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Introduction
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Service Level Agreements (SLAs): Evolving Customer requirements and expectations for boundaryless information flow and service deliveryKathryn Korostoff, President, Sage ResearchEnterprise customers are becoming more SLA savvy. This is true for services such as VPNs and web hosting, and will apply to Web Services as well. Based on recent research with enterprise customers, Kathryn will present customer attitudes about Web Services and SLA requirements: what specific SLAs do they want, and how do they want to monitor/enforce them? This presentation will deliver a real-world perspective about how Service Providers can both meet emerging needs and differentiate their offerings through SLAs related to service performance, provisioning, and other parameters.
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