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In this paper we describe a framework for providing customers of Web services differentiated levels of service through the use of automated management and service level agreements (SLAs). The framework comprises the Web Service Level Agreement (WSLA) language, designed to specify SLAs in a flexible and individualized way, a system to provision resources based on service level objectives, a workload management system that prioritizes requests according to the associated SLAs, and a system to monitor compliance with the SLA. This framework was implemented as the utility computing services part of the IBM Emerging Technologies Tool Kit, which is publicly available on the IBM alphaWorks™ Web site.
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