China 
Africa 
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SLA Management in Cloud Computing
Published in Sunilkumar Manvi, Gopal K. Shyam, Cloud Computing, 2021
Sunilkumar Manvi, Gopal K. Shyam
A common service in IT service management is a call center or service desk. Performance metrics commonly agreed between customers and service providers in these cases include the following: Abandonment Rate: It is the percentage of calls abandoned while waiting to be answered.Average Speed to Answer (ASA): Average time (usually in seconds) it takes for a call to be answered by the service desk.Time Service Factor (TSF): Percentage of calls answered within a definite timeframe, e.g., 80% in 20 seconds.First-Call Resolution (FCR): Percentage of incoming calls that can be resolved without the use of a callback or without having the caller call back the helpdesk to finish resolving the case.Turn-Around Time (TAT): Time taken to complete a certain task.Mean Time To Recover (MTTR): Time taken to recover after an outage of service.
Analysing Causal dependencies of composite service resilience in cloud manufacturing using resource-based theory and DEMATEL method
Published in International Journal of Computer Integrated Manufacturing, 2018
Mohammad Reza Namjoo, Abbas Keramati
Tapolcai et al. (2005) introduced QoR as a new class of QoS parameters to describe service availability and recovery performance in CNs. Accordingly, QoR attributes as a subset of QoS attributes (i.e. performance attributes) are strongly related to the availability of the services. In other words, the service becomes unavailable if a kind of disruptive event violates one or more QoR attributes of a service. The service is not available unless the degraded QoR attributes back to the predefined levels in SLA. Performance of the recovery can be measured by some metrics such as mean time to recovery and mean time between failures. However, the violation of non-QoR attributes does not necessarily make the service unavailable.