Gartner Research

Getting the Best Service From Your Managed Hosting SLA

Published: 18 January 2012

ID: G00227950

Analyst(s): Tiny Haynes

Summary

Use this guide to negotiations with service providers for managed and application hosting contracts to ensure that the best possible service level is delivered.

Table Of Contents
  • Overview

Analysis

  • Contracts
  • Service Commencement
  • SLA
  • Application-Level SLAs
  • Penalty Clauses
  • Term and Termination
  • Change Management
  • Scheduled Maintenance
  • Service Outage Monitoring
  • Escalations
  • Contract Renewal
  • Adding to the Service
  • Publicity
  • Service Management
  • Service Improvement
  • Billing

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