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Practical Service Level Management: Delivering High-Quality Web-Based Services by Eric Siegel, John McConnell

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Service Level Agreements

The SLA has become an important concern for both providers and their customers as dependence on high-quality Internet services increases. The SLA is a negotiated agreement between service providers and their customers, and in the best of worlds, the SLA is explicit, complete, and easily understood. When done properly, the SLA serves the needs of both customers and service providers.

Organizations are constantly struggling to maintain or extend their competitive advantage with stable, highly available services for their customers and end users. As a result, they are increasingly dependent upon their service providers to deliver the consistent and predictable service levels on which their businesses depend. A well-crafted ...

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