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5. Schneps-Schneppe, M.A. and Iversen, V.B., Service level agreement as an issue of teletraffic, Proc. 18th Int. Teletraffic Congr. on Providing Quality of Service in Heterogeneous Environments, Lehnert, R., Tran-Gia, P. and Charzinsky, J., Eds., Berlin, 2003.