End Notes

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1. This picture taken from http://www.vovida.org/document/Vocal_Technology_Overview/Technology_Overview7a.html.

2. This value was taken from a discussion in http://www.cs.columbia.edu/~hgs/papers/Eyer0004_Predicting.pdf.

3. "Policy-Based SLA Compliance for Hosted Applications: Identifying the Weakest Link in Next Generation Services," Response Networks, Inc. brochure, http://www.cisco.com/warp/public/765/emea/aip_asp/documents/Pulsar_xSP.pdf (p. 1).

4. Stanley, Shally Bansal, "Strengthen Service-Level Agreements," Network World, May 6, 2002, http://www.nwfusion.com/careers/2002/0506man.html.

5. "VoIP–The Gateway for Smarter Communications," a Light Paper by KPNQwest, 2002.

6. "The Price of 99.999 Uptime," CommWeb.com, June 1, 2001, http://www.commweb.com/article/COM20010601S0008.

7. "E-Poll Results: Web Hosting," Network Computing, September 3, 2001, http://www.networkcomputing.com/1218/1218f15.html.

8. Andress, Mandy, "Internal SLAs Benefit the Entire Company," InfoWorld, April 27, 2001, http://www.infoworld.com/articles/tc/xml/01/04/30/010430tcintersla.xml.

9. "Business-to-Business Research," reprinted by Sage Research with permission of Quirk's Marketing Research Review, April 2002, http://www.sageresearch.com/Quirks.pdf (p.3).

10. Alunni, Samuel M., "Enterprise-Class Service Level Agreements," Sterling Research Market View, July 1, 1998.

11. Garifo, Chris, "No Downtime," XChange, May 15, 2001, http://www.xchangemag.com/articles/152back.html.

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