What Is A Service-Level Agreement (SLA)? A service-level agreement (SLA) is a formal agreement between a service provider and a customer that outlines the expected level of service. It is a contract ...

Given the broad use and relative importance of service-level agreements (SLAs) in a variety of contexts, in this blog post, we provide an overview of the basics of SLAs and what they should address.

Negotiating a service-level agreement sets clear expectations of each party's roles and responsibilities within online or cloud-based service arrangements. A service-level agreement (in particular, a ...

What is a cloud SLA (cloud service-level agreement)? A cloud SLA (cloud service-level agreement) is an agreement between a cloud service provider and a customer that ensures a minimum level of service ...

While everyone agrees that backing up data is essential and cannot be ignored, it is also a very repetitive task that often steals valuable IT staff cycles that could be put to better use elsewhere, ...

When it comes to cost savings, discounts and credits for poor service most people operate on a “more is better” principle. Is this really the best approach for service-level agreement credits? Most ...

Though service level agreements (SLAs) have proved their importance for business reputation and project success, many IT vendors still doubt that SLAs have any relevance for them. Meanwhile, IT ...

Q: Our agency has been selected to handle business travel for a major corporation in our area. The corporate travel manager has told us that the corporation wants a written contract with a "service ...

Boris Kontsevoi is a technology executive, President and CEO of Intetics Inc., a global software engineering and data processing company. Measuring the productivity of software engineers is a ...

Many IT administrators aren’t comfortable handing over control of the most critical security components of their infrastructure. But in recent years, security outsourcing has become a popular and ...

Your WAN service provider is a critical component of a telepresence deployment. Much of the responsibility for delivering low packet loss, low jitter traffic to your locations around the globe lies in ...