RFG believes businesses evaluating solutions from application service providers (ASPs) need to ensure that those providers can economically deliver acceptable service levels. IT executives should demand service level agreements (SLAs) that guarantee uptime from the user’s perspective. ASPs often exclude planned downtime and will not guarantee availability of their third-party partners. ASPs are often able to write contracts that exceed 99.9 percent availability and charge significantly for the increased requirements, RFG says. The market will continue to witness multiple types of organizations claiming this nomenclature, then demonstrating that they have little legitimate claim to it.”]
Source: https://www.csoonline.com/article/2112938/slas-for-asps.html