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, Google Help Create Ethernet Consortium for Clouds

Broadcom, Mellanox and Arista are other founders of the group that has developed a spec for 25GbE and 50GbE. More >

World Cup Spurs Cyber-Attacks, Digital Protests

Cyber-criminals use the quadrennial soccer contest as a phishing lure for unsuspecting victims, while Anonymous supports domestic protesters by defacing Web sites and by launching denial-of-service attacks. More >

AllSeen Internet of Things Alliance Expands

Linux Foundation open source Internet of Things collaboration effort now boasts 50 members. 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

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: Analyst Skill Set 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.


 

Thanks for your registration, follow us on our social networks to keep up-to-date