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 ...

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 ...

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 ...

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 ...

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 ...

IT's strengths are in software, hardware, problem resolution, and working with vendors in the identification of new technologies and systems that can help their companies. However, few IT ...

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 ...

Establishing agreed upon services levels for database applications is of the utmost importance for assuring that performance meets required criteria. Without pre-determined, negotiated service level ...

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 ...