What Is A Service-Level Agreement (SLA)? A service-level agreement (SLA) is a formal agreement between a service provider and a customer that outlines the expected level of service. It is a contract ...

Outsourcing can be critical to running an effective IT department, particularly in a tight tech economy. But both the proliferation of outsourcing services and the shakeout of service providers in ...

You were quite critical of Service Level Agreements in your recent column, “ Run, IT run … but not as a business,” (Keep the Joint Running, 1/28/2008), describing them as formal contracts between IT ...

At the end of the Microsoft keynote at Enterprise Connect, there was an announcement that, effective April 1, the Teams Phone Service Level Agreement (SLA) will be for 99.999% uptime – or “five 9s” as ...

Bartronics India will be entering into a long-term Service Level Agreement (SLA) with Maharashtra Gramin Bank to strengthen and expand the Bank's banking correspondent and customer outreach network ...

XLAs allow organizations to ensure a standard of excellence for the experience of those using the product or service, covering areas that an SLA does not. Experience-level agreements, or XLAs, have ...