| Publisher | Intercai Mondiale | ||
|---|---|---|---|
| Format | 169.8KB PDF | Date added | 14 Dec 2005 |
| Topics | SLA, Quality of Service, Service Level Management | ||
| Downloads | 21 | ||
A good Service Level Agreement (SLA) should provide a sound basis for two parties to work together. If it is done well, everyone knows what to expect and there are well defined incentives for putting things right when a problem occurs. In practice, the SLA often causes more harm than it does good - it is not unknown for a supplier to ignore faults on a critical service in favour of less vital tasks, simply to minimise penalties. This paper explores some of the unwanted side effects of a poorly crafted SLA and explains how to design an effective one.
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