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 ...

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, ...

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 ...

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 ...

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

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 ...