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service level agreement

Why devops teams should eliminate SLAs

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SLAs are for lawyers. Service level objectives not only introduce finer-grained reliability metrics, but also put that telemetry data into the context of user happiness. Service level agreements (SLAs) first became popular with fixed-line telecom companies in the late 1980s. For the last 20 years, billboards with five nines (99.999%) have peppered every interstate in … Read more

15 SLA mistakes IT leaders still make

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From treating service-level agreements as a one-time exercise to failing to establish escape clauses, IT leaders should avoid these pitfalls when partnering with IT service and cloud partners to drive business value. Being diligent about service-level agreements (SLAs) has always been important for IT organizations working with IT service and cloud providers. But understanding how to negotiate, … Read more