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 ...

How many of us have been frustrated by the technical support—or lack thereof—for the hardware and software we use? Imagine that frustration multiplied by the number of users who can’t access your ...

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 ...

Though service level agreements (SLAs) have proved their importance for business reputation and project success, many IT vendors still doubt that SLAs have any relevance for them. Meanwhile, IT ...

It's a cultural reality that what one company can provide for us, we expect from another as well--once we experience a new, higher level of service, our standards are raised. If the appliance store ...

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 ...

Before you sign on the dotted line and commit to an ASP, be sure you know exactly what kind of service you'll be guaranteed You've heard the application service provider (ASP) hype, and you're finally ...

Lisa Erickson-Harris is a research director with Enterprise Management Associates, Boulder, Colo., a leading analyst and market research firm focusing exclusively on enterprise infrastructure ...

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 ...

Microsoft is planning to bump up its service-level agreement (SLA) uptime assurance for users of the Azure Active Directory service to "four nines" per month, or 99.99 percent, starting on April 1.