Service Level Agreements (SLAs) and Their Role in Establishing Trust

2. Literature Survey

Dib et al. (1998) describes and analyses SLAs from an overview of the idea to the particular implementation to date at the Huddersfield NHS Trust. SLAs have been negotiated between the Directorate of Clinical Support and its customers, and these are supported by computerised measurement and reporting tools.

Le Sun et al. (2012) conducted a survey in cloud SLA assurance from two aspects -- pre- and post-interaction phases, based on which research gaps in existing approaches are identified. New research requirements for SLA assurance are then presented.

Walayat Hussain et al. (2022) to present an overview of the literature and make a comparative analysis of SLA monitoring in respect of trust maintenance in cloud computing.

Lu Kuan et al. (2016) introduces a utility architecture designed for optimal resource deployment aligned with business policies. It also presents a mechanism for enhancing Service Level Agreement (SLA) negotiation through optimization. Going a step further, the paper employs actor systems as a theoretical model, enabling fine-grained yet practical monitoring of extensive SLA sets. The approach proves realistic for automating the entire SLA lifecycle, particularly emphasizing monitoring as pivotal for contemporary scalability needs. The proposed work strategically separates fault-tolerance concerns within agreements, employing autonomous layers that hierarchically combine for an intuitive, parallelized, and efficient management structure.