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 ...

Negotiating a service-level agreement sets clear expectations of each party's roles and responsibilities within online or cloud-based service arrangements. A service-level agreement (in particular, a ...

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? Most ...

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 ...

Many IT administrators aren’t comfortable handing over control of the most critical security components of their infrastructure. But in recent years, security outsourcing has become a popular and ...

When a customer purchases software-as-a-service (SaaS)–which is sometimes called a “cloud” service or product–the software is not hosted. It does not reside at the customer’s location or data center.