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 ...

Do you want to offer an IT service level agreement to your clients, but you don’t know where to start? If you are a small business computer consultant, your most profitable clients will be those on ...

Many IT administrators aren’t comfortable handing over control of the most critical security components of their infrastructure. But in recent years, security outsourcing has become a popular and ...

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 ...