software failures

Service Level Agreements should ideally be agreements that describe the services delivered, customer obligations, warranties, disclaimers, service management levels, service availability and termination clauses. There are some important factors that the buyer should consider when discussing the SLA with a provider: How do the provider calculate the availability figure? You need to understand their formula and also ask if the calculation is based per month, quarterly, annually or something else. How does the service schedule look like (planned maintenance)? Does the provider have some disclaimers in regard to “software failures”? Response times and latencies: How are they measured? Start time

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