Service Level Agreements (SLAs) are technical contractual agreements between the service provider and customers that ensure the commitment of the service provider to meet and maintain an agreed quality of service (QoS) during the service provisioning period. Traditional SLAs management process has proven to be time consuming due to the lack of automation during the monitoring and compensation steps. Accordingly, this research introduces an automation approach to ease the monitoring and compensation processes benefiting from the blockchain technology. Multiple methods are used to evaluate the proposed approach. The results supported the approach’s purpose in automating the aforementioned compensation and monitoring steps, and increasing the trust between the service provider and the customers. Lastly, a proof of concept is presented based on a real-life scenario, followed by a conclusion sections.
Jamous, Naoum; Volk, Matthias; Barouqa, Hiba; Ghnaim, Faris; and Turk, Tarek, "Towards Smart Service Level Agreement (SSLA) Using Blockchain" (2020). PACIS 2020 Proceedings. 239.
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