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 ...

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 ...

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 ...

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 ...

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 ...

It's a cultural reality that what one company can provide for us, we expect from another as well--once we experience a new, higher level of service, our standards are raised. If the appliance store ...

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 ...

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 ...

Longtime readers know I’m a fanatic about service-level agreements. I regularly advise clients about SLA best practices, negotiation and enforcement strategies. And we talk often about how to develop ...

Microsoft is planning to bump up its service-level agreement (SLA) uptime assurance for users of the Azure Active Directory service to "four nines" per month, or 99.99 percent, starting on April 1.