Given the broad use and relative importance of service-level agreements (SLAs) in a variety of contexts, in this blog post, we provide an overview of the basics of SLAs and what they should address.

The survey results presented in Chapter 3 were used to select the six state DOTs shown in Figure 11 for further discussion and examination. The selection criteria for the six DOTs are based on: The ...

Establishing agreed upon services levels for database applications is of the utmost importance for assuring that performance meets required criteria. Without pre-determined, negotiated service level ...

Systematic, well-designed, and implementable research is the most effective way to solve many problems facing state department of transportation (DOT) administrators and engineers. Often, highway ...