| Publisher | Frost & Sullivan | ||
|---|---|---|---|
| Format | 1.4MB PDF | Date added | 21 Sep 2007 |
| Topics | Service Level Management, SLA | ||
| Downloads | 12 | ||
Since the late 1990's, the need for Service Level Agreements (SLA) defining both customer value expectations and network performance parameters have been discussed at length within the industry. For the most part, CSPs today continue to offer a variety of SLAs disguised as "Technical measures" of network-oriented services or service components. For example, according to the TMF's SLA Management Handbook,2 an SLA is "& a formal negotiated agreement between two parties. It is a contract that exists between the service provider and customer. It is designed to create a common understanding about service quality, priorities, and responsibilities."
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