cloud market, as service cost and quality are constantly changing and consumers have varying needs. Therefore, the authors propose a novel automated negotiation framework where a SaaS broker is utilized as the one-stop-shop for customers to achieve the required service efficiently when negotiating with multiple providers.
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