SLA Violation Assessment via Programmable Exemption Models
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Solution Overview
Problem
Service Level Agreements (SLAs) often lack clear definitions of limitations and exemptions, leading to time-consuming and costly arbitration processes when violations occur, as parties dispute whether failures are due to the service provider and whether penalties should be assessed.
Innovation Solution
An SLA modeling tool is used to formally define limitations and exemptions in a programmatically understandable manner, automatically associating service level violations with pre-approved exemptions, reducing the need for manual evaluation and arbitration.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Device complexity
If SLA limitations and exemptions are not formally defined, then the SLA can be kept simple, but arbitration processes become time-consuming and costly when violations occur
Solution Approach 1:
The patent applies preliminary action by formally defining and documenting limitations and exemptions in the SLA before violations occur. This pre-establishes clear criteria for what constitutes a violation and when penalties apply, eliminating the need for time-consuming arbitration later. The SLA model proactively creates the framework needed for quick violation assessment.
2Ease of operation
If SLA limitations and exemptions are not clearly defined, then negotiation is simpler, but friction and disputes increase when violations occur
Solution Approach 1:
The patent introduces an intermediary mechanism - an SLA modeling tool or system that objectively evaluates violations against pre-defined criteria. This intermediary eliminates subjective debate between parties by providing a neutral, automated assessment that determines whether a violation occurred and whether exemptions apply, thereby reducing friction and disputes.
3Adaptability or versatility
If manual evaluation of SLA violations is performed, then flexibility in judgment is maintained, but time and costs increase
Solution Approach 1:
The patent applies self-service by implementing an automated SLA violation assessment system that evaluates violations independently without requiring manual intervention. The system automatically compares actual service performance against the SLA model, determines violations, and assesses applicable exemptions, thereby maintaining consistent judgment while dramatically improving efficiency and reducing time and costs.
Data Source
AI summary
A technique for evaluating service level agreement (SLA) violations occurring in a computing system with agreed-upon model for exemptions is provided. The technique includes storing in a memory a model of the SLA and identifying occurrence of an SLA violation in a computing system that is providing services under the SLA. Based on the stored model, the technique further determines if the SLA violation is exempted from a penalty.