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Pau Lo

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monitoring quality of service

1) What kinds of factors and metrics could/should an organisation be monitoring in terms of the 3rd pary hosting their IT applications? What kind of things specific to a SaaS outsourcing would an organisaiton (client) monitor in terms of service quality?

2) What can the client do if the service provided is not aligned with SLA's?

3) What are the risks in not monitoring service quality?
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gheist
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Pau Lo

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hopefully someone else can chip in
For risks - you can get advance warning that response time grows and improve things before users spot the problem.