From treating service-level agreements as a one-time exercise to failing to establish escape clauses, IT leaders should avoid these pitfalls when partnering with IT service and cloud partners to drive ...

A service-level agreement (SLA) defines the level of service expected from a vendor, laying out metrics by which service is measured, as well as remedies should service levels not be achieved. It 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 ...

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.

With the growing market for cloud computing services in India, organizations no longer concern themselves only with cloud service availability. They want to know how the vendor can help them provide ...

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 ...

Service level agreement (SLA) between concerned parties is an obvious first step taken by companies today. But, what happens if the SLA is dishonored and the company suffers losses due to lack of ...

You were quite critical of Service Level Agreements in your recent column, “ Run, IT run … but not as a business,” (Keep the Joint Running, 1/28/2008), describing them as formal contracts between IT ...

You likely know that a Service Level Agreement (SLA) is a thing of immense importance when picking out a web hosting provider, but if you’re not completely sure what a web hosting SLA is, this guide ...