How many of us have been frustrated by the technical support—or lack thereof—for the hardware and software we use? Imagine that frustration multiplied by the number of users who can’t access your ...

Boris Kontsevoi is a technology executive, President and CEO of Intetics Inc., a global software engineering and data processing company. Measuring the productivity of software engineers is a ...

Business process management techniques can feel like an alphabet soup of arbitrary acronyms, but don't let it intimidate you. Each process is easy to understand on its own. In the case of SLA (service ...

Given the broad use and relative importance of service-level agreements (SLAs) in a variety of contexts, in this blog post, we provide an overview of the basics of SLAs and what they should address.

According to Wikipedia, a Service Level Agreement, or SLA, is “a commitment between a service provider and a customer. Particular aspects of the service — quality, availability, certifications, ...

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 ...

Almost every project requires vendor services; after the project is complete, those services are likely to still support your business. Learn what to look for in a vendor’s service-level agreement. A ...

Microsoft recently published a new version of its service-level agreement (SLA) for Azure SQL Database, adding uptime perks for organizations that use the "Business Critical" tier. If organizations ...

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 ...