The Skinny On Network Provider SLAs

Used with permission from Integrated Solutions for Retailers magazine

A service-level agreement (SLA) is a contract that stipulates performance metrics for the service a communications provider delivers to its customers. While SLAs can be useful for holding a provider accountable for such service levels as network availability and restoration after downtime, it is important to understand their true value as well as their limitations. In this article from Integrated Solutions for Retailers magazine, Greg Griffiths, New Edge's vice president of marketing, and Brian Washburn, a research director for Current Analysis, discuss what retailers need to know about managing SLAs with their providers.