This document proposes a comprehensive framework for managing service level agreements (SLAs) across telecommunication services. The framework includes an SLA management process and non-hierarchical architecture to support SLAs involving end users, customers, service aggregators, software and infrastructure providers, and telecommunication network capabilities. The goal of the framework is to provide an automatic way to manage SLAs throughout complex multi-party service arrangements and integrate SLA penalties into service charging.

1. An SLA Management Framework forTeleccommunicationServices Telefónica I+D

2. Creating new services in a serviceorientedeconomy

4. Now, ServiceLevelAgreements (SLAs) are important

5. SLA Management Process

6. A non-zen Architecture

8. A comprehensivemodelfor SLA(T)s

9. End Users (Bank Customers) Customer (Bank Company) SLA 3 Party ServiceAggregation Scenario Service Aggregator SLA SaaS Provider 3 Party Business (Telco As A Service) SLA Software Telco Network Capabilities provider 3 Party SLA Infrastructure 3 Party SLA Telco Network Capabilities Telco Network Capabilities

10. A Comprehensiveautomatic SLA managementframework

11. A new businessoportunityforTelcos and thirdpartydevelopers

12. A chance tointegrate SLA penalties in servicescharging