Component based architecture of SLA management system

Service Level Agreement(SLA) is a formal definition of the relationship that exists between two organizations, usually between a supplier of services and its customer. The supplier organization may be an IT organization providing computing services to its customers. It is a explicit statement of the expectations and obligations that exist in a business relationship between two organization. Today, it is a major concern of business to guarantee the service level to the customer. In this paper, we present the framework of the SLA management system to support the SLA, and the indexes of the service quality which SLA system may concern.