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Service Level Agreement Specification, Compliance Prediction and Monitoring With Performance Trees

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Executive Summary

Service Level Agreements (SLAs) are widely used throughout industry but suffer from specification ambiguities and difficulties in predicting and monitoring compliance. To address these issues, the paper proposes the use of the Performance Tree formalism for the specification and monitoring of Service Level Agreements (SLAs). Specifically, the paper shows how the basic Performance Tree formalism can be adapted to provide a rigorous yet accessible and expressive means to specify common SLA metrics. Using established performance analysis tools that support Performance Trees, this allows system designers to check SLA compliance on formal models of their system before implementation. The paper also proposes an architecture for a system of measurement agents that enables the same performance requirements to be monitored in the context of a live implementation.

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