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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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IT Infrastructure: How to Achieve 100% Uptime, High Security
sponsored by CyrusOne
CASE STUDY: This case study uncovers the data center provider SmartVault leveraged that met 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

The Open Road the Cloud Benefits
sponsored by HP
WHITE PAPER: This infographic examines the challenges organizations face when adopting cloud services and how these challenges can be overcome.
Posted: 18 Sep 2015 | Published: 30 Jun 2014


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

Get High Performance without High Costs with Flexible Flash Storage
sponsored by Nimble Storage
WHITE PAPER: This white paper explains how you can make the most efficient use of your flash resources to get the highest performance possible for the lowest cost.
Posted: 03 Sep 2015 | Published: 03 Sep 2015

Nimble Storage

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

5 Key Areas To Consider For Remodeling Your Infrastructure
sponsored by IBM
EBOOK: This informative resource can help you take advantage of the biggest business opportunities and the technology required for success.
Posted: 08 Jul 2015 | Published: 01 Dec 2014


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


SLA Management Checklist and Data Restoration Tips After a Breach
sponsored by Carbonite
EGUIDE: In this e-guide, examine a checklist of major security and privacy items that should be addressed in a service-level agreement before signing the dotted line. View now to learn how to craft a data breach restoration strategy using helpful insider tips.
Posted: 22 Apr 2015 | Published: 22 Apr 2015


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: Access this white paper to discover the secret to achieving differentiated cloud and managed hosting services in the marketplace.
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


A Computer Weekly buyer’s guide to hybrid cloud
sponsored by
ESSENTIAL GUIDE: Computer Weekly looks at how to find the best hybrid cloud provider for your organisation, the impact of hybrid cloud on the infrastructure manager and how Microsoft is catching up with the cloud market with Azure.
Posted: 04 Apr 2014 | Published: 04 Apr 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

Best Practices for Maintaining GRC During the Modern Age of Cloud Computing, BYOD and Big Data
sponsored by IBM
EGUIDE: This expert e-guide details three steps for maintaining compliance during cloud deployment, how BYOD and the cloud increase risk and how cloud SLAs can alleviate that risk and enhance data recovery.
Posted: 10 Jun 2014 | Published: 10 Jun 2014


Improve Business Productivity and User Experience: SQL Server 2014 In-Memory Database
sponsored by Dell, Inc. and Fusion-io
WHITE PAPER: This brief paper highlights a leading acceleration system combined with SQL Server in-memory OLTP and how it improves customer experience by boosting system response time and business productivity.
Posted: 28 May 2014 | Published: 28 May 2014

Dell, Inc. and Fusion-io

Analyst Paper: Linux and Virtualization Bring Operational Efficiency
sponsored by IBM
WHITE PAPER: This IDC whitepaper explores the evolving role of Linux and its extended ecosystem in support of production applications. Inside,you'll also find case studies of customers who deployed a variety of Linux workloads on Power Systems servers rather than on x86 servers, with a low initial cost of acquisition.
Posted: 21 Feb 2014 | Published: 31 Jan 2013


Assuaging Concerns about Public Cloud Services And APM: Expert Roadmap
sponsored by XO Communications
EGUIDE: In this e-guide, cloud networking expert Amy Larsen DiCarlo shares her insight on the public cloud, with emphasis on use cases, common concerns, and how to choose the right provider. Click through to also find 5 FAQs about network-based application performance management (APM) to ensure your business stays up-to-speed.
Posted: 21 Jan 2014 | Published: 21 Jan 2014

XO Communications

CA Business Service Insight for Service Level Management
sponsored by CA Technologies.
WHITE PAPER: This white paper details an automated service level management solution that will save on cost and improve customer relations.
Posted: 15 Nov 2013 | Published: 18 Nov 2011

CA Technologies.

How to Drive ROI From Service Performance:Examining The Cost Benefits of Automated Service Level Management
sponsored by CA Technologies.
WHITE PAPER: This white paper details the value of service level management and explains three best practices to drive ROI.
Posted: 14 Nov 2013 | Published: 14 Nov 2013

CA Technologies.
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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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