Business & Information Systems Engineering: Vol. 60, No. 6 Morshedlou, Hossein; Meybodi, Mohammad Reza
Service-level agreement (SLA) violations may lead to losses and user dissatisfaction. Despite the fact that a service guarantee can increase the satisfaction level of users, indemnities may not be commensurate with the importance of a service to a user. While predefined penalties may be insufficient to compensate for the ...