June 26, 2003 — (WEB HOST INDUSTRY REVIEW) — Enterprise service level agreements (SLA) need to be more about network performance than network availability, according to research by the Yankee Group (yankeegroup.com).
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The Yankee Group finds that SLAs are ripe for change as the trend towards improved customer service continues and customers increasingly demand a closer look into the SLAs that define the terms of service between providers and customers.
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For providers, the research firm recommends mutual SLA comprehension and understanding, drawing up SLAs that measure more than technology, and admitting fault in instances of failure to ensure credibility and improvement of service delivery.
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For customers, the Yankee Group recommends tracking and enforcing SLAs and negotiating higher SLA terms than required.
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Based in Boston, the Yankee Group is a technology research and consulting firm covering communications, IT products and services.
