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The management of Service Level Agreements is a complex task that requires to be specialized in the different domains it involves. Since SLA management can eventually be an integral part of eContracting environments, several topics have to be tackled in this layer: third parties management, Business Level Objectives, penalties, etc. This chapter explains the foundations of such specialization in relation to the business concerns. Specifically, it describes the business terms and conditions that must be taken into account and the architecture of the business layer of the project SLA@SOI. Moreover, the roots and more innovative aspects of the business layer in the project are explained. |
