From Service Level Agreements (SLA) to Experience Level Agreements (ELA)

The challenges of selling QoE to the user

Martín Varela, Patrick Zwickl, Peter Reichl, Min Xie, Henning Schulzrinne

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review

12 Citations (Scopus)

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 languageEnglish
Title of host publicationCommunication Workshop (ICCW), 2015 IEEE International Conference on
PublisherInstitute of Electrical and Electronic Engineers IEEE
Pages1741-1746
ISBN (Electronic)978-1-4673-6305-1, 978-1-4673-6304-4
DOIs
Publication statusPublished - 14 Sep 2015
MoE publication typeA4 Article in a conference publication
EventIEEE International Conference on Communication Workshop, ICCW 2015 - London, United Kingdom
Duration: 8 Jun 201512 Jun 2015

Conference

ConferenceIEEE International Conference on Communication Workshop, ICCW 2015
Abbreviated titleICCW 2015
CountryUnited Kingdom
CityLondon
Period8/06/1512/06/15

Fingerprint

Sales
Quality of service
Telecommunication networks

Keywords

  • quality of experience
  • service level agreement

Cite this

Varela, M., Zwickl, P., Reichl, P., Xie, M., & Schulzrinne, H. (2015). From Service Level Agreements (SLA) to Experience Level Agreements (ELA): The challenges of selling QoE to the user. In Communication Workshop (ICCW), 2015 IEEE International Conference on (pp. 1741-1746). Institute of Electrical and Electronic Engineers IEEE. https://doi.org/10.1109/ICCW.2015.7247432
Varela, Martín ; Zwickl, Patrick ; Reichl, Peter ; Xie, Min ; Schulzrinne, Henning. / From Service Level Agreements (SLA) to Experience Level Agreements (ELA) : The challenges of selling QoE to the user. Communication Workshop (ICCW), 2015 IEEE International Conference on. Institute of Electrical and Electronic Engineers IEEE, 2015. pp. 1741-1746
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Varela, M, Zwickl, P, Reichl, P, Xie, M & Schulzrinne, H 2015, From Service Level Agreements (SLA) to Experience Level Agreements (ELA): The challenges of selling QoE to the user. in Communication Workshop (ICCW), 2015 IEEE International Conference on. Institute of Electrical and Electronic Engineers IEEE, pp. 1741-1746, IEEE International Conference on Communication Workshop, ICCW 2015, London, United Kingdom, 8/06/15. https://doi.org/10.1109/ICCW.2015.7247432

From Service Level Agreements (SLA) to Experience Level Agreements (ELA) : The challenges of selling QoE to the user. / Varela, Martín; Zwickl, Patrick; Reichl, Peter; Xie, Min; Schulzrinne, Henning.

Communication Workshop (ICCW), 2015 IEEE International Conference on. Institute of Electrical and Electronic Engineers IEEE, 2015. p. 1741-1746.

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review

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Varela M, Zwickl P, Reichl P, Xie M, Schulzrinne H. From Service Level Agreements (SLA) to Experience Level Agreements (ELA): The challenges of selling QoE to the user. In Communication Workshop (ICCW), 2015 IEEE International Conference on. Institute of Electrical and Electronic Engineers IEEE. 2015. p. 1741-1746 https://doi.org/10.1109/ICCW.2015.7247432