Abstract
In contrast to the rather network-centric notion of Quality of Service (QoS), the concept of Quality of Experience (QoE) has a strongly user-centric perspective on service quality in communication networks as well as online services. However, related research on QoE so far has largely neglected the question of how to operationalize quality differentiation and to provide corresponding solutions tailored to the end users. In this paper, we argue that the introduction of Experience Level Agreements (ELA) as QoE-enabled counterpiece to traditional QoS-based Service Level Agreements (SLA) would provide a key step towards being able to sell service quality to the user. Hence, we investigate various ideas to exploit QoE awareness for improving SLAs (ranging from internal aspects like SLOs by service providers to completely novel definitions of ELAs which are able to characterize QoE explicitly), and discuss important problems and challenges of the proposed transition as well.
| Original language | English |
|---|---|
| Title of host publication | Communication Workshop (ICCW), 2015 IEEE International Conference on |
| Publisher | IEEE Institute of Electrical and Electronic Engineers |
| Pages | 1741-1746 |
| ISBN (Electronic) | 978-1-4673-6305-1, 978-1-4673-6304-4 |
| DOIs | |
| Publication status | Published - 14 Sept 2015 |
| MoE publication type | A4 Article in a conference publication |
| Event | IEEE International Conference on Communication Workshop, ICCW 2015 - London, United Kingdom Duration: 8 Jun 2015 → 12 Jun 2015 |
Conference
| Conference | IEEE International Conference on Communication Workshop, ICCW 2015 |
|---|---|
| Abbreviated title | ICCW 2015 |
| Country/Territory | United Kingdom |
| City | London |
| Period | 8/06/15 → 12/06/15 |
Keywords
- quality of experience
- service level agreement