Option papers that highlight the cost of various options, such as this example for backup and recovery, help in achieving realistic expectations when developing service level agreements.

Qwest Cyber.Solutions, for example, introduced its ProofPositive SLA in October, which guarantees application, performance, and disaster recovery.

Use these guidelines along with our downloadable SLA template to structure, implement and successfully manage SLAs for DR infrastructure outsourcing.

A: A service level agreement is part of a contract between a customer and a supplier of services. In an SLA, the supplier lists one or more standards by which it must operate or suffer a penalty.

When writing an SLA, try to avoid ambiguity and make sure all the agreement terms are discussed and understood correctly by both parties. For example, legibly state what services are exactly ...

IT Mentor Bob Anderson provides a framework for developing a service-level agreement.

Making sure that the cloud service and Service Level Agreement (SLA) are right for your business may not be clear before you enter into a website development contract.

When it comes to cost savings, discounts and credits for poor service most people operate on a "more is better" principle. Is this really the best approach for service-level agreement credits?

Service Level Agreements are used to define what’s an acceptable level of service delivered by IT to the business unit. In theory, and too often in practice, if the SLA numbers are good, by ...

How to Write an Operational-Level Agreement. Companies often have multiple internal groups that all provide support in some way. These groups work under a basic service-level agreement, or SLA ...