{"id":"https://openalex.org/W1556206354","doi":"https://doi.org/10.1109/iccw.2015.7247432","title":"From Service Level Agreements (SLA) to Experience Level Agreements (ELA): The challenges of selling QoE to the user","display_name":"From Service Level Agreements (SLA) to Experience Level Agreements (ELA): The challenges of selling QoE to the user","publication_year":2015,"publication_date":"2015-06-01","ids":{"openalex":"https://openalex.org/W1556206354","doi":"https://doi.org/10.1109/iccw.2015.7247432","mag":"1556206354"},"language":"en","primary_location":{"id":"doi:10.1109/iccw.2015.7247432","is_oa":false,"landing_page_url":"https://doi.org/10.1109/iccw.2015.7247432","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2015 IEEE International Conference on Communication Workshop (ICCW)","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5112134359","display_name":"Mart\u0131\u0301n Varela","orcid":null},"institutions":[{"id":"https://openalex.org/I87653560","display_name":"VTT Technical Research Centre of Finland","ror":"https://ror.org/04b181w54","country_code":"FI","type":"nonprofit","lineage":["https://openalex.org/I4210089493","https://openalex.org/I87653560"]}],"countries":["FI"],"is_corresponding":true,"raw_author_name":"Martin Varela","raw_affiliation_strings":["VTT Technical Research Centre of Finland, Oulu, Finland","[VTT Technical research Centre of Finland, Oulu, Finland]"],"affiliations":[{"raw_affiliation_string":"VTT Technical Research Centre of Finland, Oulu, Finland","institution_ids":["https://openalex.org/I87653560"]},{"raw_affiliation_string":"[VTT Technical research Centre of Finland, Oulu, Finland]","institution_ids":["https://openalex.org/I87653560"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5057715484","display_name":"Patrick Zwickl","orcid":"https://orcid.org/0000-0002-0992-0781"},"institutions":[{"id":"https://openalex.org/I4210138231","display_name":"Central European Cooperative Oncology Group","ror":"https://ror.org/044mt4802","country_code":"AT","type":"other","lineage":["https://openalex.org/I4210138231"]},{"id":"https://openalex.org/I129774422","display_name":"University of Vienna","ror":"https://ror.org/03prydq77","country_code":"AT","type":"education","lineage":["https://openalex.org/I129774422"]}],"countries":["AT"],"is_corresponding":false,"raw_author_name":"Patrick Zwickl","raw_affiliation_strings":["Research Group Cooperative Systems (COSY) University of Vienna, Austria","Research Group Cooperative Systems (COSY), University of Vienna, Austria"],"affiliations":[{"raw_affiliation_string":"Research Group Cooperative Systems (COSY) University of Vienna, Austria","institution_ids":["https://openalex.org/I4210138231","https://openalex.org/I129774422"]},{"raw_affiliation_string":"Research Group Cooperative Systems (COSY), University of Vienna, Austria","institution_ids":["https://openalex.org/I129774422"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5010357946","display_name":"Peter Reichl","orcid":"https://orcid.org/0000-0003-1084-5464"},"institutions":[{"id":"https://openalex.org/I4210138231","display_name":"Central European Cooperative Oncology Group","ror":"https://ror.org/044mt4802","country_code":"AT","type":"other","lineage":["https://openalex.org/I4210138231"]},{"id":"https://openalex.org/I129774422","display_name":"University of Vienna","ror":"https://ror.org/03prydq77","country_code":"AT","type":"education","lineage":["https://openalex.org/I129774422"]}],"countries":["AT"],"is_corresponding":false,"raw_author_name":"Peter Reichl","raw_affiliation_strings":["Research Group Cooperative Systems (COSY) University of Vienna, Austria","Research Group Cooperative Systems (COSY), University of Vienna, Austria"],"affiliations":[{"raw_affiliation_string":"Research Group Cooperative Systems (COSY) University of Vienna, Austria","institution_ids":["https://openalex.org/I4210138231","https://openalex.org/I129774422"]},{"raw_affiliation_string":"Research Group Cooperative Systems (COSY), University of Vienna, Austria","institution_ids":["https://openalex.org/I129774422"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5101611201","display_name":"Min Xie","orcid":"https://orcid.org/0000-0002-4385-0465"},"institutions":[{"id":"https://openalex.org/I2800413675","display_name":"Telenor (Norway)","ror":"https://ror.org/02jsp2z03","country_code":"NO","type":"company","lineage":["https://openalex.org/I2800413675"]}],"countries":["NO"],"is_corresponding":false,"raw_author_name":"Min Xie","raw_affiliation_strings":["Telenor Research Trondheim, Norway"],"affiliations":[{"raw_affiliation_string":"Telenor Research Trondheim, Norway","institution_ids":["https://openalex.org/I2800413675"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5010850094","display_name":"Henning Schulzrinne","orcid":"https://orcid.org/0000-0001-7604-1122"},"institutions":[{"id":"https://openalex.org/I78577930","display_name":"Columbia University","ror":"https://ror.org/00hj8s172","country_code":"US","type":"education","lineage":["https://openalex.org/I78577930"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Henning