A telecom company’s SLA, for example, may promise network availability of 99.999% (which works out to about five and a quarter minutes of downtime per year), and allow the customer to reduce their ...

In this era of outsourcing, many organizations have realized significant cost reductions from disaster recovery (DR) infrastructure outsourcing. Often, this goal has been achieved at the expense of ...

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 ...

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 ...

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 ...

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 ...