| SLAM Overview | A Service Level Agreement (SLA) is a formal negotiated agreement between two parties. It is a contract that exists between the Service Provider (SP) and the Customer. It is designed to create a common understanding about service quality, priorities, responsibilities, etc. SLAs can cover many aspects of the relationship between the Customer and the SP, such as performance of services, customer care, billing, service provisioning, etc. However, although a SLA can cover such aspects, agreement on the level of service is the primary purpose of a SLA. The focus of this Handbook is therefore on the management of the SLA and the Quality of Service (QoS) that is agreed in the SLA.
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| SLAM Team Activities | The primary objective of the SLA Management team is to continue to maintain and expand a living series of documents and tools addressing the complexities of SLA Management. To this end, the team will be creating a series of application notes addressing specific service issues at a more operational level. Additionally, the team will be creating an enhanced version of the existing GB917 and GB923 and structured as a multi-volume handbook to help Customers and Service Providers build and manage effective SLAs.
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| SLAM White Papers | | To Submit a White Paper, please click here for full information and answers to frequently asked questions.
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| SLAM Case Studies | | To Submit a Case Study, please click here for full information and answers to frequently asked questions.
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