RE: dwbp-ISSUE-184: Is an dqv:ServiceLevelAgreement a kind of certificate, or a standard? [Quality & Granularity Vocabulary]

HI Christophe
Yes, since it’s so pleomorphic I think that’s a good solution…. at a later date some more subclassing might be added, but a document is a very good placeholder for the time being.
Cheers
Peter

From: Christophe Guéret [mailto:christophe.gueret@dans.knaw.nl]
Sent: 16 June 2015 12:16
To: Winstanley FP (Peter)
Cc: public-dwbp-wg@w3.org; Brown D (David) (ISIS); Antoine Isaac; Riccardo Albertoni
Subject: Re: dwbp-ISSUE-184: Is an dqv:ServiceLevelAgreement a kind of certificate, or a standard? [Quality & Granularity Vocabulary]

Hi Peter, David,
Thanks for the much insightful feedback! We had the impression that SLA could be tricky to model and thus decided we would have just a simple class in the vocabulary. A separate group motivated in (and more able to) diving into the complexities of the modelling could then take over making more out of this class.

That said we do have to find something to base this class upon and also define a relation to the DCAT elements. From what you explain I take that a document, as defined in DCTERMS, would be the closest accurate enough choice. It's not a standards nor a certificate but some kind of common understanding described in a human-readable way, so just like any document. As a relation between the DCAT elements and this documents we could define a dqv:hasSLA or dqv:serviceLevelAgreement .
Would that be a sound solution ?
Regards,
Christophe

On 12 June 2015 at 13:50, Peter.Winstanley@scotland.gsi.gov.uk<mailto:Peter.Winstanley@scotland.gsi.gov.uk> <Peter.Winstanley@scotland.gsi.gov.uk<mailto:Peter.Winstanley@scotland.gsi.gov.uk>> wrote:
Hello Team


re: http://www.w3.org/2013/dwbp/track/issues/184

With thanks to a helpful conversation with my colleague David Brown:


SLA is a type of customer charter.  There is generally a top-level SLA which is a catalogue of services available to a customer together with the qualities available for  each of those services, perhaps with the option of levels of service for a scale of charges or similar.

So, in some respects an SLA is also and aggregation of minor SLAs, one for each service.

SLAs can be generalisable describing a spread of ‘offerings’ from an organisational unit to any of a range of other organisational units. Equally, it could be an individualised, tailored agreement between two parties.

It has some similarities to a contract – a formally negotiated agreement between parties - the key distinction being that it is not legally binding (otherwise it wouldn’t be an SLA, it would be a contract)

But sometimes the levels described in the metrics are aspirational, other times they are definitive.  So sometimes an SLA is a collection of ‘promises’.


SLAs are “glued” together by OLAs [Operational Level Agreements] which tend to be between organisational units within larger organisation.  E.g. within a company or government IT service delivery function there will be Desktop support, Network support, Data services etc

OLAs then refer to underpinning contracts with primary suppliers e.g. a company’s network service team might have a contract with Vodaphone or other core service supplier.

So, it’s perhaps neither a certificate nor a standard.  It is perhaps closer to a promise, but one which once made has a spectrum of potential consequences for the failure to comply with the promise, none of which would be accessible to level of legal redress that would be available under a contract.

I think the key for the dqv is to have a recursive property for the entity ServiceLevelAgreement   so that it can contain other SLAs, and that we should find some appropriate top level ‘thing’ to subclass SLA from.  Definitions should link with ITIL v3, COBIT etc.

Peter




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