SLA White Papers
The Problem With Service Level Agreements
Overview 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.
| Publisher | Intercai Mondiale | File Format | |
|---|---|---|---|
| Date Published | December 2005 | Downloads | 5 |
| Format | White Papers | ||
| Topics | |||
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