Changing the delivery of IT

Tony Bishop

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Setting Cloud Service Level Agreements – Science or Art?

Whenever a SaaS or Cloud services business develops a new service the questions usually come up “Should we have SLAs”?  “What should the SLAs be”? “What should the penalties be”? Service Level Agreements are really about developing trust between you, as the service provider, and your customer.   If your prospect or customer does not trust that [...]

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More Stories By Paul Ressler

Paul Ressler is a consultant specializing in service delivery for SaaS, Cloud Computing, and Managed Services. As the principal of The Cirrostratus Group, he helps his clients improve customer satisfaction, raise service margins, introduce profitable new services, and transition to the SaaS business model.