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.

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 ...

You've heard the application service provider (ASP) hype, and you're finally getting around to considering using one of those outsourcing services. But you're well aware of the risks; you'll be ...

How many of us have been frustrated by the technical support—or lack thereof—for the hardware and software we use? Imagine that frustration multiplied by the number of users who can’t access your ...

SLAs — or “service level agreements” — are agreements between a service provider and a customer that provide objective standards of performance for the specific services. SLAs are widely used in ...

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 ...

According to Wikipedia, a Service Level Agreement, or SLA, is “a commitment between a service provider and a customer. Particular aspects of the service — quality, availability, certifications, ...

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 ...

Outsourcing can be critical to running an effective IT department, particularly in a tight tech economy. But both the proliferation of outsourcing services and the shakeout of service providers in ...

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 ...

Microsoft recently published a new version of its service-level agreement (SLA) for Azure SQL Database, adding uptime perks for organizations that use the "Business Critical" tier. If organizations ...

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 ...