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1、1,广东省电信科学技术研究院,陈文革博士后,SLA-服务等级协议ISP的锐利武器和必由之路,广东省电信科学技术研究院 多媒体研究事业部 陈文革博士后,内容提要,什么是SLA? 国内外SLA的发展动态 电信开展SLA应用的策略探讨 小结,广东省电信科学技术研究院,2,陈文革博士后,一、什么是SLA?,A Service Level Agreement is a contract between a provider and a customer that guarantees specific levels of performance and reliability at a certain
2、cost,旅行社 “八菜一汤” 四星级饭店 空调大巴,广东省电信科学技术研究院,3,陈文革博士后,SLA的分类,Carrierbackbone network provider Availability Round trip delay Packet loss ASP Access services provider Dialup success rate Access rate Data Center-Hosting, EC, ASP service provider Availability Service response time(HTTP for customers),广东省电信科学
3、技术研究院,4,陈文革博士后,SLA的特点,SLA是对客户最关心的服务质量的承诺，而如何实现和保证服务质量不是SLA的范畴。 邮局送信的例子 10M/100M端口、机房条件等的承诺？ SLA与通常所说的QOS是有区别的 QOS一般针对网络而言，而SLA是用户感知的服务质量，QOS是实现和保证SLA的一个环节。 比如网络畅通但是服务器拥塞！ IP网络统计复用、流量突发的特点导致SLA也只能以一种统计的方法描述 平均，最大最小； 某一性能指标大于某一约定值得概率大于98%。 讲等级（Level)才有实际意义，才可以操作。,广东省电信科学技术研究院,5,陈文革博士后,SLA Configuratio
4、n,SLA的配置举例,广东省电信科学技术研究院,6,陈文革博士后,Web Gold Report for A 28 SLA calculations were performed over the period Oct 1, 1999 12:00:00 AM - Oct 7, 1999 11:59:59 PM. 16 were found compliant, 9 were found non-compliant, and 3 were undetermined.,SLA Reports,广东省电信科学技术研究院,7,陈文革博士后,测量实际服务性能参数 - Measure and record
5、 actual service transaction times - Measure full paths spanning network and servers - Better reflects customer or user experience 监视服务等级协议的符合情况 - Monitoring and management of the key components that provide the actual services - Provides an accurate view of actual service quality delivered as viewed
6、 by the customer SLA报警和快速定位问题 - Provides preemptive warning of developing service problems - Enables rapid fault identification and isolation 提供SLA报告 - Performance graphs enable trend analysis for tracking asset utilization, future capacity planning, real-time service summaries - Customer reporting
7、confirms QoS,SLA技术的主要内容,广东省电信科学技术研究院,8,陈文革博士后,为什么SLA变得越来越重要,竞争的需要 比价格转向比服务 高速公路收费还是很多人走？ 新业务的需要(接入服务 to 商业服务） Hosting, EC, ASP, VPN, IP Phone 网络QOS/COS技术和SLA技术的逐步成熟提供了技术保障。,广东省电信科学技术研究院,9,陈文革博士后,Need differentiated value-added services,Escalating ISP Challenges.,Quickly resolve service related probl
8、ems,广东省电信科学技术研究院,10,陈文革博士后,二、国内外SLA技术的发展动态,国际上从80年代后期开始SLA技术的研究，90年代后期开始应用。 目前SLA软件平台已经相当成熟: Aigilents Firehunter、 Concords Network Health Reporting Lucents VitalSuite Keynote Matrix IQ,广东省电信科学技术研究院,11,陈文革博士后,目前世界上最大的Internet骨干网络提供商基本上都为客户提供了实时/准实时的SLA，并在WEB上公开发布骨干网络的SLA报告。 AT&T, Sprint, UUNET, Qwes
9、t, Cable&Wireless 越来越多的数据中心采用SLA技术提高市场竞争力和争取客户。 例如世界上最大的Hosting公司Verio等 第三方独立的SLA测量和报告服务公司涌现 Keynote MIDS,广东省电信科学技术研究院,12,陈文革博士后,AT&T SLA Glossary Backbone AvailabilityThis is the overall availability of the network averaged over the month. Backbone Delay Delay (or latency) is the round-trip time fo
10、r a small data packet to travel between two end points (source and destination city-pairs) in the network backbone. Delay affects ones perception of the response time of the network. Backbone Loss Loss is the percentage of packets lost in a data transaction. The measurement is a round trip one, made
11、 by counting the packets sent between two city-pairs that do not return. Distance-Sensitive Thresholds Because the delay across the network is dependent on the distance the packets have to travel, our thresholds are set to be distance sensitive (based on the speed of light in fiber). The distances u
12、sed are direct (crow-flies) miles. Modem Connect Success Rate It is the ability of the user clients dialup modem and the network modem to connect at any modem speed. The current average for Modem Connect Success Rate shown on the front page of the site are averaged over 24 hours over all Points of P
13、resence (PoPs).,广东省电信科学技术研究院,13,陈文革博士后,广东省电信科学技术研究院,14,陈文革博士后,广东省电信科学技术研究院,15,陈文革博士后,广东省电信科学技术研究院,16,陈文革博士后,广东省电信科学技术研究院,17,陈文革博士后,广东省电信科学技术研究院,18,陈文革博士后,广东省电信科学技术研究院,19,陈文革博士后,广东省电信科学技术研究院,20,陈文革博士后,广东省电信科学技术研究院,21,陈文革博士后,广东省电信科学技术研究院,22,陈文革博士后,广东省电信科学技术研究院,23,陈文革博士后,广东省电信科学技术研究院,24,陈文革博士后,广东省电信科学技
14、术研究院,25,陈文革博士后,广东省电信科学技术研究院,26,陈文革博士后,The Keynote Business 40 Internet Performance Index is the average response time of accessing and downloading the home pages of 40 important business Web Sites as measured Monday through Friday every 15 minutes between 6 am and noon Pacific time by those Keynote
15、Perspective measurement computers that are located in metropolitan areas of the United States.,广东省电信科学技术研究院,27,陈文革博士后,广东省电信科学技术研究院,28,陈文革博士后,The Keynote Consumer 40 Internet Performance Index is the average response time of accessing and downloading the home pages of 40 important consumer web sites
16、as measured Sunday through Saturday every hour between 5 am and 9 pm Pacific time by Keynote Perspective measurement computers located in 8 major metropolitan areas. The automated measurement computers dial up via standard telephone lines and 56-Kbps modems to the local POPs (Points of Presence) of five leading ISPs: AT&T, Mindspring, Earthlink, MSN and AOL.,广东省电信科学技术研究院,29,陈文革博士后,广东省电信科学技术研究院,30,陈文革博士后,广东省电信科学技术研究院,31,陈文革博士后,广东省电信科学技术研究院,32,陈文革博士后,AGILENT TECHNOLOGIES
