Service Level Agreement (SLA)  management is a challenging part of delivering business services over the internet. The development of a successful SLA requires Software-as-a-service (SaaS) providers to do three things:

1. Effectively define, monitor, and report  on core service deliverables;
2. Engage in sound risk analysis;
3. Balance the often conflicting demands of different clients against the need for consistency.

Read this whitepaper to learn the importance of proper SLA management practices, and how the success of a SaaS company depends on it.