Schulzrinne","raw_affiliation_strings":["Columbia University, New York, NY, US","Columbia Univ, NY, USA"],"affiliations":[{"raw_affiliation_string":"Columbia University, New York, NY, US","institution_ids":["https://openalex.org/I78577930"]},{"raw_affiliation_string":"Columbia Univ, NY, USA","institution_ids":["https://openalex.org/I78577930"]}]}],"institutions":[],"countries_distinct_count":4,"institutions_distinct_count":5,"corresponding_author_ids":["https://openalex.org/A5112134359"],"corresponding_institution_ids":["https://openalex.org/I87653560"],"apc_list":null,"apc_paid":null,"fwci":5.3252,"has_fulltext":false,"cited_by_count":47,"citation_normalized_percentile":{"value":0.95807658,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":null,"issue":null,"first_page":"1741","last_page":"1746"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10138","display_name":"Network Traffic and Congestion Control","score":0.996399998664856,"subfield":{"id":"https://openalex.org/subfields/1705","display_name":"Computer Networks and Communications"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T10138","display_name":"Network Traffic and Congestion Control","score":0.996399998664856,"subfield":{"id":"https://openalex.org/subfields/1705","display_name":"Computer Networks and Communications"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10714","display_name":"Software-Defined Networks and 5G","score":0.9926000237464905,"subfield":{"id":"https://openalex.org/subfields/1705","display_name":"Computer Networks and Communications"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T11165","display_name":"Image and Video Quality Assessment","score":0.9890000224113464,"subfield":{"id":"https://openalex.org/subfields/1707","display_name":"Computer Vision and Pattern Recognition"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/operationalization","display_name":"Operationalization","score":0.8143373727798462},{"id":"https://openalex.org/keywords/quality-of-experience","display_name":"Quality of experience","score":0.793738842010498},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.7525139451026917},{"id":"https://openalex.org/keywords/exploit","display_name":"Exploit","score":0.6996198892593384},{"id":"https://openalex.org/keywords/quality-of-service","display_name":"Quality of service","score":0.6310835480690002},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5301243662834167},{"id":"https://openalex.org/keywords/service-level-agreement","display_name":"Service-level agreement","score":0.523770272731781},{"id":"https://openalex.org/keywords/service-level","display_name":"Service level","score":0.519561767578125},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.5092910528182983},{"id":"https://openalex.org/keywords/service-level-objective","display_name":"Service level objective","score":0.5003259181976318},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.4954937696456909},{"id":"https://openalex.org/keywords/user-experience-design","display_name":"User experience design","score":0.47640836238861084},{"id":"https://openalex.org/keywords/mobile-qos","display_name":"Mobile QoS","score":0.4477866590023041},{"id":"https://openalex.org/keywords/end-user","display_name":"End user","score":0.44045186042785645},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.42771369218826294},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.4201999306678772},{"id":"https://openalex.org/keywords/computer-network","display_name":"Computer network","score":0.36879679560661316},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.255801260471344},{"id":"https://openalex.org/keywords/human\u2013computer-interaction","display_name":"Human\u2013computer interaction","score":0.21905693411827087},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.20273327827453613},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.14228320121765137},{"id":"https://openalex.org/keywords/computer-security","display_name":"Computer security","score":0.1348075568675995}],"concepts":[{"id":"https://openalex.org/C9354725","wikidata":"https://www.wikidata.org/wiki/Q286017","display_name":"Operationalization","level":2,"score":0.8143373727798462},{"id":"https://openalex.org/C2779333187","wikidata":"https://www.wikidata.org/wiki/Q3132648","display_name":"Quality of experience","level":3,"score":0.793738842010498},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7525139451026917},{"id":"https://openalex.org/C165696696","wikidata":"https://www.wikidata.org/wiki/Q11287","display_name":"Exploit","level":2,"score":0.6996198892593384},{"id":"https://openalex.org/C5119721","wikidata":"https://www.wikidata.org/wiki/Q220501","display_name":"Quality of service","level":2,"score":0.6310835480690002},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5301243662834167},{"id":"https://openalex.org/C2778160497","wikidata":"https://www.wikidata.org/wiki/Q869830","display_name":"Service-level