Service Level Agreements

This contract between provider and customer contains details of the negotiated agreement. It's key to determine what your company needs, not just what the provider offers. The SLA commonly defines the service and the agreed-upon availability, spells out how performance will be measured, problems resolved, disaster recovery plans, the customer's responsibilities, guarantees, and the process for terminating the contract. It often also defines any penalties that come into play if the provider does not live up to the agreement.


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Contact Center Metrics Shift to Reflect Call Outcomes

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Resource centers

Business Intelligence

Business performance information for strategic and operational decision-making


SOA uses interoperable services grouped around business processes to ease data integration

Data Warehousing

Data warehousing helps companies make sense of their operational data

Editor's Choice

Which Web Programming Language Is Most Secure?

Security Staffing

Take a deeper look into the security of a number of the most popular programming languages, including .NET, Java, ColdFusion and ASP.

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Red Hat Outlines Container Strategy

The Green Data Center in the Real World

Riverbed SteelFusion 3.0 Provides Faster Branch Office Consolidation


Articles  |  Interviews  |  Guest Opinions  | Slideshows

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