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.

Q: Our agency has been selected to handle business travel for a major corporation in our area. The corporate travel manager has told us that the corporation wants a written contract with a "service ...

This excerpt from the upcoming book, SQL Server 2008 Administration in Action, introduces the role of service-level agreements (SLAs) as part of a DBA's overall strategy to maintaining reliable ...

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 ...

Over a career in information technology spanning multiple decades, I have observed that many IT organizations have focused process improvement and measurement almost exclusively on software ...

The principle should be that you have access to all of the services that you need to so that you can in turn provide your services as a social enterprise. It means negotiating SLAs is a vital process ...