agreement","level":3,"score":0.523770272731781},{"id":"https://openalex.org/C181889124","wikidata":"https://www.wikidata.org/wiki/Q380204","display_name":"Service level","level":2,"score":0.519561767578125},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5092910528182983},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.5003259181976318},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.4954937696456909},{"id":"https://openalex.org/C201025465","wikidata":"https://www.wikidata.org/wiki/Q11248500","display_name":"User experience design","level":2,"score":0.47640836238861084},{"id":"https://openalex.org/C169761439","wikidata":"https://www.wikidata.org/wiki/Q6886951","display_name":"Mobile QoS","level":4,"score":0.4477866590023041},{"id":"https://openalex.org/C91262260","wikidata":"https://www.wikidata.org/wiki/Q528074","display_name":"End user","level":2,"score":0.44045186042785645},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.42771369218826294},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.4201999306678772},{"id":"https://openalex.org/C31258907","wikidata":"https://www.wikidata.org/wiki/Q1301371","display_name":"Computer network","level":1,"score":0.36879679560661316},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.255801260471344},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.21905693411827087},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.20273327827453613},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.14228320121765137},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.1348075568675995},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/iccw.2015.7247432","is_oa":false,"landing_page_url":"https://doi.org/10.1109/iccw.2015.7247432","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2015 IEEE International Conference on Communication Workshop (ICCW)","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[{"id":"https://openalex.org/F4320321855","display_name":"Tekes","ror":"https://ror.org/02ag8cq23"}],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":16,"referenced_works":["https://openalex.org/W1516277888","https://openalex.org/W1535058816","https://openalex.org/W1978421850","https://openalex.org/W1986942454","https://openalex.org/W2022359415","https://openalex.org/W2048060925","https://openalex.org/W2111714633","https://openalex.org/W2124541815","https://openalex.org/W2129293712","https://openalex.org/W2137831937","https://openalex.org/W2140906287","https://openalex.org/W2164416056","https://openalex.org/W2218621586","https://openalex.org/W2566053671","https://openalex.org/W4235834004","https://openalex.org/W6644398200"],"related_works":["https://openalex.org/W1990357417","https://openalex.org/W1999777212","https://openalex.org/W1797105837","https://openalex.org/W2754945030","https://openalex.org/W2737283325","https://openalex.org/W2607605122","https://openalex.org/W2151841150","https://openalex.org/W2188448273","https://openalex.org/W2099923819","https://openalex.org/W171769367"],"abstract_inverted_index":{"In":[0,63],"contrast":[1],"to":[2,49,54,59,79,94,98,106,122,131],"the":[3,12,45,60,69,99,142],"rather":[4],"network-centric":[5],"notion":[6],"of":[7,9,14,16,47,71,126,141],"Quality":[8,15],"Service":[10,82],"(QoS),":[11],"concept":[13],"Experience":[17,72],"(QoE)":[18],"has":[19,42],"a":[20,88],"strongly":[21],"user-centric":[22],"perspective":[23],"on":[24,38],"service":[25,96,120],"quality":[26,51,97],"in":[27],"communication":[28],"networks":[29],"as":[30,32,76,145],"well":[31],"online":[33],"services.":[34],"However,":[35],"related":[36],"research":[37],"QoE":[39,108,133],"so":[40],"far":[41],"largely":[43],"neglected":[44],"question":[46],"how":[48],"operationalize":[50],"differentiation":[52],"and":[53,135,139],"provide":[55,87],"corresponding":[56],"solutions":[57],"tailored":[58],"end":[61],"users.":[62],"this":[64],"paper,":[65],"we":[66,102],"argue":[67],"that":[68],"introduction":[70],"Level":[73,83],"Agreements":[74,84],"(ELA)":[75],"QoE-enabled":[77],"counterpiece":[78],"traditional":[80],"QoS-based":[81],"(SLA)":[85],"would":[86],"key":[89],"step":[90],"towards":[91],"being":[92],"able":[93,130],"sell":[95],"user.":[100],"Hence,":[101],"investigate":[103],"various":[104],"ideas":[105],"exploit":[107],"awareness":[109],"for":[110],"improving":[111],"SLAs":[112],"(ranging":[113],"from":[114],"internal":[115],"aspects":[116],"like":[117],"SLOs":[118],"by":[119],"providers":[121],"completely":[123],"novel":[124],"definitions":[125],"ELAs":[127],"which":[128],"are":[129],"characterize":[132],"explicitly),":[134],"discuss":[136],"important":[137],"problems":[138],"challenges":[140],"proposed":[143],"transition":[144],"well.":[146]},"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":4},{"year":2022,"cited_by_count":8},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":8},{"year":2019,"cited_by_count":7},{"year":2018,"cited_by_count":9},{"year":2017,"cited_by_count":5},{"year":2016,"cited_by_count":2}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}