I this paper, we examine contracts to coordinate the capacity decision of a vendor who has been hired by a client to provide call center support. We consider a variety of contracts, all based on our observations of contracts used by one large vendor. We examine the role of different contract features such as pay-per-time, payper-call, service-level agreements, and constraints on service rates a...

Quality of service (QoS) management is becoming an integral part of current web services. Contracts are playing a very important role in MAPE-based (monitor, analyse, plan and execute) web service QoS management. Therefore, we propose a general model, contract-MAPE (C-MAPE) model, and based on this model, review five major projects in this area. The analysis results show that these major resear...

In this paper we examine contracts to coordinate the capacity decision of a vendor who has been hired by a client to provide call center support. We consider a variety of contracts, all based on our observations of contracts used by one large vendor. We examine the role of different contract features such as pay-per-time, pay-per-call, service level agreements, and constraints on service rates ...

As Service-Oriented Architectures are more widely adopted, it becomes more important to adopt measures for ensuring that the services satisfy functional and non-functional requirements. One approach is the use of contracts based on deontic logics, expressing obligations, permissions and prohibitions of the different actors. A challenging aspect is that of service composition, in which the contr...