**6.4.3 SLA violation**

Alice has registered in the IMS system with QoS classes Gold. The goal is to perform SLA Assurance tests in three representative cases and to compare results for SLA correction with Assurance and Fulfilment.

The MOS-AV (Mean Opinion Score-AudioVisual (BELLAFKIH et al., 2010) is a quality indicator for detecting user satisfaction requiring a video flow such as VoD (Video on demand) or IPTV (IP Television). It is a quantitative indicator taking values between 0 and 5. The MOS-AV reflects user satisfaction and SLA violation in our case the value 2.5 represent a QoS degradation and SLA violation (Figure 20).

eTOM-Conformant IMS Assurance Management 73

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Enhanced Telecom Operations Map (eTOM) The Business Process Framework for the

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Korhonen, J., Tschofenig, H., Arumaithurai, M. Jones, M., Ed., and A. Lior, "Traffic

Le Faucheur F., Wu L., Davie B., Davari S., Vaananen P., Krishnan R., Cheval P., Heinanen

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Presented at the *Third International Conference on Next Generation Mobile Applications,* 

Home Subscriber Service (HSS) -http://www.openimscore.org/

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Special thanks are due to MÉDITELECOM operator for its financing, and supporting.

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http://www.ietf.org/rfc/rfc2475.txt

**8. Acknowledgment** 

**9. References** 

Fig. 20. Customer satisfaction during a time interval after SLA verification and correction.

The MOS-AV indicator reflects customer satisfaction. When detection thresholds are exceeded or values of MOS-V become critical, SLA violation has launched the first attempt with confidence and was successful in restoring normal levels of service after 7 seconds. The second violation that requires intervention of Assurance & Fulfilment takes 17 seconds to restore the service. These results are justified by the architecture that used WSOA and interaction between different WSs and attempted solutions.
