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Avoid the Pitfalls of SLA Management: A Lesson for SaaS Providers
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:
- Effectively define, monitor, and report on core service deliverables;
- Engage in sound risk analysis;
- 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.