Abstract

One of the challenges for Internet-based service provisioning is to provide a measure of quality con- trol to the end users. One way to enable this is by having a form of contractual agreement such as employing Service Level Agreement between the customer (end user) and service provider. We argue that such agreement has inherent uncertainty in the form of customer’s state of belief towards the compliance of the agreement. This paper focuses on three main areas. Firstly, we discuss the problem of uncertainty within service provisioning offer and subsequently introduce the concept of uncertainty tolerance. Secondly, we discuss our approach of providing a measure of tolerance to- wards uncertainty which involves the application of Bayesian and Decision Networks. Finally, we present a case study to illustrate the problem and our solution, followed by an empirical evaluation to show that our solution works.