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Service level agreement (SLA) Stories

UK Stories

Service level agreement (SLA) stories

Indigo appoints Nick Barton as Chief Revenue Officer
Network Infrastructure

Indigo appoints Nick Barton as Chief Revenue Officer

The hire aims to sharpen Indigo's push into hyperscaler and subsea contracts as it expands support across more than 90 countries.

By Sofiah Nichole Salivio • 3 min read • Last month
35% of UK job applications miss interview threshold
Risk & Compliance

35% of UK job applications miss interview threshold

Most applicants miss out because their CVs fail to mirror job-ad wording, rather than being blocked outright by software, new research suggests.

By Sofiah Nichole Salivio • 4 min read • Last month
CX is an outcome of the network beneath it
Unified Communications

CX is an outcome of the network beneath it

Customer experience fails when networks falter, with outages, latency and weak security now directly affecting trust and churn.

By Richard Hall • 5 min read • Thu, 7th May 2026

Global Stories

Service level agreement (SLA) stories

NiCE & Sopra Steria roll out AI service centre tool
Data Protection

NiCE & Sopra Steria roll out AI service centre tool

About 800 agents are already using AI guidance as Sopra Steria looks to meet a 90% call-answer target within 20 seconds.

By Sean Mitchell • 4 min read • Last week
Dropzone AI signs QBS for exclusive EMEA channel deal
Security Information and Event Management

Dropzone AI signs QBS for exclusive EMEA channel deal

MSSPs across EMEA could cut alert backlogs as QBS Software adds Dropzone AI's autonomous SOC analyst to its partner network.

By Sean Mitchell • 4 min read • Last week
Oh Dear report says most website outages are brief
DevOps

Oh Dear report says most website outages are brief

Most disruptions clear in minutes, but a small number of long outages can still leave sites unreachable for hours and mask real downtime.

By Sofiah Nichole Salivio • 4 min read • Last month
New Relic launches startup AI observability programme
Software-as-a-Service

New Relic launches startup AI observability programme

The offer gives early-stage AI startups free monitoring and engineering support as software failures can quickly damage customer trust and funding prospects.

By Sean Mitchell • 4 min read • Last month
UiPath launches Maestro Case for complex workflows
Digital Transformation

UiPath launches Maestro Case for complex workflows

Enterprises could cut handling times and improve compliance as UiPath pushes its automation software into more complex, exception-heavy case work.

By Mark Tarre • 3 min read • Last month
N-able adds HaloPSA link to automate backup tickets
Data Protection

N-able adds HaloPSA link to automate backup tickets

Managed service providers could cut duplicate alerts and speed backup recovery, as incidents now flow automatically into HaloPSA tickets.

By Sean Mitchell • 3 min read • Wed, 27th May 2026
Global 2000 downtime costs rise to USD $600 billion
Software-as-a-Service

Global 2000 downtime costs rise to USD $600 billion

Outages are now costing Global 2000 firms USD $600 billion a year, as a single incident can wipe 3.4% off share prices.

By Sofiah Nichole Salivio • 4 min read • Wed, 20th May 2026
AWS deepens SAP ties with new AI & migration tools
Manufacturing

AWS deepens SAP ties with new AI & migration tools

Customers could move SAP workloads to AWS in days rather than weeks, as new integrations aim to cut migration time and expand AI use.

By Sofiah Nichole Salivio • 4 min read • Thu, 14th May 2026
Droplet warns legacy Windows Server backups may fail
Virtualisation

Droplet warns legacy Windows Server backups may fail

Older servers may be unprotected for years because some backup providers no longer fully support them, risking recovery failures and audit breaches.

By Joseph Gabriel Lagonsin • 4 min read • Wed, 13th May 2026
Atera offers fee-free Robin if AI misses support target
Digital Transformation

Atera offers fee-free Robin if AI misses support target

Atera will waive all fees for Robin if the autonomous IT agent fails to resolve 50% of targeted technical tickets within 90 days.

By Joseph Gabriel Lagonsin • 4 min read • Mon, 11th May 2026
Freshworks data shows after-hours IT support gap widens
Multi-factor authentication

Freshworks data shows after-hours IT support gap widens

Nearly half of IT help requests now land after hours, leaving staff waiting longer for routine fixes as flexible work reshapes support demand.

By Sofiah Nichole Salivio • 4 min read • Thu, 30th Apr 2026

Stories from Other Regions

Service level agreement (SLA) stories

Oklahoma insurer cuts disaster recovery to under an hour
Disaster Recovery

Oklahoma insurer cuts disaster recovery to under an hour

Severe weather can now interrupt claims less often, as the insurer's critical systems were restored in tests in just under an hour.

By Sean Mitchell • 4 min read • 4 days ago
LegalVision warns firms on single AI provider risks
Software-as-a-Service

LegalVision warns firms on single AI provider risks

Australian firms using AI for core operations risk disruption unless they secure contracts, governance and backup plans, LegalVision says.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Australia's resilience problem isn't redundancy. It's shared infrastructure
Network Infrastructure

Australia's resilience problem isn't redundancy. It's shared infrastructure

Shared fibre routes can leave supposedly redundant links exposed to the same outage, a risk growing as AI workloads demand uninterrupted connectivity.

By Mark Rafferty • 5 min read • Last month