What Is A Service-Level Agreement (SLA)? A service-level agreement (SLA) is a formal agreement between a service provider and a customer that outlines the expected level of service. It is a contract ...

At the end of the Microsoft keynote at Enterprise Connect, there was an announcement that, effective April 1, the Teams Phone Service Level Agreement (SLA) will be for 99.999% uptime – or “five 9s” as ...

Outsourcing can be critical to running an effective IT department, particularly in a tight tech economy. But both the proliferation of outsourcing services and the shakeout of service providers in ...

The Nigeria Customs Service (NCS) has commenced enforcement of penalties against designated banks that fail to remit ...

You were quite critical of Service Level Agreements in your recent column, “ Run, IT run … but not as a business,” (Keep the Joint Running, 1/28/2008), describing them as formal contracts between IT ...

XLAs allow organizations to ensure a standard of excellence for the experience of those using the product or service, covering areas that an SLA does not. Experience-level agreements, or XLAs, have ...

The Nigeria Customs Service has accused some banks of delay in remitting customs revenue at the appropriate times. The ...

The Yobe State Government and the Nigerian Airspace Management Agency (NAMA) have signed a Service Level Agreement (SLA) to ...