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 ...

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 ...

Three years ago, I wrote some blogs stating that Service Level Agreements (SLAs) are dead. Unfortunately for businesses, SLAs are still around – they’re like zombies. Companies realized for many years ...

An SLA (service-level agreement) is traditionally a contract between an organization and an external service provider, such as an ISP or ASP (application service provider), that mandates specific ...

(1) A measurement of the performance of a system or service. The service level is usually expressed as a percentage of a goal; for example, the percentage of time a network or system is operative or ...

At the end of the Microsoft keynote at Enterprise Connect, there was an announcement that, effective April 1, the Teams Phone Service Level Agreement (SLA) will be for 99.999% uptime – or “five 9s” as ...