Timer-Based SLA Framework for Crowdsourced Issue Reporting
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Solution Overview
Problem
Existing crowdsourced platforms lack a robust communication framework or protocol between customers and researchers, particularly in setting response-time expectations, which is crucial for effective vulnerability detection and remediation in IT systems.
Innovation Solution
A system and method that utilize a timer-based service level agreement (SLA) to establish clear response-time expectations between customers and researchers, facilitating a more robust and frustration-free communication environment through a crowdsourced issues reporting platform, enabling various types of testing, including security vulnerability detection, usability testing, and quality assurance.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Device complexity
If a crowdsourced platform is used for vulnerability reporting without a robust communication framework, then the platform can operate with minimal infrastructure complexity, but response-time expectations between customers and researchers cannot be effectively set
Solution Approach 1:
The patent introduces a timer-based SLA framework as an intermediary mechanism between customers and researchers. This timer acts as a mediator that automatically enforces response-time expectations, eliminating the need for complex communication protocols while ensuring reliable timely responses. The timer intermediates the interaction by providing automatic timeout handling and response tracking.
2Adaptability or versatility
If response-time expectations are not clearly set between customers and researchers, then communication remains flexible and adaptable, but productivity and timely remediation of vulnerabilities are compromised
Solution Approach 1:
The patent implements dynamic response-time SLAs that can be configured differently for various vulnerability types and priorities. The timer-based system dynamically adjusts and tracks response expectations, allowing flexible communication protocols while ensuring productive timely remediation. The system adapts to different scenarios through configurable SLA parameters.
3Productivity
If a timer-based SLA framework is implemented, then response-time expectations are clearly established and productivity is improved, but the system complexity increases due to timer management and SLA enforcement mechanisms
Solution Approach 1:
The patent implements self-service timer management where the system automatically handles timeout detection, response tracking, and SLA enforcement without requiring manual intervention. The timer-based SLA system serves itself by automatically managing complexity through programmed timeout handling and response validation, reducing the need for complex manual coordination.
Data Source
AI summary
Techniques for improving communication and expectation setting between various parties/communities of a crowdsourced platform are disclosed. The platform is used for reporting issues in a target system, program or product. A customer/subscriber entity enters a target brief in the platform. In response, a researcher enters a submission in the system. If the submission is valid, it is presented to the customer and a response-time or service level agreement (SLA) timer is started. If the customer agrees with the submission, it is marked as complete and the researcher is paid. If the customer disputes the submission, a third-party intervenes and the timer is paused until dispute resolution. If the submission requires more information the researcher is requested accordingly and the timer is reset. If at any point, the timer expires, the parties are notified and the submission is closed.