In today's competitive business environment, all organizations would want their critical websites and web applications to be available and performing at optimal levels at all times. Any unwanted downtime or degradation in performance has the potential to impact revenue. Since most organizations outsource hosting of their mission-critical business applications to third-party service providers, they need to implement strict Service Level Agreements (SLA) to ensure high standards of IT service.
Response Time SLA
They provides SLA management capabilities that help online businesses define service level agreements and track their compliance. The agreements can contain service performance metrics for the levels of availability, response time or both, and their corresponding service level objectives. Once the agreements are in place, organizations can then measure the quality of service provided by the service providers. SLA violations, if any, can be known in advance so that companies can take action to ensure their online reputation is not adversely affected.
Learn more about the managed services SLA.
An SLA should include a number of different things. It might feature a description of the service, when the service will be available and how quickly it will be delivered when it's needed. The agreement could also include how performance will be measured and how problems can be reported, as well as escape clauses and constraints.