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ALSO CALLED: Service Level Agreements, SLAs
DEFINITION: A service-level agreement (SLA) is a contract between a network service provider and a customer that specifies, usually in measurable terms, what services the network service provider will furnish. Many Internet service providers (ISP)s provide their customers with an SLA. More recently, IS departments in major enterprises have adopted the idea of writing a service level agreement so that services  … 
Definition continues below.
SLA Reports
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How to Design, Implement, and Manage a Successful Cloud
sponsored by Cintra/Oracle
WHITE PAPER: This white paper goes over the essential elements of the cloud to help you design, implement, and manage a successful one.
Posted: 16 Nov 2015 | Published: 16 Nov 2015


How to Leverage a Technology Partner to Enhance Your Cloud Solution
sponsored by Dimension Data
WHITE PAPER: In the following white paper, you'll learn how the maturation of enterprise cloud requirements has put technology - not finances - at the forefront of the cloud decision process. Access now and discover why this movement is the genesis for the next phase of the enterprise cloud market.
Posted: 04 Nov 2015 | Published: 04 Nov 2015

Dimension Data

Diversifying Services With Cloud
sponsored by Dimension Data
WHITE PAPER: This white paper explores perceived barriers to diversifying services with cloud. Discover the window of opportunity available for service providers who are willing to understand and reframe the perceived barriers to offering cloud, and the benefits you can reap as a result.
Posted: 04 Nov 2015 | Published: 04 Nov 2015

Dimension Data

How to Negotiate Your Cloud Contracts Like a Pro
sponsored by
EZINE: In this edition of CIO Decisions, you'll learn how to negotiate your cloud contracts like a pro. Discover articles with best practices.
Posted: 04 Nov 2015 | Published: 04 Nov 2015

9 Things That Keep Cloud Architects Awake at Night
sponsored by VMware
WHITE PAPER: This resource looks at the 9 most common problems that cloud architects face and gives suggestions for solving them.
Posted: 03 Nov 2015 | Published: 03 Nov 2015


All in the Cloud Together
sponsored by SearchCloudApplications
EZINE: In this three-part handbook, learn about key cloud service-level agreement topics, including: three steps that will help organizations create effective cloud SLAs, why hybrid cloud SLAs are harder to define, how to avoid critical public cloud mistakes, and more.
Posted: 30 Oct 2015 | Published: 30 Oct 2015


How System Telemetry can Optimize Universal Experience Management
sponsored by IR
WHITE PAPER: Access this guide to discover how telemetry data, when paired with other tools, can ensure that your unified communications systems perform to specification and meet service-level agreements.
Posted: 23 Oct 2015 | Published: 23 Oct 2015


3 Steps to a Successful Data Center Migration Plan
sponsored by CenturyLink Business
EGUIDE: In this e-guide, our data center pundits offer 3 steps to a successful data center cloud migration plan that doesn't disrupt business as usual. Access now for expert guidance in keeping apps up and running during this critical data center project.
Posted: 14 Oct 2015 | Published: 14 Oct 2015

CenturyLink Business

IT Infrastructure: How to Achieve 100% Uptime, High Security
sponsored by CyrusOne
CASE STUDY: This case study uncovers the data center colocation provider that a financial document storage service company leveraged to meet its requirements of 100% uptime and safety compliance.
Posted: 02 Oct 2015 | Published: 02 Oct 2015


Strategy Guide: How to Extend Your Cloud Investment
sponsored by Adapt Services
WHITE PAPER: This report offers some practical considerations to help you through the next phase of your cloud journey. Bookmark this guide as a "cheat sheet" as you outline your next steps.
Posted: 29 Sep 2015 | Published: 31 Dec 2014

Adapt Services

High Availability and Data Protection with Scale-out NAS
sponsored by SI Systems
WHITE PAPER: Access this document to learn how scale-out NAS solutions can be used as a new approach to file storage and meet availability, protection, and performance requirements of Big Data. Read on to see the many benefits this NAS solution can provide your enterprise.
Posted: 25 Sep 2015 | Published: 31 Mar 2015

SI Systems

With DaaS SLAs, the House Always Wins
sponsored by
EBOOK: Learn about how DaaS providers build service-level agreements. The agreements don't usually favor the customer, and IT shops aren't as protected against downtime as they might think.
Posted: 10 Sep 2015 | Published: 10 Sep 2015

Busting 6 Myths about Cloud Service Costs
sponsored by Intel and IBM
WHITE PAPER: This white paper explains why an in-depth understanding of the factors that influence cloud-price performance is required to make the best purchasing decision. View now to discover a breakdown of 6 cloud service myths, and to explore expert tips on selecting optimal cloud services.
Posted: 02 Sep 2015 | Published: 31 Aug 2015

