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The good news is that more than half of our survey respondents have service-level agreements (SLAs) in place for data protection; the better news is that of those respondents who do have SLAs in place, the majority report satisfied users. Storage managers have apparently done a good job designing their SLA programs and selling the concept to business units. Twenty-six percent say users are happy with their choices and services, and 35% of respondents say that with some exceptions the SLA program h...
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as been accepted by users. Within SLAs, respondents are keeping the number of service offerings low, with one, two or three levels being the most common. Only 9% of respondents have more than five service levels. Of those respondents who don't have SLAs, 52% are working on implementing them.
--Christine Cignoli
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