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1- Negotiation and agreement: An essential step to agree on an SLA is quantifying the service levels using performance metrics. For instance the in ISP/Customer SLAs, the service uptime is typically provided by a percentage e.g., 99.999%.
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Typically in addition to the service description, a SLA includes a number of metrics in which the service is measured. In the Telecom industry the metrics based on which the SLA is agreed upon are as follows:
- Mean Time to Respond
- Mean Time for Fault Resolution
- - The average time it takes to recover from a service failure from the time the failure was detected
- Mean Time to Resolve - The average time it takes to fully resolve a service failure
- Service Availability - The Service Availability (percentage uptime of the service or link)
As an example, an SLA between a Tier1 and a Tear2 Tier2 Telco could specify is 20 minutes and for Mean Time to Respond, 4 hours as Mean for Mean Time for Fault Resolution and 99% for service availabilityService Availability.
2. The Blockchain Framework
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Alternatively, you can also use the SetupDemo tranaction transaction which would populate the network with 2xCustomers, 2xServiceProviders, 2xServiceVendors.
2- Creat Create a ticket using the Submit Transaction button and fill in the information based on the created participants. Upon submission, you should see a new asset added to the asset lists under 'TroubleTicket'.
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