Intel and IBM

ROI Analysis: Red Hat Jboss BPM Suite 6 Versus Community Projects
sponsored by Red Hat
WHITE PAPER: This white paper explains how moving from jBPM and Drools to JBoss BPM Suite can result in a significant return on investment. Read now to learn about JBoss BPM Suite features.
Posted: 30 Jul 2015 | Published: 31 Mar 2014

Red Hat

Red Hat ROI Analysis: Red Hat JBoss Enterprise Application Platform
sponsored by Red Hat
WHITE PAPER: Only a subscription to JBoss Enterprise Application Platform (EAP) meets the demanding requirements for mission-critical applications and includes the assurance of service-level agreement (SLA)-based support, patches, updates, and multi-year maintenance policies. Access this white paper for an ROI analysis of JBoss EAP.
Posted: 28 Jul 2015 | Published: 31 Aug 2014

Red Hat

Take Back Control with Centralized Cloud Management
sponsored by Dimension Data
WHITE PAPER: This expert white paper examines how IT can help organizations take back control of the cloud by aggregating multiple cloud solutions and centralizing cloud management.
Posted: 10 Jul 2015 | Published: 10 Jul 2015

Dimension Data

SaaS CRM Best Practices
sponsored by
EGUIDE: This eGuide on SaaS CRM reviews best practices for negotiating a service-level agreement (SLA). In addition, read on to learn how to strategically integrate key business applications to streamline data and improve customer experience management.
Posted: 08 Jul 2015 | Published: 08 Jul 2015

Why (And How) Managed Srevice Providers Should Sell SaaS Applications
sponsored by Datto, Inc.
WHITE PAPER: This white paper explains why MSPs should be selling SaaS, and more importantly, how to go about it.
Posted: 18 Jun 2015 | Published: 18 Jun 2015

Datto, Inc.

When IT Service Management isn’t What it Could Be: The Importance of Kaizen in ITSM
sponsored by Unisys
WHITE PAPER: This whitepaper focuses on how you can combine ITSM best practices with a Kaizen approach to eliminate IT inefficiencies and excess costs while modernising your overall service management framework.
Posted: 06 May 2015 | Published: 01 Oct 2014


Software-Defined Storage: What it Means for the IT Practitioner
sponsored by VMware, Inc.
WHITE PAPER: This white paper introduces Software-Defined Storage, a new approach to storage that enables a fundamentally more efficient operational model that fits in with our virtualized world.
Posted: 26 Mar 2015 | Published: 31 Jan 2015

VMware, Inc.

5 Ways to Differentiate Your Cloud and Managed Hosting Services
sponsored by SolidFire
WHITE PAPER: In this resource, you'll discover the secret to achieving differentiated cloud and managed hosting services in the marketplace. Access this white paper now to find out how you can take advantage of SLAs to help you stand out and meet performance needs.
Posted: 05 Mar 2015 | Published: 05 Mar 2015


Meet Healthcare IT Demands with Vblock
sponsored by VCE
WHITE PAPER: This case study examines how Molina was able to increase application performance and speed provisioning while reducing data center footprint. Read on to learn how they were able to deliver an agile infrastructure capable of meeting increased SLAs by consolidating their infrastructure on Vblock™ Systems.
Posted: 06 Oct 2014 | Published: 02 Oct 2014


CW Buyer's Guide: Emerging technologies in networking
sponsored by
EBOOK: Check out this extensive buyers' guide to explore technologies that are designed to improve networking, and for an inside glance at what established suppliers are doing to re-invent their offerings.
Posted: 09 Jan 2015 | Published: 06 Jan 2015

Expert Tips for Compliance and Managing Employee Data
sponsored by IBM
EGUIDE: This expert e-guide covers the key drivers behind the move to Software-as-a-Service (SaaS) and cloud-based applications, as well as important considerations to keep in mind when evaluating your choices. As you read, learn how to craft a comprehensive request for proposal (RFP) and overcome ongoing compliance and management challenges.
Posted: 20 Aug 2014 | Published: 20 Aug 2014


How to Manage Storage Complexity While Reducing Costs
sponsored by Red Hat
WHITE PAPER: This whitepaper describes how infrastructure leaders can confidently manage cost, complexity, and risk, capitalize on emerging technologies, and drive future innovation across their organizations with Red Hat Storage Server, an open, software-defined storage platform.
Posted: 03 Jul 2014 | Published: 31 Jan 2014

Red Hat
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SLA DEFINITION (continued): …  for their customers (users in other departments within the enterprise) can be measured, justified, and perhaps compared with those of outsourcing network providers.Some metrics that SLAs may specify include: What percentage of the time services will be available The number of users that can be served simultaneouslySpecific performance benchmarks to which actual performance will be periodically comparedThe schedule for notification in advance of network changes that may affect usersHelp desk response time for various classes of problemsDial-in access availabilityUsage statistics that will be provided. … 
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