View in EDS

Alternative Method for Calculating Service Level Agreements for Internet Access Services in Rural Areas

Saved in:
Bibliographic Details
Title: Alternative Method for Calculating Service Level Agreements for Internet Access Services in Rural Areas
Authors: Ian Josef Matheus Edward, Hamonangan Situmorang, Noer Fajrin, Daffa F. Alfarobby, Aulia Royyan, Jabar Nur Muhammad
Source: Emerging Science Journal, Vol 9, Iss 4, Pp 2045-2056 (2025)
Publisher Information: Ital Publication, 2025.
Publication Year: 2025
Collection: LCC:Technology (General)
LCC:Social sciences (General)
Subject Terms: rural area, uptime, downtime, service level agreement, ups, Technology (General), T1-995, Social sciences (General), H1-99
Description: Indonesia faces significant challenges in providing equitable internet access, particularly in remote areas. To address these challenges, the government collaborates with private Internet Service Providers (ISPs) under Service Level Agreements (SLAs) that define key service metrics, such as uptime and response time. Network Management System A (NMS A), managed by the government, handles telecommunications infrastructure, while NMS B, operated by the private ISP, delivers the internet services. A critical challenge in assessing SLA performance is distinguishing between service disruptions caused by network issues and those caused by power outages. This study proposes an SLA calculation method that prioritizes uptime data from NMS A, reflecting the government's perspective. If NMS A’s data is unavailable, UPS data is used as an alternative. NMS B’s data is considered only if its correlation with NMS A is strong (≥0.6). Additionally, the study classifies downtime: link failures exceeding 300 seconds require compensation (restitution). Downtime less than or equal to 300 seconds is considered non-restitution, and no compensation is needed. Power outages are considered non-restitution events, as they stem from external factors beyond the service provider's control. This method has been tested in over 1,000 locations, proving its reliability and adaptability for fair, transparent SLA evaluations.
Document Type: article
File Description: electronic resource
Language: English
ISSN: 2610-9182
Relation: https://ijournalse.org/index.php/ESJ/article/view/2952; https://doaj.org/toc/2610-9182
DOI: 10.28991/ESJ-2025-09-04-016
Access URL: https://doaj.org/article/077cd0d0010d49ad9340d63b514eecfa
Accession Number: edsdoj.077cd0d0010d49ad9340d63b514eecfa
Database: Directory of Open Access Journals
Description
Abstract:Indonesia faces significant challenges in providing equitable internet access, particularly in remote areas. To address these challenges, the government collaborates with private Internet Service Providers (ISPs) under Service Level Agreements (SLAs) that define key service metrics, such as uptime and response time. Network Management System A (NMS A), managed by the government, handles telecommunications infrastructure, while NMS B, operated by the private ISP, delivers the internet services. A critical challenge in assessing SLA performance is distinguishing between service disruptions caused by network issues and those caused by power outages. This study proposes an SLA calculation method that prioritizes uptime data from NMS A, reflecting the government's perspective. If NMS A’s data is unavailable, UPS data is used as an alternative. NMS B’s data is considered only if its correlation with NMS A is strong (≥0.6). Additionally, the study classifies downtime: link failures exceeding 300 seconds require compensation (restitution). Downtime less than or equal to 300 seconds is considered non-restitution, and no compensation is needed. Power outages are considered non-restitution events, as they stem from external factors beyond the service provider's control. This method has been tested in over 1,000 locations, proving its reliability and adaptability for fair, transparent SLA evaluations.
ISSN:26109182
DOI:10.28991/ESJ-2025-09-04-016