Crafting SLAs for Private IP Services
by Jim Metzler, Ashton, Metzler & Associates
Published October, 2003: Posted October 2003
A Service Level Agreement (SLA) is an essential business tool to provide the customer with a reasonable set of guarantees from a service provider and to protect the service provider from unreasonable expectations by the customer. And a SLA that isn't measurable is useless.
The problem that we often face with new services is that the services are made available on a "best effort" basis before appropriate metrics for crafting an SLA are determined. Consequently, the relationship between the service provider and the customer is in peril because the exact terms of the relationship are not defined in advance.
In this IT Business Brief, my colleague Jim Metzler begins unraveling the mystery of specifying an appropriate SLA for Private IP services. I'm sure you will find it to be extremely useful as you start crafting and/or refining your own SLAs for these services.
About the Author:
Jim Metzler is a principle in Ashton, Metzler & Associates a consulting firm that focuses on leveraging technology for business success. During his career, he has worked in virtually every major segment of the IT industry.
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