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.


Articles

Microsoft Is Using Big Data to Tackle Environmental Issues

CEO Satya Nadella said Microsoft is advancing climate research by leveraging big data and minimizing the IT industry's environmental impact. More >

What Does VMware's Stock Price Say About the Company's Future?

VMware's current stock market data makes it pretty clear there are some lofty expectations for the company's future prospects. What's behind the optimism? More >

CIOs Must Bleed Open Source

Many executives say open source gives their organization a competitive advantage, which is one of the reasons why CIOs need to better support open source initiatives. More >

More Articles >

Interviews

How Elavon Uses Speech Analytics in the Call Center

Ann All spoke with Carlos Navarro, chief markeing officer for Elavon, a US Bancorp subsidiary that offers payments services to 1 million customers worldwide. Elavon uses speech analytics technology More >

Contact Center Metrics Shift to Reflect Call Outcomes

Ann All spoke with Richard Snow, global VP and research director, Customer and Contact Center, for Ventana Research. Snow wrote a report on contact center analytics. It will become part of a larger More >

Addressing Financial Risks in Outsourcing Contracts

Ann All spoke with Chris Kalnik, chief knowledge officer of TPI, a provider of sourcing advisory solutions. Since 2000, TPI has advised on more than 25 percent of total contract value awarded in the More >

More Interviews >

Resource centers

Business Intelligence

Business performance information for strategic and operational decision-making

SOA

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.

 More >

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

Related IT Downloads

Consumerization Strategy Roadmap Tool Consumerization Strategy Roadmap Tool

Should you allow - or prohibit - your employees from using their own smartphones, tablets or computers to conduct company ...

Job Description: Telecom Analyst Job Description: Telecom Analyst

This sample job description will help you find the best candidate for your next Telecom Analyst hire....

More IT Downloads>

Subscribe to our Newsletters

Sign up now and get the best business technology insights direct to your inbox.