SLA

Two-thirds of outsourcing customers and providers say they spend too much time on SLAs and not enough on business outcomes, negating their ability to exploit opportunities to achieve strategic business transformation, according to a recent Accenture survey.

Oddly, given how ephemeral the whole cloud-service environment can be, no major vendor has made length-of-service guarantees an issue. Until now.

Google is modifying its Apps service level agreement in ways that increase the company's accountability whenever the hosted collaboration and communication software experiences downtime, the company plans to announce on Friday.

You won't get a check returning your fees paid during outages, but you can get refunds applied to forthcoming service payments.

Do you want to offer an IT service level agreement to your clients, but you don't know where to start?