For example, if the service provider considers any requests you want performed outside of standard business hours (8 a.m. to 5 p.m., Monday through Friday) to be emergency, and most of the changes ...

I've never had to write an SLA document before and was wondering if anyone could give me a sample SLA doc for their virtualization or storage environments (FC/iSCSI). I have a nice sample one from ...

Qwest Cyber.Solutions, for example, introduced its ProofPositive SLA in October, which guarantees application, performance, and disaster recovery. The company offers three levels of service: ...

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 today's context, however, the SLA is mostly used as a get out of jail free card: as a limitation on service expectations by DP people; as a critical element in getting an easy ride from the ...

PM Method: our SLA guides a project through the five, industry accepted project lifecycle phases, and defines what procedures and checkpoints are followed during each project phase. PM Tools: IT holds ...