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 ...

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 ...

In reviewing someone's data processing operation the first thing you ask for is the service level agreement [SLA] because that's the preeminent control used in that type of organization. Like all DP ...

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 ...

Q: Our agency has been selected to handle business travel for a major corporation in our area. The corporate travel manager has told us that the corporation wants a written contract with a "service ...

Before you sign on the dotted line and commit to an ASP, be sure you know exactly what kind of service you'll be guaranteed You've heard the application service provider (ASP) hype, and you're finally ...

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 ...