3. Networks must meet quality standards. They can be impacted by availability, e

Question

3. Networks must meet quality standards. They can be impacted by availability, error rates, latency, jitter and application response time. Network providers must ensure that their customers are satisfied with the services that they are paying for. A) What agreement mechanism is used to guarantee that the partnership between network provider and customer is measurable, sustainable, and affordable and that both parties are satisfied with that partnership? B) Describe two(minimum)-four characteristics of this agreement mechanism.

Explanation / Answer

Service level agreement(SLA) is the document that is used to describe the contract between the services provided by the network providet to the customer.

It contains a list of metrics that measure the performance of the servoces provided and a list of remedies or penalities which will be taken when the particular metrics are not reaches upon an agreed level.

some of the metrics are

1.Availability of the service:During peak hours there is a need for higher availability of the service.

2.Response time:The server must be quick enough to respond to the clients

3.Secutity:security is one major concern,

4.Error rate:counting the percentage of errors missing deadlines indicates the performance of the network.

5.Quality:assessing the overall quality of the network or service by various analysis tools.

6.Notification of changes of the network to the users

7.Helpdesk:the approach towards clarifying the problems faced by the customers

These are sme of the the metrics that have to be met under SLA,they vary depending on the purpose and industry.

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