Service level agreements for the digital library

Digital libraries offer a massive set of digital services to geographically distributed library patrons. The digital services are commonly sourced from third-party service providers for charge. As externally sourced digital services are becoming prevalence, issues regarding their quality assessment are gaining critical importance. Unfortunately, sourcing digital services from external providers has brought with it stringent quality of service (QoS) demand from the library service users. Currently, there is no way for ensuring QoS between the digital service providers and the library management. In this paper, we propose service level agreements (SLAs) to capture the QoS requirements of the digital service users and the commitments, as well as adherence of the digital service providers.