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 ...

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 ...

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 ...

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 ...

In reviewing someone's data processing operation the first thing you ask for is the service level agreement [SLA] because that's the preeminent control used in that type of organization. Like all DP ...

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 ...

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 ...

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, ...

Before you sign on the dotted line and commit to an ASP, be sure you know exactly what kind of service you'll be guaranteed You've heard the application service provider (ASP) hype, and you're finally ...

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 ...