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Requirement

 Requirement [+]

Title

Quality of service

Identifier

SWIM-SERV-014

Requirement

A service description shall include statements on the quality of service offered with regards to:

  • availability of the service;
  • response time of the service; and
  • throughput of the service.

Rationale

This is a key criterion in deciding to use the service.

This is key information to be included in a service level agreement and will influence the content of the SLA. It informs contract negotiations between consumers and providers.

Verification

Completeness: Verify that quality statements are included in the service description.

Consistency: Not Applicable.

Correctness: Not Applicable.

Examples/Notes

Note: The availability is typically expressed as a percentage representing the ratio between minimum target uptime versus maximum uptime. The service provider needs to describe the service outages he intends to mask/alleviate. The availability information needs to be expressed for various situations, e.g. planned and unplanned outages. The service provider needs to describe the schedule of planned outages.

Example of availability: ≥ 99.95 % of Continuous Operations.

Note: The response time expressing the delay to process a service request could include: delay in seconds, percentage of messages, message size.

Example of response time: 2s delay for 95% of messages of average size 1MB, with no compression.

Example of response time: max 3s response to complete a service request, measured from the time the service provider agent receives the request to the time the service provider transmits the response.

Note: The throughput is typically expressed as a number of service requests that the service can accommodate within the given time period.

Example of throughput: 200 service requests per minute.

Note: It is a good practice to describe the measuring conditions of the quality of service figures given.

Level of Implementation

Mandatory

Guidance

Examples

See the Quality of Service section within the Donlon TOBT Setting Service Description.

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