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 ...

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 ...

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 ...

When a customer purchases software-as-a-service (SaaS)–which is sometimes called a “cloud” service or product–the software is not hosted. It does not reside at the customer’s location or data center.

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 ...

Service level agreements of paramount importance to software-as-a-service adoption Your email has been sent Software-as-a-service has been the buzzword that promises to provide prompt services while ...

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 ...

The cloud is an essential component of all e-commerce sites. Not all clouds, however, are created equal. The key thing here is reliability. Making sure that the cloud service and Service Level ...

CMDI Learning Space and Event Support Service Level Agreement (SLA) CMDI Software Procurement Service Level Agreement (SLA) CMDI Staff Technology Purchasing Service Level Agreement (SLA) ...

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 ...

I have been reviewing some of our technical contracts (particularly the ones where the vendors are giving us trouble), and am amazed at the SLAs in the contracts. Sometimes they aren't specified in at ...

Working with an application service provider (ASP) can be a risky proposition, especially for established companies that entrust the care and management of core business applications to small or ...