. 2021 Sep 15;7:e700. doi: 10.7717/peerj-cs.700

Table 2. SLA components rating & warnings.

Variable	Dissatisfaction rate	Satisfaction rate	Consequences of dissatisfaction rate > Threshold SLA drawback warnings
$S C_{i a}$ _R	0 ≤ r ≤ 2	3 ≤ r ≤ 5	W1_ $S r_{i}$ issued
$S S_{i a}$ _R	0 ≤ r ≤ 2	3 ≤ r ≤ 5	W2_ $S r_{i}$ issued
$S M_{i a}$ _R	0 ≤ r ≤ 2	3 ≤ r ≤ 5	W3_ $S r_{i}$ issued
$S E_{i a}$ _R	0 ≤ r ≤ 2	3 ≤ r ≤ 5	W4_ $S r_{i}$ issued