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Mtel ad , Banja Luka , Bosnia and Herzegovina
In this paper we examine the system reliability and quality in the provision of services in telecommunications, with particular emphasis on SLA Service-level agreements. It is an agreement between two or more parties on the level, quality and responsibilities in the provision of services. It is necessary to define the service that is provided, the method of measuring quality, the method of operation of the service, warranties and the like. Let me also mention the different applications of authority as well as different ways to measure the SLA. It will be listed and specific examples of SLA in areas that are characteristic for their implementation, with a focus on Internet providers as the most interesting aspect of the application. Also, in conjunction with the SLA will be discussed OLA Operational-level agreements. This is an internal agreement within the group, which define their relationships, all with the aim of supporting the SLA final.
service, SLA Service-level agreements, quality, levels of application, method of measurement, OLA Operational-level agreeme
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