Project Management (U4)

Concept of Service Level Agreements

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Christian Bien

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Introduction to a Service Level Agreement | Video by GetVoIP

The above video goes through the concept of a SLA and relevant examples.

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What are Service Level Agreements?
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Service Level Agreements are a contract between a service provider and a user of the service (ie the customer), that defines the expected quality of services to be provided by the service provider.

For example, a SLA for a Cloud Storage Provider would outline the expected uptime of cloud servers, expected speeds to access data and the amount of cloud storage provided by the cloud service provider.

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What are some examples of Service Level Agreements?
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Google Cloud Service Level Agreement

https://cloud.google.com/compute/sla

TPG Service Level Agreement

https://www.tpg.com.au/terms_conditions/

Microsoft Office 365 Service Level Agreement

https://technet.microsoft.com/en-us/library/office-365-service-level-agreement.aspx


Amazon Cloudfront Service Level Agreement

https://aws.amazon.com/cloudfront/sla/

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Concept of Service Level Agreements
Features of Service Level Agreements
Outsourcing vs In-House
Purpose of Outsourcing Data Management
Evaluating Software for Usability
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