This excerpt from the upcoming book, SQL Server 2008 Administration in Action, introduces the role of service-level agreements (SLAs) as part of a DBA's overall strategy to maintaining reliable ...

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 ...

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 ...

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 ...

Despite its growing infatuation with technology, logistics continues to be a relationship-based industry at its core. As with all professional relationships are changeable and sometimes strained.

The Information Technology Department has adopted a Service Level Agreement (SLA) to guide its project management. The goals of our SLA are to improve management performance, to provide more effective ...

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 ...

Companies often have multiple internal groups that all provide support in some way. These groups work under a basic service-level agreement, or SLA, which describes the overall support goals and ...