SLA definitions, solutions and best practices

SLAs are a critical component of any technology vendor contract. Beyond listing expectations of service type and quality, an SLA provides remedies when requirements aren’t met. 

Following are answers to common questions about SLAs and tips on how your organzation can craft effective SLAs with your vendors and partners.

What is an SLA?

A service-level agreement (SLA) is simply a document describing the level of service expected by a customer from a supplier, laying out the metrics by which that service is measured, and the remedies or penalties, if any, should the agreed-upon levels not be achieved. Usually, SLAs are between companies and external suppliers, but they may also be between two departments within a company.

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CIO Cloud Computing

IDG Contributor Network: 2016: The year of IT-driven solutions to business problems

It wouldn’t be the beginning of a new year without two hallmarks: resolutions and predictions. My 2016 resolution is to help companies understand the importance of strong financial management when moving into hybrid clouds. Every day, I’m reminded by examples I hear, read, and experience which remind me that, if you don’t start with a strong financial management foundation, things quickly get out of control in the highly scalable and automated world of cloud.

As for my predictions, they too focus on hybrid cloud. In 2015, we saw the C-suite begin to recognize the pervasive force of both private and public cloud, and 2016 promises to be the year of hybrid cloud as the two merge into a single offering. 

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Network World Cloud Computing