Service level credits should be used as an incentive system designed to obtain good performance. It does not serve the customer to get a monthly discount for poor performance.

The SLA usually includes support, regular maintenance, hosting/infrastructure, backups/testing, and in some cases, software processes. But what it never includes is custom software development.

In a speech at Computerworld's Premier 100 IT Leaders conference in Palm Desert, Calif., Hewitt Associates' Daniel Kaberon described service-level agreements as managing expectations of both ...

With an effective SLA, accountability will be established for the achievement of the service level objective with a comprehensive roadmap for implementing the SLA process. Course Outline: 1.

Expanded service level agreement now covers 74 selected cloud-based banking and merchant solutions in the U.S. and U.K. Industry-leading SLA also reduces designated service disruption period to as ...