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 ...

Service level and quality must be balanced, right? This principle, which presumes that given a fixed call load, providing higher quality service would require more resources or result in lower service ...

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, ...

At QCon San Francisco, Netflix engineers unveiled their advanced Service-Level-Prioritized Load-Shedding strategy, enhancing ...

You won't get a check returning your fees paid during outages, but you can get refunds applied to forthcoming service payments When you pay for a set level of service, and you don’t receive that level ...

If you’re like many CIOs, the chances are your company compensates third-party IT service providers for something they didn’t do or pays them twice for something. Technology leader Nipa Chakravarti ...

One difficult aspect of disaster planning that will probably be the first thing you have to tackle and will determine everything else that you include in your plan is the service level agreement (SLA) ...